Drive Recovery Performance That Powers Global Financial Stability
As a Collections Team Lead, you will oversee and drive the performance of a team of collection specialists, ensuring targets are met through strategic guidance, coaching, and process optimization. You'll handle escalations, manage stakeholder relationships, and lead initiatives that improve collection outcomes.
This role is vital in strengthening financial operations for global clients-offering a long-term leadership path, international exposure, and a top 1% experience designed for high-performing professionals.
Job Overview
Employment type: Full time
Shift: Night Shift, Weekends Off
Work setup: Hybrid (Makati/Ortigas/Clark/Baguio/Cebu)
Exciting Perks Await!
- Competitive Salary Package
- Hybrid work arrangement
- HMO coverage with free dependent upon regularization
- Prime office locations at Makati, Ortigas, Baguio, Clark, Cebu (Easy access to MRT stations, conveniently accessible by PUVs, restaurants, and banks)
- Fixed weekends off
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- At least 3 years of experience in collections and 2 years as a Team Lead, preferably in a BPO or relevant industry
- Bachelor's degree in Business, Finance, Accounting, Communication, or a related field
- Candidates without a Bachelor's degree may be considered with a proven track record in the same role
- Strong customer service skills
- Strong English communication skills, both written and verbal
- Excellent negotiation and conflict resolution skills
- Leadership abilities, including the ability to motivate and guide a team
- Analytical skills to assess and manage collection performance
- Strong problem-solving abilities
- Proficiency in MS Office applications
- Time management and organizational skills to prioritize tasks effectively
- Proven track record in the same role
Skills Information
Technical Skills
Soft Skills
- Accountability
- Accuracy and precision
- Communication skills
Your Daily Tasks
Key Accountabilities
- Lead, motivate, coach, support, and manage a team of collection specialists to optimize performance and overcome challenges in the debt collection process
- Monitor individual and team performance against established targets and KPIs
- Allocate accounts and tasks to team members based on skills and workload capacity, ensuring timely and appropriate handling of all accounts
- Act as a liaison between the collection team and other departments in relation to client queries/disputes, ensuring swift resolution
- Address escalated customer issues and complex accounts requiring special attention
- Prepare regular monthly/weekly reports on team performance, including collection rates, call volumes, and other relevant metrics, and present insights to the Credit Manager for improvement
- Conduct weekly reviews and reporting of collection metrics to track progress against monthly forecasted goals
- Handle client disputes and queries by investigating, collaborating with other teams, and implementing fair and mutually beneficial resolutions
- Foster a positive work environment
- Review and evaluate high-risk and delinquent accounts and take timely action to reduce collection risk and maximize collections
- Handle and diffuse escalated calls
- Contact delinquent customers via telephone, email, and letters according to collection policies
- Practice and promote company values
Stakeholder Management
- Manage a team of collection specialists, implement strategies to maximize recovery rates, optimize collection processes, and foster strong client relationships, contributing to overall client satisfaction and retention
Why We Stand Out Among the Rest!
Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.
Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.
At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.
We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.
Tim Vorbach, CEO
#EmaptaEra
