The PH Collections Manager is responsible for monitoring, supervising, and maximizing the performance and recovery outcomes of the Philippines Collections Team. This role focuses on recovering delinquent accounts, optimizing collections strategies, and improving operational efficiency across internal teams and external partners.

The Collections Manager will review collections strategy performance, design and implement improvements, and monitor key operational metrics such as contactability, promises made, promises kept, and negotiation outcomes. The role will also oversee collections agencies, digital channels, to ensure the best possible recovery performance and return on investment (ROI).

Additionally, the PH Collections Manager will work closely with key internal stakeholders including Customer Experience (CX), Risk, Merchant Operations, Fraud, and Finance, and will support initiatives related to credit bureau reporting and default listing processes in the Philippines.

Responsibilities

Collections Strategy & Portfolio Performance

Analyze current collections processes to identify productivity gaps, operational bottlenecks, and opportunities for improvement.

Monitor and improve roll-back rates across delinquency segments.

Evaluate the performance of treatment groups vs. control groups and implement improvements to increase recovery effectiveness month over month.

Propose adjustments to collections strategies aimed at maximizing recovery performance and operational efficiency.

Propose and run experiments and pilots to test new collections approaches including scripts, negotiation strategies, and process improvements.

Portfolio Evolution

Current portfolio performance

Delinquent portfolio movement

Roll and Cure Rates

120+ DPD portfolios in terms of charge off accounts and outstanding balances

Performance Monitoring

Contactability rates

Promises made vs. promises kept

Recovery performance by channel

Performance comparison between  digital channels, AI solutions and external agencies




Third-Party Collections Agency Management

Monitor and manage collections agencies, ensuring compliance with company policies, service quality standards, and performance expectations (ROI).

Conduct goal settings and regular performance reviews with collection partners to identify gaps and implement corrective actions.

Support the selection and onboarding of third-party collections agencies when required.

Collections Operations & Channels

Review and improve the effectiveness of collections tools, systems, and reporting dashboards.

Monitor the performance of digital and alternative collections channels including SMS, email, Viber, and other notification tools.

Identify opportunities to implement new communication channels such as messaging platforms or automated outreach tools.

Compliance & Stakeholder Alignment

Collections Governance Alignment

Maintain regular alignment with Regional and Global Collections leadership to ensure local operations remain consistent with global collections strategies, governance frameworks, and best practices.

Collaborate closely with the Collections Tools teams to ensure operational needs are reflected in collections platforms, communication channels, and automation tools used by the local operations.

Coordinate with the Collections Metrics teams to ensure performance monitoring, reporting standards, and dashboard definitions remain aligned with global frameworks and governance guidelines.




Cross-Functional Stakeholder Alignment

Maintain regular alignment with Risk and Fraud teams to ensure consistency in collections strategy, KPIs, and portfolio performance analysis.

Support implementation of Credit Bureau reporting and default listing processes in the Philippines as part of the broader collections strategy.

Participate in cross-functional working groups for new launches in the Philippines market, ensuring collections strategies and processes are in place prior to launch.

Requirements

achelor's degree in Business, Finance, Accounting, Economics, or a related field.

4+ years of experience related to collections, with front-line collection operation experience.

Familiarity with the collections environment in the Southeast Asian market.

Experience managing third-party collections agencies, including vendor oversight, performance reviews, and contract management.

Knowledge of dialer systems and outbound contact technologies used in collections operations.

Knowledge of local collections regulations, consumer protection laws, and compliance requirements in the Philippines.

Knowledge of collections processes, credit risk management, and payment operations.

Strong analytical and problem-solving skills.

Excellent communication and stakeholder management skills.

Ability to work effectively in a fast-paced and performance-driven environment.

Proficiency in Excel / Google Sheets and data analysis tools.

Strong structured and data-driven approach to decision-making.

English Advanced and local language.

Preferred Qualifications

Experience with SQL or data querying tools is a plus.




Team Structure

The PH Collections Manager will oversee:

1 Collections Supervisor (direct report)

Benefits

100% Company Funded : Private Health Insurance for employee and immediate family
20 days vacation, unlimited sick leave
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Phone Finance, headphone benefit, home office equipment allowance and wellness perks
Catered Lunch