The
Collections Manager is responsible for ensuring that collections, support, and quality key result areas are consistently achieved to contribute to the overall goals of the business and the bank. This is accomplished through effective supervision and management of Collections Associates and Collection Agencies, with a strong focus on driving high-level performance, delivering excellent customer service, maintaining process proficiency through compliance and training, implementing efficiency and sustainability initiatives, and overseeing capacity planning, talent development, and employee engagement.
Core Responsibilities
- Pre-Delinquency & Past Due Management
- Monitors team and agency performance to meet collection and productivity targets
- Reviews escalated customer concerns, including reversals and VIP issues
- Ensures timely completion of service requests via Salesforce
- Maintains compliance with BSP, industry, and bank regulations
Agency Management
- Oversees accreditation, performance evaluation, and compliance of agencies
- Updates templates, policies, and service level agreements
- Operational & Service Excellence
- Implements sound collections practices nationwide (1–180+ days past due)
- Recommends and executes process improvement projects
- Ensures timely and accurate reporting
Cost & Risk Management
- Monitors team expenses and ensures adherence to budget
- Manages RAM for Cards/Personal Loans and loss provision targets
- Drives sustainability and cost management initiatives
People Leadership
- Develops and engages employees through training, feedback, and career development
- Ensures compliance with mandatory trainings and regulatory policies
- Encourages innovation and process improvement discussions
Quality Assurance & Customer Management
- Implements quality standards in collections processes
- Conducts agency visits, reviews call recordings, and provides feedback
- Investigates complaints and audit findings, ensuring corrective actions
- Handles disputes, payment arrangements, and data analysis for service improvement
Qualifications
- Bachelor's degree in Business (or related field)
- Extensive background in collections, supervision, service sales, or agency management
- Attendance in seminars on supervisory skills, customer service, and collection techniques
- Demonstrates leadership and people management
- Possesses strong communication skills (oral and written)
- Shows computer literacy
- Exhibits supervisory and analytical skills
- Applies strategic thinking and problem-solving
