Team Leader job at Exquisite Solution

Background information about the job or company (e.g., role context, company overview)

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.

Responsibilities or duties

• 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 or requirements (e.g., education, skills)

• 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.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Exquisite Solution Limited is an Equal Opportunities Employer.

• 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.

• Good working knowledge of Excel, CRM/collections systems and performance reporting tools.

• 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.