Collections & Retention Team Lead — Drive Results

The Corporate Institute; Hinoba-an; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

The Corporate Institute in the Philippines seeks a Team Lead – Collections & Retention to drive day-to-day performance of a team focused on recovery and retention targets. You will coach, escalate, and ensure service quality and compliance, while maintaining a positive customer experience.

You will supervise 10–20 staff, set targets, monitor quality, and coordinate with multiple teams to resolve issues and improve outcomes.

Qualifications

• Bachelor’s degree in commerce, finance, or business administration.
• 5–8 years in collections, recovery, or retention with 2+ years in leadership.
• Knowledge of regulatory/compliance guidelines for collections.
• Proficient with CRM systems, dialers, and MS Excel for reporting.
• Strong communication, coaching, and people-management skills.

Responsibilities

• Supervise a team of 10–20 Collections/Retention Executives and monitor productivity.
• Set and track targets for collections, retention, SLA adherence, and quality.
• Provide coaching, conduct reviews, and address skill gaps with training teams.
• Handle escalated cases and negotiate settlements or retention offers within limits.
• Prepare daily dashboards and coordinate with QA, Training, WFM, and Compliance.

Skills

People management

Coaching & feedback

Communication skills

Negotiation

Pressure management

Education

Bachelor's degree in Commerce/Finance/Business Admin

Tools

CRM systems

Dialers

MS Excel

Job description

The Corporate Institute in the Philippines seeks a Team Lead – Collections & Retention to drive day-to-day performance of a team focused on recovery and retention targets. You will coach, escalate, and ensure service quality and compliance, while maintaining a positive customer experience.

You will supervise 10–20 staff, set targets, monitor quality, and coordinate with multiple teams to resolve issues and improve outcomes.