Senior Operations Manager, Collections

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it's the foundation of who we are and what we do. As a Senior Operations Manager, Collections, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You'll Do:

We are seeking an experienced Senior Operations Manager, Collections to lead and oversee collections operations at our Iloilo site. This role is responsible for driving operational performance, client satisfaction, employee engagement, and financial results while ensuring compliance with regulatory and client requirements.

The ideal candidate is a results-oriented leader with extensive experience managing high-performing collections teams within the BPO, financial services, or contact center industry. They possess a strong understanding of collections strategies, operational excellence, workforce optimization, quality, and performance management.

Operations Leadership

• Provide strategic leadership for collections operations, ensuring achievement of client KPIs, financial targets, and service level agreements.

• Develop and execute operational strategies to improve collections performance, productivity, and customer experience.

• Monitor operational metrics and implement action plans to address performance gaps.

• Drive continuous improvement initiatives to optimize efficiency, quality, and profitability.
  
  

Client Management

• Serve as the primary operational contact for assigned clients.

• Conduct regular business reviews and present operational performance, insights, and improvement plans.

• Build strong client relationships through proactive communication and solution-oriented leadership.
  
  

People Leadership

• Lead, coach, and develop Operations Managers, Team Leaders, and support teams.

• Foster a high-performance culture focused on accountability, engagement, and employee development.

• Partner with Learning & Development to strengthen leadership capability and succession planning.

• Drive employee engagement and retention initiatives.
  
  

Collections Strategy & Performance

• Develop and implement effective collections strategies to maximize recovery rates while maintaining compliance and customer experience.

• Analyze portfolio performance, identify trends, and recommend improvements to increase liquidation and operational efficiency.

• Partner with Workforce Management, Quality, Training, and Analytics teams to optimize operational performance.
  
  

Compliance & Risk

• Ensure adherence to client requirements, company policies, and applicable regulatory standards governing collections operations.

• Promote ethical collections practices while maintaining data privacy and information security standards.

• Lead internal and client audits as required.
  
  

Financial & Business Management

• Manage operational budgets and resource utilization.

• Identify opportunities for revenue growth, cost optimization, and operational scalability.

• Support new business opportunities, transitions, and operational expansions when required.

What We're Looking For:

• College level in Business Administration, Management, Finance, or a related field.

• Minimum of 8–10 years of experience in contact center operations with significant experience leading collections programs.

• At least 5 years in a Senior Operations Manager, Operations Manager, or equivalent leadership role supporting collections.

• Demonstrated success managing large-scale collections operations with responsibility for multiple teams and leaders.

• Strong knowledge of collections methodologies, portfolio management, performance analytics, and operational best practices.

• Experience managing client relationships and presenting to senior stakeholders.

• Strong financial acumen and operational planning experience.

• Excellent leadership, coaching, communication, and problem-solving skills.

• Advanced proficiency in Microsoft Excel and PowerPoint, with the ability to analyze data and present actionable insights.
  
  

Preferred

• Experience supporting U.S. collections programs within the BPO industry.

• Familiarity with collections regulations such as FDCPA and other applicable compliance requirements.

• Experience leading site launches, transitions, or business expansions.

• Lean Six Sigma or other continuous improvement certifications are an advantage.
  
  

Success Measures

The successful candidate will consistently:

• Achieve and exceed collections and client performance targets.

• Improve recovery rates, productivity, and operational efficiency.

• Maintain high employee engagement and retention.

• Deliver exceptional client satisfaction.

• Build a strong leadership pipeline and develop future leaders.

• Drive continuous improvement initiatives that support business growth.
  
  

Work Arrangement: Onsite – Iloilo City, Philippines

Why Join Us

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we're more than a workplace—we're a community that's invested in your success. If you're ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!