Collections Manager

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Collections Manager to lead collections operations across the bank. You will supervise Collections Associates and Collection Agencies, implement strategies to meet collection targets, and ensure adherence to regulatory standards and service quality.

The role emphasizes performance monitoring, process improvement, and leadership development to sustain operational excellence.

Qualifications

• College graduate

Responsibilities

• Monitor monthly performance of Collections Associates and Agencies and drive targets

Skills

Leadership

Collections management

People supervision

Service sales

Agency management

Oral and written communication

Data analysis

Education

Bachelor's degree

Tools

MS Excel

CRM software

Job description

The Collections Manager is responsible for ensuring the achievement of collection, support, and quality targets that contribute to the overall business goals of the Bank. This role involves supervising Collections Associates and managing Collection Agencies to drive high performance, excellent customer service, and process efficiency. The position also focuses on compliance with regulatory standards, capacity planning, talent development, and the implementation of initiatives that promote sustainability and operational excellence.

Responsibilities

• Monitors the monthly performance of Collections Associates and Collection Agencies and institutes measures to attain collection and productivity targets
• Evaluates and formulates strategies and initiatives to ensure target achievement
• Reviews and approves escalated customer concerns including credit card charge reversals and payment arrangements within target turnaround time
• Oversees the management of collection agencies including accreditation, performance evaluation, and compliance with service level agreements
• Ensures adherence to BSP, industry, and Bank regulations on collections practices nationwide
• Reviews and implements projects and initiatives to enhance process proficiency and operational efficiency
• Monitors team expenses and ensures spending is within approved budget to meet loss provision and sustainability goals
• Provides leadership in personnel management through training, feedback sessions, and employee engagement activities
• Ensures compliance with mandatory trainings, regulatory policies, and procedures on consumer protection and data privacy
• Recommends and implements quality assurance standards and conducts reviews of collection activities to improve service delivery
• Investigates customer complaints and audit findings and develops corrective and preventive actions
• Oversees client handling including disputes, payment arrangements, and data analysis for service improvement

Qualifications

• College graduate
• Extensive experience in collections, people supervision, service sales, or agency management
• Attendance in seminars on supervisory skills, customer service, and collection techniques
• Strong leadership and people management skills
• Proficiency in oral and written communication