Collections Manager

Eagle Eye Business & Collection Services, Inc.; Metro Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Eagle Eye Business & Collection Services, Inc. in the Philippines seeks an experienced operations leader to direct and optimize daily collections for office and field teams, aiming to meet monthly recovery targets and KPIs.

This role formulates strategies across diverse portfolios, monitors performance with real-time dashboards, ensures strict regulatory compliance, leads high-value account disputes, and collaborates with Legal, HR, and Finance to drive efficiency and growth.

Responsibilities

• Direct, supervise, and optimize daily operations for office-based and field collection teams to achieve monthly recovery targets and operational KPIs.
• Formulate, execute, and refine collection strategies across diverse debt portfolios (e.g., credit cards, personal loans, commercial accounts, auto/collateralized loans).
• Monitor portfolio performance metrics, roll rates, intensity rates, and collector productivity through real-time dashboards and analytics.
• Enforce strict compliance across all collection activities with the Data Privacy Act (R.A. 10173), SEC regulations, BSP guidelines, and company ethical standards.
• Handle high-value accounts, complex debtor disputes, and escalated complaints requiring manager-level intervention and settlement negotiations.
• Partner with the Legal Department to endorse non-performing accounts for legal action, asset repossession, or formal demand letters.
• Prepare and present comprehensive recovery reports, collection forecasts, and operational risk analyses for Executive Management and corporate clients.
• Manage client relationships, serving as the primary operational point of contact for client audits, SLA reviews, and performance calibration meetings.
• Conduct regular quality assurance (QA) audits on call recordings, field collection logs, and collector-client interactions.
• Oversee account allocation, queue strategies, and collection system/dialer workflows to maximize contact rates and team efficiency.
• Collaborate with HR and Finance to design competitive incentive schemes, manage manpower planning, and handle performance management.
• Supervise field collection logistics, ensuring field analysts follow proper safety, verification, and payment liquidation protocols.
• Draft, update, and implement standard operating procedures (SOPs), collection scripts, and operational guidelines.
• Mentor, coach, and conduct regular performance reviews for Supervisors, Team Leads, and Collection Staff to drive employee retention and growth.
• Perform other strategic operational tasks and projects assigned by Executive Management.
• Provide recommendations to management for strengthening workplace culture and employee retention practices.

Job description

1. Direct, supervise, and optimize daily operations for office-based and field collection teams to achieve monthly recovery targets and operational KPIs.

2. Formulate, execute, and refine collection strategies across diverse debt portfolios (e.g., credit cards, personal loans, commercial accounts, auto/collateralized loans).

3. Monitor portfolio performance metrics, roll rates, intensity rates, and collector productivity through real-time dashboards and analytics.

4. Enforce strict compliance across all collection activities with the Data Privacy Act (R.A. 10173), SEC regulations, BSP guidelines, and company ethical standards.

5. Handle high-value accounts, complex debtor disputes, and escalated complaints requiring manager-level intervention and settlement negotiations.

6. Partner with the Legal Department to endorse non-performing accounts for legal action, asset repossession, or formal demand letters.

7. Prepare and present comprehensive recovery reports, collection forecasts, and operational risk analyses for Executive Management and corporate clients.

8. Manage client relationships, serving as the primary operational point of contact for client audits, SLA reviews, and performance calibration meetings.

9. Conduct regular quality assurance (QA) audits on call recordings, field collection logs, and collector-client interactions.

10. Oversee account allocation, queue strategies, and collection system/dialer workflows to maximize contact rates and team efficiency.

11. Collaborate with HR and Finance to design competitive incentive schemes, manage manpower planning, and handle performance management.

12. Supervise field collection logistics, ensuring field analysts follow proper safety, verification, and payment liquidation protocols.

13. Draft, update, and implement standard operating procedures (SOPs), collection scripts, and operational guidelines.

14. Mentor, coach, and conduct regular performance reviews for Supervisors, Team Leads, and Collection Staff to drive employee retention and growth.

15. Perform other strategic operational tasks and projects assigned by Executive Management.

16. Provide recommendations to management for strengthening workplace culture and employee retention practices.