Local Collections Team Leader

Company Description Hi-Tech Smart Solutions (HTSS) began as an all-in-one digital contact center for financial institutions in Southeast Asia, focused on efficiency, cost-effectiveness, data security, and complaint-free operations. The company is now expanding into an investment-driven platform in the non-performing loan (NPL) and consumer finance sectors, combining operational excellence with co-investment and portfolio acquisition opportunities. HTSS continues to support clients through its digital solutions, including virtual voice operators, automated dialing, omnichannel communication, and advanced analytics. The organization is building a broader, scalable offering that integrates technology, recovery expertise, and investment capabilities, creating new growth opportunities for team members. Applicants can expect to join a company in a dynamic phase of innovation and expansion.

Role Description The Local Collections Team Leader is a full-time, on-site role based in Pasig. This role oversees a team of local collections agents, sets performance targets, and monitors daily collection activities to ensure effective recovery of accounts while maintaining high standards of customer service and compliance. Responsibilities include assigning and reviewing workloads, analyzing collection performance metrics, coaching team members, and implementing strategies to improve recovery rates and operational efficiency. The Team Leader collaborates with finance and operations teams, supports process improvements, and ensures adherence to regulatory requirements and internal policies. The role also involves handling escalated collection cases, preparing reports for management, and contributing to the development of best practices in debt recovery.

Qualifications

• Strong team leadership skills, including experience supervising or mentoring collections specialists
• Proficiency in debt collection practices with a solid understanding of recovery processes, compliance standards, and negotiation techniques.
• Analytical skills to interpret data, track performance metrics, and develop action plans based on insights.
• Background or familiarity in finance, particularly within consumer finance, NPLs, or related financial services.
• Customer service skills to manage sensitive interactions, handle escalations, and maintain professional relationships with borrowers and clients.
• Excellent communication and interpersonal skills, with the ability to collaborate across departments.
• Experience in a contact center, collections, or credit and risk management environment is highly beneficial.
• Bachelor's degree in Business, Finance, Economics, or a related field, or equivalent relevant experience.
• Comfort with digital tools, reporting systems, and basic office software; experience with collections or CRM platforms is an advantage.
• Ability to work on-site in Pasig and manage time effectively in a fast-paced, target-driven environment.