Banking Collection Team Lead - Bpo

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 1–3 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.