Collections Operations Urgent Hire

Senior Collections Team Leader — BFSI

We are looking for an experienced Collections Team Leader to drive performance across a dedicated BFSI collections team. You will own daily operations, agent coaching, and client SLA delivery for a high-stakes portfolio of retail lending products.

Ranchi, Jharkhand

Full-Time

Senior / Team Lead

4–7 years experience

Responsibilities

Lead a team of 15–20 collections agents across early, mid, and late DPD buckets.
Monitor daily dialer performance, contact rates, promise-to-pay conversions, and right-party contact (RPC) rates.
Conduct structured daily huddles, weekly 1-on-1 coaching sessions, and monthly performance reviews.
Ensure 100% compliance with RBI Fair Practice Code — call monitoring, script adherence, and escalation protocols.
Liaise with client on daily/weekly MIS — ROR, PTP, DPD roll-forward, and bucket performance.
Identify underperforming agents early and execute targeted improvement plans.
Work with the analytics team to review propensity scores and adjust calling strategies.
Handle escalated customer interactions requiring supervisory authority.

Requirements

4–7 years in collections operations, with minimum 2 years in a team leader or supervisor role.
Strong knowledge of BFSI collections — personal loans, home loans, credit cards, or NBFC products.
Familiarity with RBI Fair Practice Code, TRAI calling regulations, and PMLA guidelines.
Proficiency with collections dialer platforms (Exotel, Knowlarity, or similar).
Strong analytical skills — comfortable reading and presenting MIS data.
Excellent coaching and conflict-resolution skills.
Graduate degree required; MBA or equivalent preferred.

Nice to Have

Experience with AI-driven collections prioritisation tools.
Prior exposure to LMS (Loan Management System) integration.
Six Sigma Yellow Belt or equivalent process quality certification.

About Ayuda Solutions

Ayuda Solutions is a technology-enabled BPO and intelligent operations company headquartered in Ranchi, India. With 13+ years of delivery excellence, we serve enterprises across 11 industries — from BFSI and healthcare to hi-tech and e-commerce — combining AI automation with expert human operations.

With 800+ professionals, ISO 27001 certification, and a 4.4-star Glassdoor rating, we are a place where careers are built — not just jobs held. 68% of our managers started as team members and grew with us.