Collections Team Lead - Cards & Personal Loans (Hybrid)

East West Banking Corporation; Mandaluyong; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

East West Banking Corporation in Ortigas is seeking an experienced Collections Team Head (Cards and Personal Loans) to lead a team of collectors, drive performance, ensure regulatory compliance, and deliver customer-centric collections strategies.

You will coach, monitor, analyze reports, optimize collection plans, manage escalations, and ensure operations meet service standards while upholding BSP rules, risk controls, and a customer-first culture.

Qualifications

• Bachelor's degree required.
• 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 a sense of urgency.

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

Negotiation

Probing

Account resolution

Leadership

Communication

Analytical thinking

Stakeholder management

Education

Bachelor's degree

Job description

East West Banking Corporation in Ortigas is seeking an experienced Collections Team Head (Cards and Personal Loans) to lead a team of collectors, drive performance, ensure regulatory compliance, and deliver customer-centric collections strategies.

You will coach, monitor, analyze reports, optimize collection plans, manage escalations, and ensure operations meet service standards while upholding BSP rules, risk controls, and a customer-first culture.