Collections and Recoveries Team Leader

About the role

The Collections and Recoveries Team Leader will oversee the performance of both internal agents and external debt collection partners, ensuring targets are met while adhering to policy and regulatory guidelines. This role is pivotal in minimizing credit losses and maintaining a healthy portfolio for the bank.

Key responsibilities

• Manage productivity of collections and recoveries agents, providing direction and guidance to achieve set targets.
• Engage and monitor third‑party service providers delivering collections and recoveries services.
• Maintain accurate records of all customer communications related to the allocated portfolio.
• Train, monitor, and evaluate internal recoveries agents and external debt collection agencies.
• Drive timely collection actions in line with policy, strategy, and regulatory requirements.
• Serve as the primary escalation point for customer issues related to collections and recoveries.
• Provide coaching, performance feedback, and real‑time call monitoring to ensure high team motivation and effectiveness.
• Build strong relationships with branch networks and support functions to enhance overall collections performance.

Required profile

• Proven experience in collections, recoveries, or credit risk management, preferably within a banking environment.
• Strong leadership and people‑management skills with the ability to motivate and develop teams.
• Excellent analytical abilities to identify root causes of collection issues and implement improvements.
• Solid understanding of regulatory and policy frameworks governing credit collections.
• Effective communication skills for handling escalations and stakeholder relationships.

Required skills

• Collections management
• Credit risk assessment