About the Role
Reporting directly to the Country Lead – Philippines, you will own the development and execution of the company's credit operations and collections capabilities.
The ideal candidate comes from a bank, fintech, financing company, or multi-finance institution in the Philippines, with direct experience building or significantly restructuring a collections operation.
Key Responsibilities
- Build collections infrastructure from scratch, including policies, SOPs, escalation frameworks, bucket strategies, and technology.
- Establish workflows covering early-stage delinquency, hardship programs, skip tracing, legal escalation, and write-offs.
- Implement collection tools such as dialers, CRM integrations, reminder systems, and dashboards.
- Oversee credit application intake, assessment, document verification, and disbursement coordination.
- Monitor and improve application-to-disbursement turnaround times.
- Recruit, onboard, coach, and manage collections agents.
- Establish KPIs covering DPD buckets, collection rates, roll rates, recovery rates, contact rates, and loss rates.
- Ensure compliance with BSP regulations, consumer protection requirements, and the Data Privacy Act.
- Partner with Risk, Legal, Customer Success, Finance, and Product teams.
Must-Have Qualifications
- 6–8 years of progressive credit operations and/or collections experience.
- Experience from a bank, fintech, financing company, or multi-finance institution in the Philippines.
- Proven experience building or significantly restructuring a collections function, including policies, team setup, and technology implementation.
- Minimum 2–3 years of managerial/team-lead experience overseeing collections agents or credit operations staff.
- Strong consumer lending exposure: salary loans, personal loans, paylater, or credit cards.
- Experience working in a fast-paced, startup, or high-growth environment.
- Knowledge of Philippine collections practices, including BSP regulations and consumer protection requirements.
- Hands-on proficiency with collection systems, CRM platforms, and Excel or Google Sheets.
- Excellent verbal and written communication in Filipino/Tagalog and English.
Good-to-Have
- Master's degree.
- Professional certification in Credit Management or Risk Management.
- Practical familiarity with AI tools and data dashboards.
