Collections Team Leader — Cards & Personal Loans (Hybrid)

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

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