Head of Operations & Collections  

Head of Operations

Manila

We’re on a mission!

Here at GoBear we’re on a super powerful mission! Our purpose is to improve people’s financial health, so that together we can build more secure, stable and sustainable communities across Asia. By working closely with our partners, we make financial products easier to understand and easier to access based on individual needs. That, in turn, helps people live their lives on their own terms.

We’re looking for people (or bears, as we like to call them) who are charged up by this mission. Obviously we want our bears to be smart and hard-working but, more importantly, we want bears who love solving problems, working in close-knit teams and coming up with crazy ideas.

If that sounds good, then read on!

What you’ll get up to?

Reporting to the Group Head of Operations, you’ll be instrumental in establishing our foothold in Filipino market by establishing collections & operations teams from scratch and organizing daily operations together with Head of Collections and Analysts.

What fun you’ll have?

• Establish and build the early collections team, which includes hiring an awesome team of agents and supervisors
• Establish and build customer service and loan verification teams with the help of HQ
• Design and implement collections debt recovery strategies with the the help of HQ
• Setup communication strategy: call scripts, sms, email, letters
• Set and achieve team collections targets with strong commitment to deliver the expected results
• Motivate team members (agents, operators and supervisors ) to achieve collection targets
• Define and implement collections solutions and improvements through own and team initiatives
• Closely monitor all collection reports and evaluate the fulfilment of targets. Provide daily status and regular feedbacks to team members
• Monitor team members work to ensure they adhere to collection policies
• Perform call monitoring by listening to calls to manage calls quality, increase efficiency, improve performance and develop collections strategies in line with QA targets
• Evaluate monthly results, monitor and communicate incentives scheme to team members
• Handle call escalations, solve system issues and any other concerns raised by team members

Got skills?

• Minimum 5 years of work experience as a team leader in the collection call centre
• Possess at least 2 years of experience in managing and leading a team of 20 people
• Advanced knowledge of MS office, especially Excel (pivot tables, function, graphs)
• Strong interpersonal and communication in spoken and written English

Does this sound like you?

• You enjoy working with people
• You like managing a team of likeminded individuals
• You like to solve critical situations
• You are stress-resistant
• You love discipline and having everything in order

More reasons to become a bear!

You’ll get to learn from a multi-cultural team of fin-tech disruptors at one of the fastest growing online brands in Asia.

Our work makes us innovative, agile, brave and result-driven but we also just love what we do – and because we love what we do, we’re fun to be around (well, we think so anyway). We’ve got an open and transparent culture so what you see is what you get: we’re not cool with office politics.

We value freedom and high performance above blindly following processes. In fact, we like it when you challenge our processes. We also like it when you show curiosity for new ideas that make a difference. And, we love it when you discover practical solutions to tough problems. We give lots of high fives for solving tough problems.