Job Description

Position Title: APGM – Collections (Individual Contributor)

Location: Alabang, Muntinlupa City

Work Set up: Work from Office (WIO)

Experience: 20+ Years

Position Summary

We are seeking an experienced and results-driven Director – Collections to lead and transform our global collections operations. The ideal candidate will bring over 20 years of extensive experience in hardcore collections, with a strong background in outbound collections and debt recovery. This role will serve as the strategic leader for collections across multiple portfolios, including Residential, Commercial, and National, spanning various regions.

The Director will be responsible for driving operational excellence, improving collection performance, ensuring regulatory compliance, and partnering with clients and internal stakeholders to develop strategic initiatives that maximize cash recovery while delivering an exceptional customer experience.

This is an immediate hiring requirement. Candidates who can join at the earliest or are available to start immediately will be given preference.

Key Responsibilities

Provide strategic leadership for all collections operations across Residential, Commercial, and National portfolios in multiple geographic regions.
Develop and execute collections strategies that improve cash flow, reduce delinquency, and optimize debt recovery performance.
Own and drive key operational and financial performance metrics, including:
Days Sales Outstanding (DSO)
Open Accounts Receivable (AR) Reduction
Cash Collections
Resolution Rate
Right Party Contact (RPC)
Outbound and Inbound Call Performance
Email Effectiveness and Actionable Data Management
Quality and Compliance Scores
Attempt-to-Collect Metrics
Collection Cost Ratio
Partner closely with clients and internal stakeholders to define tactical and long-term strategic direction for collections operations.
Identify opportunities for automation, digital transformation, and process optimization to improve outreach effectiveness and increase debt recovery rates.
Ensure all collection activities adhere to applicable legal, regulatory, and client-specific compliance requirements across all supported regions.
Establish governance frameworks, performance reviews, and operational dashboards to monitor and continuously improve business outcomes.
Lead, mentor, and develop high-performing collections leadership teams, fostering a culture of accountability, operational excellence, and continuous improvement.
Drive workforce planning, capacity optimization, and productivity initiatives to meet business objectives.
Present business performance, operational insights, and strategic recommendations to executive leadership and clients.
Manage change initiatives and support organizational transformation programs related to collections operations.

Required Qualifications

Bachelor's degree in Business Administration, Finance, Commerce, or a related field. A Master's degree (MBA or equivalent) is preferred.
20+ years of progressive experience in hardcore collections, with significant exposure to outbound collections and debt recovery operations.
Proven leadership experience managing large-scale collections organizations across multiple portfolios and regions.
Demonstrated success in driving operational KPIs and improving collection performance through strategic initiatives.
Strong understanding of collections lifecycle, Accounts Receivable management, and customer engagement strategies.
Extensive experience working directly with clients and executive stakeholders.
In-depth knowledge of collections compliance, legal regulations, and industry best practices across multiple jurisdictions.
Experience leading automation, digital transformation, and process improvement initiatives within collections operations.
Strong analytical skills with the ability to interpret operational data and drive data-backed decisions.
Excellent leadership, stakeholder management, communication, negotiation, and presentation skills.

Preferred Skills

Experience managing global or multi-region collections operations.
Strong exposure to collections technologies, CRM platforms, predictive analytics, and workflow automation tools.
Six Sigma, Lean, or other continuous improvement certifications are an advantage.
Ability to thrive in a fast-paced, performance-driven environment while managing multiple priorities.