COLLECTIONS MANAGER

The Collections Manager is responsible for ensuring that collections, support, and quality key result areas are achieved, contributing to the attainment of the Business goals and the Bank as a whole. This is accomplished through effective supervision and management of Collections Associates and Collection Agencies, focusing on performance achievement, customer service excellence, process proficiency, compliance, talent development, and employee engagement.

Core Responsibilities

• Monitors the performance of Collections Associates and Collection Agencies and institutes appropriate measures to ensure attainment of collection, recovery, productivity, and turnaround time targets
• Evaluates, updates, and formulates effective collection strategies and initiatives to ensure that respective targets are met
• Oversees the overall management of collection agencies, including performance evaluation, accreditation and disaccreditation, policy and procedure reviews, and service level agreement management
• Ensures adherence to BSP regulations, Credit Card Industry standards, Bank policies, and sound collection practices while managing audit, compliance, quality assurance, and customer protection requirements
• Ensures, oversees, and fosters talent development, training, performance management, employee engagement, innovation, and continuous process improvement
  
  

Qualifications

• Bachelor's degree in Business Administration, Finance, Management, Economics, or a related field
• Extensive experience in collections management, agency management, and supervision of people
• Completion of seminars or training programs on supervisory skills, customer service, and collection techniques
• Strong leadership and people management skills
• Ability to develop, coach, and engage team members
• Computer literacy and proficiency in relevant systems and applications
• Strong oral and written communication skills
• Effective supervisory, strategic, and analytical skills
• Knowledge of collections practices, customer service standards, and regulatory requirements
• Ability to formulate strategies, drive process improvements, and achieve performance targets