Head of Credit Ops Analytics and Collections Strategy

Build the Future of Collections

We're looking for a strategic leader who can turn complex data into smarter decisions, better customer outcomes, and stronger business performance.

As the Head of Collections Strategy and Business Analytics, you will lead the strategy, analytics, reporting, and performance management functions across the entire collections lifecycle. You'll use data, technology, experimentation, and operational insight to shape how collections are managed at scale, helping drive recovery performance while maintaining customer trust, regulatory compliance, and operational excellence.

This is a high-impact leadership role that partners closely with teams across Risk, Finance, Product, Technology, Data, Compliance, Legal, Operations, and external service providers to build scalable, data-driven collections capabilities.

What You Will Do:

Define and Lead Collections Strategy

• Own collections strategy across the full customer lifecycle, including pre-delinquency, early-stage collections, recoveries, restructuring, settlements, charge-offs, debt sales, and customer assistance programmes.
• Design and continuously improve segmentation frameworks, treatment strategies, contact policies, escalation paths, and eligibility rules.
• Develop omnichannel collections strategies across voice, digital, field, internal, and agency channels.
• Drive strategy optimisation through controlled testing, experimentation, and performance measurement.

Lead Analytics and Business Intelligence

• Establish a robust analytics and reporting framework that delivers accurate, actionable, and timely insights.
• Develop portfolio analytics covering delinquency trends, cure rates, recoveries, roll rates, payment behaviour, customer engagement, vendor performance, and cost-to-collect metrics.
• Lead executive reporting, translating complex data into clear business recommendations.
• Conduct deep-dive analyses to identify performance drivers, emerging risks, operational gaps, and improvement opportunities.

Drive Forecasting, Financial Planning, and Performance Management

• Lead forecasting and scenario modelling for collection volumes, recoveries, staffing requirements, agency placements, operating expenses, and strategic investments.
• Manage budget planning, financial performance monitoring, and resource optimisation.
• Track business performance against key targets and recommend corrective actions when needed.
• Define and govern performance metrics across collections operations, recoveries, quality, workforce management, customer outcomes, and vendor management.

Optimise Operations, Technology, and Vendor Performance

• Develop allocation strategies for internal teams and external collection partners.
• Oversee the performance and governance of collection systems, predictive diallers, digital engagement platforms, and supporting technologies.
• Drive automation, workflow improvements, self-service analytics, and business intelligence initiatives that accelerate decision-making.
• Manage vendor and technology partner relationships, ensuring service levels, performance standards, and risk controls are consistently maintained.

Lead Change and Strategic Initiatives

• Serve as the business lead or subject matter expert for collection-related transformation programmes and enterprise initiatives.
• Lead user acceptance testing (UAT) activities for strategy, system, integration, and platform changes.
• Ensure successful implementation of new capabilities through strong governance, stakeholder alignment, and change management.
• Support business continuity, operational resilience, and technology readiness planning.

Build High-Performing Teams

• Lead, coach, and develop strategy and analytics professionals.
• Create a culture of accountability, innovation, continuous improvement, and data-driven decision-making.
• Drive succession planning, capability development, workforce planning, and employee engagement.
• Foster strong collaboration across business units and external partners.

Strengthen Governance and Customer Protection

• Ensure all strategies and activities align with regulatory requirements, consumer protection standards, data privacy obligations, information security controls, and fair collection practices.
• Maintain strong governance through data controls, reconciliations, implementation reviews, access management, audit readiness, and ongoing risk monitoring.
• Champion responsible and customer-centric collections practices across the organisation.

What You Need to Succeed:

• Bachelor's degree in Finance, Economics, Statistics, Mathematics, Engineering, Computer Science, Data Science, Business Analytics, Business, or a related field. Advanced qualifications are a plus.
• Seasoned experience in banking, lending, collections, credit risk, portfolio management, analytics, or related functions, including 4+ years in a leadership role.
• Proven success in designing and executing collections strategies across consumer lending portfolios, including credit cards, personal loans, digital lending, BNPL, salary loans, or SME lending.
• Strong expertise in analytics, forecasting, segmentation, reporting, KPI management, and performance optimisation.
• Advanced knowledge of SQL, BI tools, collections platforms, decisioning systems, workflow solutions, and automation technologies.
• Solid understanding of Philippine banking regulations, consumer protection, data privacy, information security, outsourcing governance, and operational risk management.
• Strong financial and commercial acumen with experience in budgeting, forecasting, cost optimisation, and vendor management.
• Ability to influence senior stakeholders, lead transformation initiatives, and translate complex analysis into measurable business outcomes.
• Experience with debt sales, recovery forecasting, digital banking, fintech, large-scale operations, Python, R, or cloud-based data platforms is an advantage.
• Demonstrated people leadership experience, with a track record of building, coaching, and developing high-performing teams.