Collections Team Lead: Coaching & Recovery

Travel + Leisure Co.; Philippines; On-site; PHP 480,000 - 900,000; Full time

Job summary

Travel + Leisure Co. in Manila is seeking a Team Leader, Collections to guide and develop a high-performing team. You will manage portfolios, resolve complex accounts, and ensure compliance while delivering customer-focused solutions.

This role emphasizes leadership, process improvements, and collaboration with frontline associates and leadership. The ideal candidate has strong communication, coaching skills, and at least two years in collections.

Qualifications

• Minimum of two years of collections experience.
• Experience handling account resolution, customer negotiations, and regulatory requirements.
• Ability to coach and support a team.
• Knowledge of collections systems and digital tools.
• Proficient with Microsoft Outlook, Excel, and Word.

Responsibilities

• Managing and prioritizing assigned portfolios to support delinquency reduction and recovery goals.
• Serving as an escalation point for complex accounts, customer concerns, disputes, and reactivation requests.
• Providing real-time floor and virtual support, including policy interpretation and decision-making guidance.
• Coaching and developing collectors through side-by-side support and training.
• Reviewing account updates, documentation, and file maintenance for quality and compliance.
• Supporting reporting, month-end activities, portfolio reviews, and performance tracking.
• Identifying trends and operational opportunities and escalating insights to leadership.
• Providing leadership coverage and oversight of daily operations and escalation management.
• Supporting process improvements and adoption of new tools and technologies.

Skills

Coaching

Leadership

Communication

Problem-solving

Customer service

Education

High school diploma or GED/ALS

Associate or bachelor's degree preferred

Tools

Microsoft Outlook

Excel

Word

Mainframe knowledge

Job description

Travel + Leisure Co. in Manila is seeking a Team Leader, Collections to guide and develop a high-performing team. You will manage portfolios, resolve complex accounts, and ensure compliance while delivering customer-focused solutions.

This role emphasizes leadership, process improvements, and collaboration with frontline associates and leadership. The ideal candidate has strong communication, coaching skills, and at least two years in collections.