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ABCL
Aditya Birla Capital Limited

Aditya Birla Capital Limited (“ABCL”) is a listed systemically important non-deposit taking Non-Banking Financial Company (NBFC) and the holding company of the financial services businesses. ABCL and its subsidiaries/JVs provides a comprehensive suite of financial solutions across Loans, Investments, Insurance, and Payments to serve the diverse needs of customers across their lifecycles. Powered by over 68,400 employees, the businesses of ABCL have a nationwide reach with over 1,740 branches and more than 200,000 agents/channel partners along with several bank partners.

Nationwide Branches

1,740

No. of Employees

68,400

Agents/Channel Partners

2,00,000+

Aggregate Assets

INR 5.91 Lakh Cr

Consolidated Lending Book

INR 2 Lakh Cr
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Job Description

Aditya Birla Capital Limited

Team Leader - Telecollections Blr

Location: Tavarekere Main Road,Bangalore, Karnataka
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Job Description

Job Title: Team Leader – Debt Collection (Tele-calling Centre)

Department: Collections 

Reports To: Centre Manager

Location: Bangalore

Employment Type: Full-time

 

Job Description: 

The Team Leader job role is responsible for effectively managing a team of tele-callers engaged in the collections of overdue retail loan accounts. 

The role involves driving collection efficiency, ensuring compliance with regulatory and company guidelines, maintaining team productivity, and optimizing customer contact and resolution strategies.

Key Responsibilities:

  • Efficiently drive BKT-1 resolutions of overdue accounts of Retail Products 
  • Manage and motivate a team of tele-callers (8–10 typically) to meet daily productivity in terms of Calls, Contacts, PTPs and KPs in a dialer environment.
  • Drive Right Party Contact (RPC) and Promise-to-Pay (PTP) effectiveness.
  • Ensure timely follow-ups and accurate recording of customer interactions in the CollectionWorkz system.
  • Conduct daily team huddles, review calls, and share performance feedback.
  • Provide on-the-job coaching to improve negotiation, objection handling, and communication skills.
  • Track attendance, productivity, and ensure adherence to shift timings and discipline.
  • Coordinate with field collection team for cases requiring physical follow-up or escalation.
  • Maintain and submit daily/weekly/monthly MIS reports on collection performance and team KPIs.
  • Analyze call outcomes and identify trends in customer behavior.
  • Ensure adherence to RBI Fair Practice Code, company collection policy, and data privacy guidelines.
  • Monitor and minimize customer complaints related to collection calls.
  • Support audits and ensure zero non-compliance findings.

Required Skills:

  • Strong coaching and mentoring skills to improve team productivity and call quality.
  • Capable of setting clear performance goals, monitoring progress, and conducting regular reviews.
  • Strong negotiation and persuasion skills for handling escalated or high-value delinquent cases.
  • Skill in identifying high-risk accounts and recommending corrective action.
  • Professional handling of escalations and sensitive customer interactions.
  • Ability to coordinate effectively with other departments (credit, operations, legal, and field teams).
  • Ability to handle high-pressure situations with composure.
  • High level of integrity and professionalism in managing collections.
  • Ensuring customer dignity and adherence to ethical collection practices.

Minimum Experience Level

5 - 10 years

Job Qualifications

Under Graduate

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