B2B Collections Team Leader | SLA-Driven Coach

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a seasoned leader to head a B2B Collections team in Metro Manila. You will drive performance, coach team members, ensure SLA targets, and manage the end-to-end collections lifecycle with integrity and accuracy.

Responsibilities include guiding 10–20 FTEs, maintaining quality and regulatory compliance, and delivering customer satisfaction through effective communication. This role requires strong English skills and a hands-on, fast-paced mindset.

Qualifications

• At least 2 years of supervisory or team leadership experience in a BPO/shared services environment.
• Strong background in B2B Collections, Credit Services, AR/Collections Operations, or related functions.
• Excellent English communication skills, both written and verbal.
• Proficient in MS Office applications and computer navigation.
• Strong decision-making, problem-solving, and accountability skills.
• Ability to manage high transaction volumes while maintaining quality and productivity standards.

Responsibilities

• Lead a team of 10–20 FTEs to meet targets and SLAs.
• Oversee day-to-day operations of the B2B Collections team.
• Ensure achievement of assigned targets in line with SLAs and business objectives.
• Maintain transaction quality and compliance with established standards and procedures.
• Monitor and control claim costs while minimizing leakage and operational risks.
• Ensure accuracy of reserves and payments and manage the full claims lifecycle.
• Handle inbound and outbound calls, emails, and other claim-related correspondence.
• Drive customer satisfaction through effective communication, rapport building, and timely issue resolution.
• Monitor team performance and implement coaching and development initiatives as needed.
• Ensure adherence to company policies, regulatory requirements, and operational procedures.
• Perform additional duties and special projects as assigned by management.

Skills

Team leadership

B2B collections

Credit services

AR/collections

Tools

MS Office

Job description

EXL Service Philippines, Inc. is seeking a seasoned leader to head a B2B Collections team in Metro Manila. You will drive performance, coach team members, ensure SLA targets, and manage the end-to-end collections lifecycle with integrity and accuracy.

Responsibilities include guiding 10–20 FTEs, maintaining quality and regulatory compliance, and delivering customer satisfaction through effective communication. This role requires strong English skills and a hands-on, fast-paced mindset.