CBS - HEAD, COLLECTIONS STRATEGIES & BUSINESS PERFORMANCE

Metrobank; Pasay; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Metrobank is seeking a Head of Collections Strategies and Business Performance to lead unit operations and strategies for collections management. The role focuses on performance enhancement through collaboration and strategic planning while overseeing system implementations and adherence to compliance standards.

The ideal candidate will possess extensive experience in collections, risk management, and system oversight, with a strong background in team leadership and technology in banking processes.

Qualifications

• Bachelor’s degree holder, preferably in business.
• At least 7 years experience in collections, preferably from a credit card company or bank.
• Strong knowledge of collections systems and bank processes.

Responsibilities

• Lead and manage collections strategies to drive performance.
• Analyze performance metrics to identify improvement opportunities.
• Coordinate with business units to achieve collection goals.

Skills

Collections/Credit Management

Risk Management

Team Leadership

Data Analysis

IT Programming

Education

Bachelor’s degree in business

Tools

Tallyman

Adeptra

Predictive Dialer

MS Word

SQL

Job description

Position Title

Head, Collections Strategies and Business Performance

Job Summary

The jobholder leads and manages the unit, driving the collections strategies with the various collections systems as the primary tool (i.e. Collection Management System, Predictive Dialer System, Adeptra, etc.). He/she ensures that strategy executions in the systems are in accordance with performance and productivity standards. He/She provides appropriate strategies and fosters collaboration to drive sustained and continuous improvement in achieving collection goals. He/she ensures adherence to the existing Collections policies and procedures, as well as provisions promulgated by the regulatory bodies.

Specific Duties & Responsibilities

Manage strategy formulation and execution

• Monitor daily operations of Collections to ensure consistent execution of strategies.
• Analyze data and/or reports to spot key areas and opportunities on productivity to improve overall Collections Metrics.
• Initiate and collaborate with other Unit Heads on strategic plans and challengers.

Manage Projects and Initiatives

• Manage stakeholders in the delivery of projects and initiatives.
• Function as Business Lead for Collections projects or SME for enterprise-wide projects.
• Ensure availability of required inputs such as Concept Paper, Business Requirements Document, and Test Scripts.
• Manage User Acceptance Testing from planning to execution.

Manage performance of Collections Systems

• Ensure tasks related to Collections Systems (Tallyman, Predictive Dialer System, Adeptra CCS, etc.) are done by point persons or assigned officer/s.
• Review system performance data to identify trends, implement plans of action and/or strategies for all Collections Units.
• Coach and motivate team members to achieve set targets/standards and recommend strategies for further improvement.
• Assist in capacity planning.
• Ensure proper management and operation of systems used by the unit.

Manage team performance

• Perform periodic performance review.
• Identify training needs of direct reports.
• Maintain and improve employee engagement.

Manage performance of Internal and External Customers

• Coordinate with various business units to achieve collection goals.
• Work with the IT unit to ensure that technology is current and efficiency is optimal.
• Work with vendors concerning Service Level Agreements (SLAs), maintenance, update, and upgrade requirements.
• Manage and monitor system issues from reporting to closure.

Control delinquency of assigned group of accounts within set standards

• Ensure department meets delinquency and Net Credit Loss objectives.
• Ensure achievement of key metrics of all Collections systems that are aligned with overall business objectives.
• Implement strategies to further optimize system performance in line with the objectives of all Collections Units.
• Participate in strategic planning for the long-term development of the system.
• Liaise with other departments, branches, or units regarding collection concerns.

Minimize Risk and credit losses

• Assist unit heads, collection strategist, senior officers, and team leaders in ensuring failover plans are followed.
• Assist in managing Collections systems and other system documentation requirements for all Collection units.
• Conduct periodic system UAT based on requirements.

Address various customer issues

• Help resolve client concerns on use of systems.

Perform various tasks that may be assigned from time to time (e.g., BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ).

Qualifications

• Bachelor’s degree holder; preferably graduate of business course.
• Relevant experience in Collections / Credit / Risk Management.
• Knowledge in bank and credit card processes/systems is preferred.
• At least 7 years experience in collections, preferably from a credit card company or bank.
• At least 5 years in a supervisory/managerial role, preferably handling officers and staff.
• Strong working knowledge on MS Word, Excel, and PowerPoint; knowledge on IT programming (e.g. SQL, VB, Sybase, etc.), and other technology software is an advantage.
• Experience in automated collection systems (e.g. Tallyman, Adeptra) and predictive dialer is an advantage.

Other Details

Rank: Senior Officer

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division