Job Title: Senior Manager Collections (Voice Operations)
Department: Finance Operations / Order-to-Cash (O2C)
Location: Onsite Manila
Employment Type: Full-time
Reporting To: Assistant Program Manager
Role Overview
The Senior Manager Collections (Voice Operations) leads and manages voice-based collections teams responsible for outbound and inbound customer interactions to recover outstanding receivables, negotiate payment arrangements, and resolve account issues.
This role ensures delivery against collections targets and service level metrics while promoting a positive customer experience and maintaining compliance. The position oversees a large organization of Supervisors and Collections Representatives, partners with global stakeholders, and drives operational excellence, efficiency, and employee engagement.
Key Responsibilities
Voice Collections Operations
- Lead day-to-day operations of voice-based collections teams, including outbound calling, inbound support, payment negotiations, and follow-ups
- Ensure consistent achievement of targets for DSO, cash collections, and delinquency reduction
- Manage queue strategies, call allocation, and productivity levels; partner with Workforce Management to monitor dialer performance
Performance & People Management
- Lead and develop Supervisors overseeing Collections Representatives; accountable for coaching, mentoring, and performance management
- Conduct regular coaching sessions and development initiatives to strengthen call effectiveness and negotiation skills
- Execute workforce planning strategies aligned with volume forecasts and operational needs
Stakeholder & Client Engagement
- Serve as the primary operational contact for business partners, finance leaders, and internal stakeholders to address escalations
- Deliver regular performance updates, dashboards, and executive summaries highlighting results, risks, and improvement actions
Quality, Compliance & Process Control
- Ensure adherence to regulatory, compliance, and client-specific requirements, including call quality, data privacy, and documentation standards
- Maintain alignment with governance, audit, and control frameworks
Continuous Improvement & Transformation
- Identify process gaps and lead initiatives to enhance productivity, automation, and call effectiveness (e.g., scripting, analytics, dialer optimization)
- Implement best practices, tools, and training to improve collections outcomes
Qualifications
Education
- Bachelor's degree in Business, Finance, Accounting, or related field preferred
- Equivalent experience will be considered
Experience
- 812+ years of experience in Collections or Order-to-Cash within BPO, Shared Services, or global delivery environments
- Minimum 5 years in leadership roles managing voice-based collections operations
- Experience supporting high-volume consumer or commercial (B2B) collections programs
Skills & Competencies
- Proven leadership and coaching ability in fast-paced environments managing large teams
- Excellent communication, stakeholder management, and negotiation skills
- Strong analytical capability with deep understanding of collections metrics (DSO, promise-to-pay, productivity)
- Experience with dialer platforms, CRM/collections tools, ERP systems (SAP/Oracle), and reporting tools
