Head, Collections Strategies and Business Performance

Be #InGoodHands with Metrobank!

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development. With Metrobank, a meaningful life is within your reach!

Job Summary

The Head, Collections Strategies and Business Performance leads and manages the unit, driving the collections strategies with the various collections systems as the primary tool (i.e. Collection Management System, Predictive Dialer System, Adeptra, etc.). He/she ensures that strategy executions in the systems are in accordance with performance and productivity standards. He/She provides appropriate strategies and fosters collaboration to drive sustained and continuous improvement in achieving collection goals. He/she ensures adherence to the existing Collections policies and procedures, as well as provisions promulgated by the regulatory bodies.

Specific Duties & Responsibilities

Manage strategy formulation and execution

• Monitor daily operations of Collections to ensure consistent execution of strategies.
• Analyze data and/or reports to spot key areas and opportunities on productivity to improve overall Collections Metrics
• Initiate and collaborate with other Unit Heads on strategic plans and challengers.

Manage Projects and Initiatives

• Manage stakeholders in the delivery of projects and initiatives
• Function as Business Lead for Collections projects or SME for enterprise-wide projects.
• Ensure availability of required inputs such as Concept Paper, Business Requirements Document, and Test Scripts.
• Manage User Acceptance Testing from planning to execution.

Manage performance of Collections Systems

• Ensure tasks related to Collections Systems (Tallyman, Predictive Dialer System, Adeptra CCS, etc.) are done by point persons or assigned officer/s.
• Review system performance data to identify trends, implement plans of action and/or strategies for all Collections Units. This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates.
• Coach and motivate team members to achieve set targets/standards and recommend strategies for further improvement.
• Assist in capacity planning.
• Ensure proper management and operation of systems used by the unit.

Manage team performance

• Perform periodic performance review
• Identify training needs of direct reports
• Maintain and improve employee engagement

Manage performance of Internal and External Customers

• Coordinate with various business units to achieve collection goals
• Work with the IT unit to ensure that technology is current and efficiency is optimal
• Work with vendors concerning Service Level Agreements (SLAs), maintenance, update, and upgrade requirements.
• Manage and monitor system issues from reporting to closure.

Control delinquency of assigned group of accounts within set standards

• Ensure department meets delinquency and Net Credit Loss objectives.
• Ensure achievement of key metrics of all Collections systems that are aligned with overall business objectives
• Implement strategies to further optimize system performance in line with the objectives of all Collections Units
• Participate in strategic planning for the long-term development of the system
• Liaise with other departments, branches, or units regarding collection concerns

Minimize Risk and credit losses

• Assists unit heads, collection strategist, senior officers, and team leaders in ensuring failover plans are followed
• Assists in managing Collections systems and other system documentation requirements for all Collection units
• Conducts periodic system UAT based on requirements

Address various customer issues

• Help resolve client concerns on use of systems
• Perform various tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ).

Qualifications:

• Bachelor's degree holder; preferably graduate of business course. Relevant experience in Collections / Credit / Risk Management. Knowledge in bank and credit card processes/systems is preferred.
• At least 7 years experience in collections, preferably from a credit card company or bank
• At least 5 years in a supervisory/managerial role, preferably handling officers and staff
• Strong working knowledge on MS Word, Excel, and PowerPoint; knowledge on IT programming (e.g. SQL, VB, Sybase, etc.), and other technology software is an advantage
• Experience in automated collection systems (e.g. Tallyman, Adeptra) and predictive dialer is an advantage.

Other Details:

Rank: Senior Officer

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division

Location: Pasay City