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Head of Collection

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Job Description and Qualification:

Title:  Collections Leader - PH

Location:  Alabang


Essential Responsibilities:

§ Country Leadership responsibility for Early Stage Outbound, Inbound, Manual, and Support functions for Philippines Collections site.

§ Responsible for portfolio delinquency and loss performance on the Retail Card, Payment Solutions, and Care Credit portfolios. 

§ Manage staff of approximately 1000 Collections Representatives, 50 Portfolio Control Managers and 5 AVPs. Oversee Collections Portfolio Control Managers and AVPs located in the Manila and Cebu site.  Motivate exempt staff and associates to achieve business objectives. Develop and implement various Engagement and Employer of Choice programs.

§ Drive collection performance at the associate and front line manager levels.  Oversee associate performance including collector performance, productivity, reward and recognition programs, and training/development.

§ Partner with Production Management team to deliver high inbound service levels and low abandon call rates and high outbound metrics including penetration and contact rates.

§ Drive a Compliance culture within the Collection Operation and deliver on acceptable compliance defect rates.  Oversee all Compliance, Call Monitoring, and CCRP complaint processes and insure the site is operating in accordance with all Collection policies and procedures.

§ Assume responsibility for compliance with internal audit guidelines and external federal/state regulations.  Support first and second line of defense activities including Process Controls, Compliance Testing, Internal Controls, and Risk Control Self Assessments. 

§ Partner with Collection Strategy Group to proactively identify, develop, implement, and monitor strategies for private label and dual card accounts.  Work with Collections Strategy team to tactically implement strategies across the site.

§ Review and analyze statistical data on a daily basis. Develop, implement, and communicate daily and monthly dashboards, delinquency, loss, collector, and dialer reporting. Notify management of warning signals and drive corrective action.

§ Prepare management information summaries and performance analysis of collection results. Make presentations to Senior Management to communicate results and action plans in forums such as internal Collections Operational Reviews.

§ Implement structured process of continuous improvement to reduce delinquency and losses, reduce non-interest expense, increase productivity, and increase employee morale.

Qualifications / Requirements:

  • Bachelor's Degree or 7 years equivalent work experience.
  • 7 years previous consumer credit experience (private label, general purpose credit card, dual card, personal loan, installment loan) experience required.
  • 7 years collections experience.
  • 5 years leadership experience managing staff.  Proven positive leadership skills relative to interaction with peers, exempt, and non-exempt staff.  Successful track record of positively influencing and working effectively with all levels.
  • 5 years operational analysis experienced required. Strong problem solving skills and attention to detail required.
  • 5 years strong project management skills and established track record of driving process improvement initiatives. Ability to manage multiple projects simultaneously with minimal supervision.
  • Strong technical kills and autodial experience preferred.
  • Must be fully fluent in English

Desired Characteristics:

§ Strong problem solving skills and attention to detail required.

§ Strong technical skills and autodial experience preferred

§ Black Belt and/or Green Belt Certification preferred.

§ Previous track record of achieving business results from both an individual and team perspective. Ability to effectively motivate a team to achieve results.

§ Strong interpersonal and oral/written communication skills.

§ High level of integrity

§ Track record of sound decision-making.

§ Strong English communication skills


PHP 4M – 5.9M