Collection Manager  

Responsible for implementing the Collection Department’s policies, systems, and procedures and for directing the Collection Team to ensure achievement of set KPIs, targets and objectives.

Duties and Responsibilities

• Manages roll rates and prevents further deterioration of past due accounts. Analyzes collection efficiency indicators and default rates, and develops tactical action plans relative to various scenarios e.g. short calling month, seasonal customer payment shortfalls, areas affected by disasters/typhoon resulting to payment delinquencies, etc.
• Works closely with the Chief Collection Head in the implementation of collection strategies for Dialer, Tele and Field teams.
• Ensures that team and collection agency objectives are strategically aligned with the company’s KRAs (Key Result Area) and daily/monthly KPIs (Key Performance Indicators). Be able to properly cascade the targets and ensure that these are met.
• Conducts regular performance evaluation, agency field visits and spot audits for In-House/External collection teams.
• Handles the recruitment, training, and performance management of Collection teams to ensure delivery of the set Key Performance Indicators (KPIs)
• Performs capacity tracking, management, and planning to ensure adequate resources are in place for both In-House and External Agency teams.
• Handles the Cost Collection Management for In-House and outsourced collection partners.
• Collaborates with the supervisors, Call Center and Sales Departments to address and resolve collection-related customer issues, disputes, and complaints.
• Coaches, disciplines, and motivates all collection supervisors and collectors to maintain a healthy work environment.
• Performs other duties that may be assigned from time to time.

General Competencies

• Knowledge in basic computer, i.e. Microsoft office
• Excellent inter-personal and communication skills
• Outstanding planning & organizational skills
• Leadership and presentation skills
• Excellent negotiation skills
• Analytical skills and MIS orientation
• Excellent people management skills
• Result-oriented
• Customer Focused

Technical Skills

• Knowledge of credit and collection policies and procedures, including industry practices.
• Formulation of collection strategies and familiarity on different collection metrics, benchmarks, KPIs, particularly on consumer loans
• Strategic Management and Business Planning

Educational Attainment

• Graduate of any Business course

Work Experience & Duration of Requirements

• At least 5 years experience in the same capacity preferably gained from banking / financial services industry.