Title: Head of Credit Operations & Collections
Employment: Under Payreto, with possible deployment to a client
Work Setup: Full onsite in Makati
Schedule: Monday to Friday, 9:00 AM–6:00 PM
Position Overview
The Head of Credit Operations & Collections is a high-velocity, executive-level operational leader responsible for building, scaling, and optimizing the company's end-to-end credit assessment, underwriting alignment, and debt recovery infrastructure from the ground up. Operating at a foundational leadership level, this role blends strategic risk governance, portfolio analytics, and empathetic negotiation frameworks to guide over-leveraged consumer segments toward sustainable debt restructuring solutions. The ideal candidate possesses a builder mentality, high operational urgency, deep Philippine regulatory literacy, and proven expertise restructuring high-volume collections engines.
WHAT WILL YOU DO
- Collections Infrastructure Architecture & Recovery Execution
- Architect and deploy the end-to-end collections infrastructure from scratch, including operational policies, SOPs, escalation frameworks, bucket-wise strategies, and technology stacks
- Formulate early-to-late stage delinquency workflows, encompassing hardship restructuring models, skip tracing, legal escalation pathways, and write-off protocols
- Select and integrate automated dialers, CRM recovery engines, payment reminder architectures, and real-time portfolio dashboards
- Establish and govern strategic partnerships with external collection agencies and legal mediators for escalated recovery cases
- Enforce 100% operational compliance across all collection activities with BSP regulations, consumer protection standards, and the Data Privacy Act (RA 10173)
- Credit Operations & Partner Disbursement Oversight
- Direct day-to-day credit operations workflows, encompassing application intake, document verification, and disbursement coordination with regulated banking and multifinance partners
- Partner cross-functionally with credit risk teams to calibrate underwriting criteria tailored specifically to distressed, multi-lender salaried consumer segments
- Enforce debt consolidation operational mechanics, ensuring bridging disbursements are executed directly to existing creditors to mitigate capital leakage
- Continuously optimize application-to-disbursement turnaround time (TAT) while maintaining accurate, audit-ready decision and settlement logs
- Team Leadership, Agent Coaching & Organizational Scaling
- Recruit, onboard, and direct a high-performing team of collections agents, establishing productivity benchmarks, call quality standards, and ethical codes of conduct
- Deliver continuous coaching and structured capability-building modules to foster a culture that balances firm recovery targets with empathetic borrower engagement
- Scale the credit and collections organization systematically from a core founding team into a multi-tiered operational department as portfolio AUM expands
- Portfolio Diagnostics, Risk Reporting & Cross-Functional Alignment
- Define, monitor, and report key portfolio health metrics, including DPD bucket movements, roll rates, contact-to-resolution ratios, recovery yields, and net loss ratios
- Build dynamic executive dashboards providing real-time visibility into portfolio degradation, agent productivity, and recovery yields for senior management
- Maintain tight cross-functional alignment with Risk, Legal, Customer Success, Finance, and Product teams to deliver a frictionless credit-to-collections lifecycle
- Leadership Readiness & Expansion Mechanics
- Contribute continuous field insights to refine the company's collections playbooks, negotiation scripts, and borrower de-escalation matrices
- Support future vertical pilot initiatives, assisting in testing and scaling credit recovery operations across expansion markets within the Asia-Pacific region
CORE COMPETENCIES
- Collections Infrastructure Architecture: Proven capability to design, deploy, and scale complete debt recovery infrastructure, policy frameworks, and bucket-wise strategies from scratch
- Credit Operations & Workflow Optimization: Hands-on oversight of credit assessment intake, underwriting alignment, and direct-to-creditor disbursement governance
- Portfolio Analytics & DPD Diagnostic Modeling: Sharp analytical literacy to interpret DPD curves, roll rates, and recovery metrics, translating raw portfolio data into actionable risk strategies
- Regulatory Compliance & Ethical Governance: In-depth expertise in Philippine lending regulations, BSP consumer protection norms, and Data Privacy Act (RA 10173) compliance
- Empathetic Negotiation & De-Escalation: High-impact negotiation capabilities to de-escalate borrower distress, structure affordable repayment plans, and maintain high brand trust
WHAT SHOULD YOU HAVE
- Bachelor's degree in Finance, Business Administration, Economics, or a related field
- Minimum 6–8 years of progressive experience in Credit Operations and Collections within a Bank, Fintech, Financing, or Multi-Finance company
- Minimum 2–3 years of direct managerial experience leading collections agents and credit operations teams
- Demonstrated track record of building, restructuring, or scaling collections operations and policy frameworks from the ground up
- Strong exposure to consumer lending products (salary loans, personal loans, paylater, credit cards) in fast-paced or high-growth environments
- Full professional fluency in both written and spoken English and Tagalog/Filipino to draft regulatory-compliant documentation, manage borrower negotiations, and direct local operations
