Team Leader job at Exquisite Solution Limited

Exquisite Solution Limited is hiring an experienced Team Leader for our client in the banking sector. The successful candidate will lead a high-performing team of recovery agents to achieve and exceed digital loan collection targets. The ideal candidate should be a creative, innovative, and results-driven leader with experience in loan collections, lending, fintech, banking, or high-volume contact center environments.

Key Responsibilities

• Lead, motivate and coach Digital Loan Recovery Agents to consistently achieve daily, weekly and monthly recovery targets.
• Develop and test innovative recovery approaches to improve customer contact, promise-to-pay conversion and actual repayment rates.
• Analyze portfolio and customer behavior to identify recovery opportunities, emerging risks and appropriate collection strategies.
• Translate recovery targets into clear individual agent goals and closely track performance against them.
• Monitor calls, customer contacts, promises to pay, recoveries, account penetration and agent productivity throughout the day.
• Identify underperformance early and implement targeted coaching, action plans and performance interventions.
• Introduce practical ideas to improve scripts, calling strategies, customer segmentation, follow-up approaches and agent productivity.
• Prioritize accounts according to ageing, balance, repayment behavior, likelihood of recovery and business risk.
• Handle escalated and difficult customer cases and support agents in complex negotiations.
• Conduct daily performance briefings and maintain a strong culture of accountability, healthy competition and continuous improvement.
• Work closely with Operations, Quality Assurance, Workforce Management and the Bank to resolve operational barriers affecting recovery.
• Ensure all recovery activities comply with approved collection procedures, customer-treatment standards, data protection and confidentiality requirements.
• Prepare accurate performance reports and provide management with clear insights, recommendations and corrective actions.

Qualifications and Requirements

• Bachelor’s Degree in Business Administration, Banking and Finance, Commerce, Economics, Accounting, Marketing, Statistics, Management or a related field.
• At least 3 years’ relevant experience in digital lending, loan recovery, debt collection, banking, microfinance, fintech, credit management, tele sales or a high-volume contact center environment.
• Demonstrated track record of meeting or exceeding challenging operational, sales or recovery targets.
• Previous experience managing high-volume customer portfolios and outbound customer engagement is strongly preferred.
• Good working knowledge of Excel, CRM/collections systems and performance reporting tools.

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