Collections Team Lead

Gotyme Ph; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

GoTyme is seeking a Collections Team Lead in Quezon City, Philippines. You will lead a team of collections agents to manage delinquent accounts, drive recoveries, and maintain a customer-centric approach while ensuring compliance and risk controls.

You will coach and develop the team, oversee end-to-end workflows, monitor KPIs, and coordinate with Credit Risk, Legal, and Operations. A Bachelor’s degree in Finance or Management and at least 5 years in collections (2+ in supervision) are required.

Qualifications

• Must have a bachelor's degree in Finance or Management.
• Minimum 5 years of experience in collections, credit recovery, or financial services operations.
• At least 2 years in a supervisory or team lead capacity.
• Experience with consumer lending, digital banking, or fintech products is preferred.
• Familiarity with collections systems such as Salesforce, Temenos, or similar tools.

Responsibilities

• Lead and develop a team of collections agents through coaching and performance dialogues.
• Oversee end-to-end collections workflows across delinquency buckets with proper case documentation.
• Track team KPIs, identify gaps, and implement corrective actions with regular reporting.
• Ensure compliance with regulations and internal fair debt collection policies; flag fraud risks.
• Coordinate with Credit Risk, Customer Experience, Legal, and Operations; liaise with external agencies on escalated accounts.

Skills

Team leadership

People management

Collections operations

Performance management

Stakeholder coordination

Education

Bachelor's degree in Finance or Management

Tools

Salesforce

Temenos

Loxon

Genesys

Job description

Collections Team Lead

Company : Gotyme Ph

Job Type : Full Time

Location : Quezon City, Philippines

Job Description - Collections Team Lead

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands‑on experience building South Africa’s leading digital bank, TymeBank, one of the fastest‑growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next‑level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The Collections Team Lead is responsible for leading a team of collections agents to effectively manage delinquent accounts and recover outstanding balances in a compliant, customer‑centric manner. The role drives team performance through coaching, process oversight, and data‑driven decision‑making, balancing recovery targets with fair debt practices and a positive customer experience.

• Team Leadership & People Management — Supervise, coach, and develop a team of Collections Agents through regular one‑on‑ones, calibrations, and performance conversations.
• Collections Operations — Oversee end‑to‑end collections workflows across delinquency buckets, managing account assignments, queue prioritization, and case documentation.
• Performance Management — Track team and individual KPIs, identify performance gaps, and implement corrective action plans supported by regular reporting and analysis.
• Compliance & Risk — Ensure all collections activities adhere to applicable regulations and internal fair debt collection policies, flagging fraud risks and escalation cases as needed.
• Stakeholder Coordination — Liaise with Credit Risk, Customer Experience, Legal, and Operations teams, and coordinate with external agencies or legal counsel on escalated accounts.

Requirements

Must Haves

• Bachelor's Degree in Finance or Management
• Minimum 5 years of experience in collections, credit recovery, or financial services operations
• At least 2 years in a Supervisory or Team Lead capacity, managing a frontline collections team
• Experience working with consumer lending, credit cards, digital banking, or fintech products is preferred
• Familiarity with collections management systems and tools (e.g., Salesforce, Temenos, Loxon, Genesys or similar systems)
• Exposure to regulatory frameworks relevant to debt collection (e.g., BSP regulations, Data Privacy Act of 2012)