Banking Collection Team Lead - BPO

Location: Mumbai Thane

About the Role

We are hiring an experienced Banking Collection Team Lead to manage and drive performance for a collections team handling banking/financial services portfolios. The ideal candidate will be responsible for team productivity, compliance, quality, and achieving collection targets while ensuring excellent customer handling standards.

Key Responsibilities

• Lead, manage, and motivate a team of collection executives handling banking portfolios (cards, loans, EMI, etc.).
• Drive daily, weekly, and monthly collection targets and ensure achievement of assigned KPIs.
• Monitor agent performance, call quality, adherence, and productivity.
• Conduct regular team huddles, feedback sessions, and coaching to improve performance.
• Ensure strict compliance with banking guidelines, RBI norms, and company policies.
• Handle escalated customer cases and provide timely resolution.
• Maintain accurate MIS, daily reports, and performance dashboards.
• Coordinate with QA, Training, and Operations teams for continuous process improvement.
• Manage attrition, absenteeism, and team discipline effectively.
• Support new joiner onboarding and ensure quick ramp-up.

Desired Skills & Competencies

• Strong leadership, people management, and coaching skills.
• Good understanding of banking collections processes (early/soft/hard bucket).
• Ability to analyze performance metrics and take corrective actions.
• Excellent communication, negotiation, and conflict resolution skills.
• High level of integrity and customer-centric approach.
• Comfortable working in rotational shifts.

Eligibility Criteria

• Experience: Minimum 13 years as a Team Lead in Banking/Financial Services Collections.
• Industry: BPO / Contact Center / Banking Collections.
• Education: Graduate (preferred).
• Location Requirement: Mumbai / Thane-based candidates preferred or willing to commute.

Why Join Us

• Opportunity to work with a reputed global BPM organization.
• Fast-paced environment with strong learning and growth opportunities.
• Performance-driven culture with leadership exposure.