Collections Team Lead

The Debt Collection Team Leader is responsible for overseeing a team of collection agents – field and agency partners to ensure efficient recovery of outstanding debts while maintaining compliance with company policies and regulatory standards. This role involves monitoring performance, providing coaching and support, analyzing collection metrics, and implementing strategies to improve recovery rates. The Team Leader also acts as a liaison between the team and management, ensuring clear communication, timely reporting, and consistent execution of collection processes.

Key Responsibilities:

• Team Management:
  Supervise, mentor, and support a team of collection agents to meet performance targets and KPIs.
• Performance Monitoring:
  Track individual and team metrics; conduct regular performance reviews and provide feedback.
• Training & Development:
  Provide ongoing coaching and training to improve collection techniques and ensure compliance.
• Strategy Implementation:
  Execute collection strategies to maximize recovery while maintaining a customer-centric approach.
• Quality Assurance:
  Ensure adherence to company policies, legal regulations, and industry best practices.
• Issue Resolution:
  Handle escalated cases, customer disputes, and complaints professionally and efficiently.
• Reporting:
  Prepare and submit daily, weekly, and monthly performance and activity reports to management.
• Process Improvement:
  Identify workflow gaps and recommend improvements to enhance productivity and recovery rates.
• Compliance Oversight:
  Ensure the team strictly follows regulatory guidelines and internal compliance standards.
• Collaboration:
  Work closely with other departments (e.g., QA, Training, Analytics) to support overall business goals.

Requirements:

Education:

• High School of Senior High Diploma

Experience:

• Proven experience in debt collection in financial or lending institutions
• Minimum 2–3 years in a supervisory or team lead role.
• Experience managing performance-based teams in a high-volume environment.

Skills & Competencies:

• Strong leadership and people management skills.
• Excellent communication, negotiation, and conflict resolution abilities.
• Solid understanding of debt collection laws and regulatory compliance.
• Proficiency in using collection systems, CRM tools, and MS Office (especially Excel).
• Analytical and problem-solving skills with a results-driven mindset.
• Ability to coach, train, and motivate team members effectively.

Other Requirements:

• High level of integrity and professionalism.
• Ability to work under pressure and meet deadlines.
• Willingness to work flexible shifts if required

Skills and Competencies

Essential:

• Professional Experience:
  Minimum of 2 years of hands-on experience in
  Team Leader,
  ideally within a local lending or financing company.
• Operational Acumen:
  Strong understanding of assigned collection areas and end-to-end collections processes.
• Communication Skills:
  Able to communicate professionally, clearly, and respectfully across all organizational levels—including peers, subordinates, and stakeholders.
• Change Agent:
  Proven ability to drive process improvements and adapt quickly to organizational needs to enhance team performance.
• Entrepreneurial Spirit:
  Highly goal-oriented with a proactive "can-do" mindset; focused on achieving individual KPIs while contributing to team success.
• Self-Starter:
  Self-motivated and professionally mature; able to independently learn and adapt to changing standards, processes, and business needs.

Desirable:

Experience in Team Leadership
: Prior experience leading or supervising a field or call-based collection team.

Background in Financial Services
: Exposure to consumer lending, microfinance, or other financial services environments.

Familiarity with Collection Tools
: Experience using digital field collection tools, CRM systems, or collection software platforms.

Knowledge of Local Regulations
: Understanding of debt collection laws and compliance standards specific to the local market.

Training & Coaching Experience
: Ability to mentor, onboard, and upskill new or underperforming agents.

Process Improvement Mindset
: Proven track record of identifying workflow gaps and implementing efficient solutions.