Team Leader – Tele Collections

About the role

The Team Leader – Tele Collections will oversee the end‑to‑end tele‑collection process for housing loan accounts, ensuring timely resolution of bouncing and non‑banking cases. You will work closely with external partners to meet performance targets and maintain high service quality.

Key responsibilities

• Allocate bouncing and non‑banking cases proactively to tele‑calling partners.
• Create and monitor daily/weekly run‑rates to achieve a 98% resolution efficiency.
• Track and enforce SLAs such as TOS, ACW, and dialer metrics.
• Monitor partner billing and workforce management against approved FTE counts.
• Provide feedback to senior teams on high‑priority flow cases.
• Ensure zero‑error daily payment updates and reconcile banking files without direct customer contact.
• Lead pre‑delinquency management (PDM) activities, including risk identification and data‑driven trend analysis.
• Utilise digital channels (IVR, WhatsApp, SMS, Email) to inform customers of due dates and send reminder calls.
• Report bounce‑rate insights and data slicing results to management.

Required profile

• Graduate degree.
• Proven collection experience in housing‑loan or similar financial products.
• Experience managing tele‑collection teams or partners.

Required skills

• Familiarity with IVR, WhatsApp, SMS, and email communication tools.
• Ability to analyse collection data and identify risk trends.