Collections Team Lead

Cityfurnish is a fast-growing furniture and appliance rental platform operating across 7 Indian cities. We combine technology, design, and operations to deliver a seamless subscription experience — and we're now building the people infrastructure to match our growth.

Role Description

We are seeking a full-time on-site Collections Team Lead to oversee a team responsible for recovering outstanding payments, achieving monthly targets, ensuring regulatory compliance, and maintaining strong customer relations. This role blends leadership, strategy.

The role emphasizes leadership and a commitment to delivering high-quality customer service while minimizing financial risks for the organization.

Key Responsibilities

1. Target Achievement & Strategy

• Drive B2C collections to meet/exceed monthly recovery goals; analyze performance metrics (e.g., Collection Efficiency, bucket resolution) and execute correct actions
• Develop effective collection strategies for different account segments.

2. Team Leadership & Coaching

• Lead and mentor collection agents; conduct 1:1s, team meetings, performance reviews and training sessions.
• Monitor attrition and shrinkage; implement retention and contingency plans.

3. Customer Accounts & Recovery

• Manage escalations, sensitive cases, and high-risk accounts, including negotiation of payment plans and settlements.

4. Reporting & Analytics

• Track KPIs: calls made, aging buckets, attrition/shrinkage rates, customer satisfaction.
• Deliver regular operational reports, root cause analyses, and improvement plans.

4. Compliance, Audit & Documentation

• Ensure full adherence to internal policies, legal/regulatory frameworks, and audit standards.

5. Process & Operational Excellence

• Identify and implement process improvements, new tools or technologies to enhance efficiency and reduce costs.
• Share knowledge and best practices with cross-functional teams.

Required Skills & Competencies

Functional

• 3-5 years in a Collections role, minimum 2 years in leadership.
• Strong negotiation, communication, and conflict-resolution abilities .
• Resilience under pressure; manages ambiguity in complex/dynamic environments.

Qualifications

• Bachelors degree in any field.

Key Performance Metrics

• Monthly & cumulative collections vs targets.
• Reduction in delinquency aging
• Team attrition and shrinkage control.
• Compliance and call-quality audit scores.
• Customer satisfaction and dispute resolution rates.