Position Title:Senior Manager, Collections & Resolutions
Work Setup: Full Onsite
Schedule: Morning Shift, Mon-Fri
Location: Taguig
Role Overview
The Senior Manager for
Collections & Resolutions oversees the end-to-end processes of a regional portfolio within a Shared Services or BPO environment. The role ensures service excellence, high-quality customer support, and continuous process improvements.
This leader manages a Collections & Resolutions team, builds strong partnerships with cross-functional stakeholders across multiple countries, and supports transitions or migrations of work into the Shared Services organization.
Key Responsibilities
- Lead, mentor, and develop a high-performing team, fostering ownership, accountability, and continuous improvement.
- Oversee day-to-day Collections & Resolutions operations with a focus on accuracy, efficiency, and adherence to KPIs and SLAs.
- Cultivate strong working relationships with finance, commercial, and shared services counterparts.
- Monitor service performance using KPIs, SLAs, and satisfaction metrics.
- Support the development and execution of short- and long-term operational strategies.
- Act as an escalation point for complex or sensitive resolution cases.
- Promote a mindset of innovation and continuous improvement across the team.
- Support month-end and year-end closing activities.
- Ensure compliance with internal controls, regulatory requirements, and SOX standards.
- Collaborate with transition teams to ensure smooth migration of processes and tasks.
- Handle additional projects and operational initiatives as assigned.
Key Stakeholders
Internal: Shared Services teams, Finance teams, Internal Controls, regional/business unit counterparts
External: Customers, third-party agencies, external auditors
Qualifications
- Bachelors degree in Business Administration, Finance, Accounting, Economics, or related field.
- Strong MS Office skills; ERP experience required (SAP preferred).
- Experience with customer service systems such as Salesforce and Genesys Telephony is an advantage.
- Lean Six Sigma certification is a plus.
Experience Required
- 5-7 years of relevant experience in a multinational, BPO, or Shared Services setup.
- 3 years of leadership experience managing teams.
- Demonstrated experience in process improvement, operational performance management, and stakeholder communication.
