The Senior Manager for Collections (Voice) is responsible for leading and managing large-scale, voice-based collections operations. The role focuses on achieving performance targets, enhancing customer experience, and ensuring compliance.
Work Setup: Onsite in Alabang, Muntinlupa City.
Key Responsibilities
- Operations & Performance Management: Lead daily collections operations, establish KPIs/SLAs for productivity and recovery, and optimize workflows to increase efficiency
- Leadership & People Management: Lead a team of Supervisors and Team Leaders, conduct performance reviews, and implement reward programs
- Quality & Compliance: Ensure adherence to data privacy and regulatory standards, conduct call audits and quality monitoring
- Process Improvement: Use data-driven insights to recommend automation and process changes that improve collection efficiency.
Key Qualifications
- Experience: 7–10+ years total in Collections, with 3+ years in a managerial role leading voice-based collection.
Education:
Bachelor's degree in business, Finance, or a related field (or equivalent experience
Skills:
- Strong analytical skills, excellent communication, and the ability to lead large teams in high-volume environment.
Preferred:
- Experience supporting US, UK, or AU markets; exposure to collections regulations (FDCPA, CFPB); and proficiency with dialer systems and CRM tools.
Key Metrics
- Performance is measured by collection/recovery rates, Right Party Contact (RPC) rate, Promise to Pay (PTP) conversion, compliance/QA scores, and team productivity.
