Collections Team Head (Cards and Personal Loans)

East West Banking Corporation; Pateros; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

East West Banking Corporation (EastWest) invites experienced professionals to join our Consumer Lending team in Ortigas as Collections Team Head (Cards and Personal Loans). You will lead and motivate a team of collections professionals to execute effective strategies, meet targets, and deliver excellent customer experiences while ensuring compliance with BSP and regulatory requirements.

As a pivotal member of the team, you will drive process improvements, coach staff, monitor performance, and

Qualifications

• Bachelor's degree required.
• At least 3 years in collections or related banking experience.
• Strong negotiation and account resolution skills.
• Analytical and data-driven with ability to interpret reports.
• Proven leadership and stakeholder management capabilities.

Responsibilities

• Lead, coach, and develop a team of Collections Agents to achieve flow rate, outflow, productivity, and portfolio performance targets while maintaining high employee engagement and morale.
• Monitor team performance through regular reviews, coaching sessions, and strategy discussions, implementing training and process improvements to drive results.
• Analyze collection reports, portfolio trends, and customer behavior to optimize collection strategies, improve recovery rates, and recommend innovative solutions.
• Oversee escalations, account reviews, documentation requirements, and portfolio coverage to ensure efficient operations and timely resolution of customer concerns.
• Foster a customer-first culture by continuously enhancing service delivery, monitoring customer feedback, and ensuring collection practices align with customer needs and service standards.
• Manage workforce capacity, recruitment, succession planning, and talent development to build a high-performing and future-ready collections team.
• Ensure strict compliance with bank policies, BSP regulations, audit requirements, and risk management standards while maintaining accurate reporting and operational controls.

Skills

Leadership

Data-driven

Negotiation

Stakeholder management

Analytical skills

Education

Bachelor's degree

Job description

About the Job

Location: Ortigas

Corporate Title: Manager to Senior Manager

Work Arrangement: Hybrid

Our Consumer Lending team is looking for experienced professionals to join us in Ortigas with the role of Collections Team Head (Cards and Personal Loans).

In this role you will lead and motivate a team of collections professionals to execute effective collection strategies, achieve performance targets, and deliver exceptional customer experiences. You will ensure all collection activities are carried out efficiently and in compliance with BSP and regulatory requirements while fostering a customer-first culture that drives positive outcomes for both clients and the business.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Lead, coach, and develop a team of Collections Agents to achieve flow rate, outflow, productivity, and portfolio performance targets while maintaining high employee engagement and morale.
• Monitor team performance through regular reviews, coaching sessions, and strategy discussions, implementing training and process improvements to drive results.
• Analyze collection reports, portfolio trends, and customer behavior to optimize collection strategies, improve recovery rates, and recommend innovative solutions.
• Oversee escalations, account reviews, documentation requirements, and portfolio coverage to ensure efficient operations and timely resolution of customer concerns.
• Foster a customer-first culture by continuously enhancing service delivery, monitoring customer feedback, and ensuring collection practices align with customer needs and service standards.
• Manage workforce capacity, recruitment, succession planning, and talent development to build a high-performing and future-ready collections team.
• Ensure strict compliance with bank policies, BSP regulations, audit requirements, and risk management standards while maintaining accurate reporting and operational controls.

What we're looking for

• Holder of a Bachelor's degree
• At least 3 years of collections or related banking experience.
• Strong negotiation, probing, and account resolution skills, with working knowledge of consumer lending products, collections systems, and banking practices.
• Highly analytical and data-driven, with the ability to interpret reports, identify trends, and drive effective collection strategies.
• Proven leadership capabilities with excellent communication, coaching, and stakeholder management skills.
• Results-oriented, detail-focused, and self-motivated professional who thrives in a fast-paced environment and demonstrates strong problem-solving skills and a sense of urgency.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth