Collections Operations Manager

Analyze current collections processes to identify productivity gaps, operational bottlenecks, and opportunities for improvement.

Monitor and improve roll-back rates across delinquency segments.

Evaluate the performance of treatment groups vs. control groups and implement improvements to increase recovery effectiveness month over month.

Propose adjustments to collections strategies aimed at maximizing recovery performance and operational efficiency.

Propose and run experiments and pilots to test new collections approaches including scripts, negotiation strategies, and process improvements.

Current portfolio performance

Delinquent portfolio movement

Roll and Cure Rates

120+ DPD portfolios in terms of charge off accounts and outstanding balances

Contactability rates

Promises made vs. promises kept

Recovery performance by channel

Performance comparison between  digital channels, AI solutions and external agencies

Monitor and manage collections agencies, ensuring compliance with company policies, service quality standards, and performance expectations (ROI).

Conduct goal settings and regular performance reviews with collection partners to identify gaps and implement corrective actions.

Support the selection and onboarding of third-party collections agencies when required.

Review and improve the effectiveness of collections tools, systems, and reporting dashboards.

Monitor the performance of digital and alternative collections channels including SMS, email, Viber, and other notification tools.

Identify opportunities to implement new communication channels such as messaging platforms or automated outreach tools.

Maintain regular alignment with Regional and Global Collections leadership to ensure local operations remain consistent with global collections strategies, governance frameworks, and best practices.

Collaborate closely with the Collections Tools teams to ensure operational needs are reflected in collections platforms, communication channels, and automation tools used by the local operations.

Coordinate with the Collections Metrics teams to ensure performance monitoring, reporting standards, and dashboard definitions remain aligned with global frameworks and governance guidelines.

Maintain regular alignment with Risk and Fraud teams to ensure consistency in collections strategy, KPIs, and portfolio performance analysis.

Support implementation of Credit Bureau reporting and default listing processes in the Philippines as part of the broader collections strategy.

Participate in cross-functional working groups for new launches in the Philippines market, ensuring collections strategies and processes are in place prior to launch.

achelor's degree in Business, Finance, Accounting, Economics, or a related field.

4+ years of experience related to collections, with front-line collection operation experience.

Familiarity with the collections environment in the Southeast Asian market.

Experience managing third-party collections agencies, including vendor oversight, performance reviews, and contract management.

Knowledge of dialer systems and outbound contact technologies used in collections operations.

Knowledge of local collections regulations, consumer protection laws, and compliance requirements in the Philippines.

Knowledge of collections processes, credit risk management, and payment operations.

Strong analytical and problem-solving skills.

Excellent communication and stakeholder management skills.

Ability to work effectively in a fast-paced and performance-driven environment.

Proficiency in Excel / Google Sheets and data analysis tools.

Strong structured and data-driven approach to decision-making.

English Advanced and local language.

Experience with SQL or data querying tools is a plus.

1 Collections Supervisor (direct report)