The Collections Team Leader directly supervises the team of Collectors that is assigned to them. The purpose of this role is to lead their team to ensure performance standards are met, individual Agents are achieving their targets and to react promptly to any changes or issue there might occur during the line utilization.
How you will contribute
- Determine the feasible workload of each Collector and organize their allocation (including shift management) to ensure daily productivity benchmarks are met
- Monitor and update established KPIs of supervised team regularly, to enhance team's performance
- Monitor flow rate trends and prepare team dashboard deck for month-end performance review
- Analyze reports and existing processes to advise the Call Center Section Head regarding trends, strategy
- modifications, and overall team performance
- Communicate with other Unit Head and Section Heads about dialer performance, calling trends,
- inbound calls to identify opportunities for improvement with respects to overall collections performance
- Report any potential issues with the dialer to the Dialer Unit Head
- Ensure collector's awareness and compliance with approved existing manuals, policies, procedures and guidelines with reference to the Collections Manual.
- May be assigned other tasks to support the Business Needs
What we're looking for
- With extensive experience as a Team Leader handling Collections
- Proficient in reporting, data analysis, and performance monitoring
- Strong knowledge of banking products, processes, and BSP regulations related to collections, consumer protection, and industry standards in complaints management
- Excellent verbal and written communication skills, with the ability to negotiate and resolve issues professionally
- Adaptable to a fast-paced, target-driven environment with focus on achieving collection goals
- Willing to work on shifting schedules, work on extended hours, weekends and holidays as necessary
- Amenable to work onsite in both Alabang and Makati locations
About Security Bank
Security Bank is one of the Philippines best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.
We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.
At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.
Start your BetterBanking career with us today.
