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Position Title: Head, Frontend and Back Office Unit
Job Summary
- The jobholder manages the whole Frontend and Back Office team members to ensure that all activities conducted are in accordance with performance and productivity standards and within guidelines.
- He/She provides appropriate strategies to drive and sustain improvement and to achieve collection goals.
- This person ensures adherence to the existing Collection policies and procedures as well as provisions promulgated by other regulatory bodies
Specific Duties & Responsibilities
- Manage performance of team members
- Monitors productivity of unit and provide regular feedback
- Coaches and motivate team members to achieve set targets/standards and recommend strategies to improve performance
- Periodic performance reviews
- Identify training needs of handled team members
- Performs capacity planning
- Participates in improving employee engagement
- Ensures proper management and operation of various systems used by the unit
Control Delinquency and process management of assigned of accounts within set standards
- Monitors Key Performance Indicators (KPIs) for Frontend and Back Office team members
- Reviews team member's account to ensure that all accounts are worked on and productivity standards are attained
- Monitors telephone conversation of team members in following up payments from delinquent borrowers
- Liaise with other departments, branches, or units regarding collection concerns and constant communication with the branch thru telephone conversation or email
- Implements collection strategies for Frontend accounts to ensure that collection efficiencies and delinquency metrics are within acceptable level
- Reviews team member's task list to ensure that requests are processed within acceptable TAT and error rate threshold
- Reviews and endorses requests for preparation of payments related to legal expenses and service fees performed by Debt Collection Agencies (DCAs)
- Reviews and ensures that Back Office maintains an updated tracker of accounts due for booking to Real and Other Properties Acquired (ROPA)
Minimize Risk and Credit Losses
- Initiates cost-cutting strategies to help lower cost-to-collect
- Assists in reporting possible fraud accounts to concerned units
- Reviews agent's maintenance and related actions
- Reviews agent's requests for reversals
Address Customer Issues
- Validates customer complaints and provides counseling
- Ensures client concerns are addressed properly and promptly
- Recommend ways to further improve existing collections strategies, policies and procedures and ensure the team's compliance to office policies as well as provisions promulgated by other regulatory bodies.
- Perform projects/responsibilities that may be assigned from time to time (e.g. BORC, BCP, Cost Champion, Corporate Correspondences, Line trainer, E-champ)
Qualifications:
- Bachelor's degree holder; preferably graduate of Business course
- At least four (4) years of experience in collections, preferably from a Secured/Unsecured Retail Business or Bank
- At least five (5) to seven (7) years in a supervisory / managerial role, preferably handling officers and staff
- Experience in building collections strategies and capacity planning is a must
Other Details:
Rank: Junior Officer
Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division
Location: Pasay City
