Collections Operations Leader: Growth & Excellence

HCLTech; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

HCLTech Philippines in Metro Manila seeks an experienced Collections Manager to lead the Collections COE operation, ensuring delivery of service levels and effective resource utilization. You will drive process improvements and align teams with corporate goals.

The role requires 8+ years of managerial experience in Finance or Customer Service, proven leadership in a BPO setting, fluent English, and strong collaboration with internal partners to optimize billing and customer outcomes.

Qualifications

• At least 8 years of management experience in Financial Management or Customer Service.
• Understanding the link between responsibilities and organizational goals.
• Adaptability to major changes in work tasks or environment.
• Ability to visualize and solve complex problems with sensible decisions.
• Strong background in Finance or Customer Service.
• Excellent verbal and written communication, including presentations to all levels of the organization.
• Demonstrated leadership and vision in managing staff and projects.
• Excellent interpersonal skills and collaborative management style.
• Commitment to high professional ethical standards and diversity.
• Thrives in a fast-paced, community environment.
• Strong people management and openness to direction.
• Experience managing complex processes and performance measures.
• Ability to debate issues and view situations from multiple viewpoints.
• Persuasive with details and facts.
• Comfort with a diverse environment.
• Developing collaborative relationships to achieve goals.

Responsibilities

• Manage operation to ensure delivery of service levels; develop mitigation plans.
• Manage headcount and overtime with the Project Leader.
• Interface with HCL and Xerox partners to ensure timely billing and resolve customer elevations.
• Improve billing-related processes; manage resources, business processes and planning.
• Utilize HR/IT/Analytics to develop strategies and maintain morale.
• Communicate performance, issues and risks to Leadership.
• Play a role in long-term planning and operational excellence initiatives.

Skills

Coaching/Leadership

Balancing customer needs

Problem solving mindset

English proficiency

MS Office skills

Managerial experience

Leadership in Collections (BPO)

Education

Bachelor’s degree in Business Administration / Accounting / Engineering or similar

Tools

MS Office

Job description

HCLTech Philippines in Metro Manila seeks an experienced Collections Manager to lead the Collections COE operation, ensuring delivery of service levels and effective resource utilization. You will drive process improvements and align teams with corporate goals.

The role requires 8+ years of managerial experience in Finance or Customer Service, proven leadership in a BPO setting, fluent English, and strong collaboration with internal partners to optimize billing and customer outcomes.