Banking Collection Team Lead - BPO

Location: Mumbai - ThaneAbout the RoleWe 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 ResponsibilitiesLead, 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 & CompetenciesStrong 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 CriteriaExperience: 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 UsOpportunity to work with a reputed global BPM organization.Fast-paced environment with strong learning and growth opportunities.Performance-driven culture with leadership exposure.