Credit and Collections Senior Manager

SERVICE FIRST ASIA PACIFIC; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

ServiceFirst Asia Pacific in Manila is seeking a Senior Credit and Collections Manager to lead a multi-site global collections team. You will develop and execute credit and collections strategies aligned with business objectives, drive portfolio performance, and ensure compliance with applicable U.S.

regulations and client requirements. The role requires hands-on leadership, strong analytical skills, and the ability to collaborate with sales, finance, and customer service to optimize credit

Qualifications

• Bachelor's degree in finance, accounting, or related field preferred.
• At least 5 years in collections within consumer financial services, BPO experience preferred.
• Strong understanding of credit risk assessment and collections regulations (e.g., FDCPA).
• Excellent verbal and written communication and leadership abilities.

Responsibilities

• Develop and execute credit and collections strategies aligned with business objectives and client requirements.
• Oversee the collections team's activities to ensure timely collection of outstanding debts.
• Relationship management with customers, addressing disputes and concerns.
• Monitor credit portfolio to identify risks and mitigate exposure.
• Generate reports and analyze credit metrics, providing management with insights.
• Collaborate with sales, finance, and customer service to align activities.
• Lead and coach the credit and collections team.
• Ensure compliance with laws and industry best practices.

Skills

Credit risk assessment

Leadership

Communication

Financial analysis

Strategic planning

Education

Bachelor's degree in finance, accounting, or related field

Tools

MS Excel

CRM/collection software

Job description

ServiceFirst is a world-class call center and BPO with strategic locations around the globe providing an elevated Customer Experience to benefit our client’s businesses with exceptional customer engagement.

While our core business is to help our partners better serve their customers, ServiceFirst will also provide reduced labor and operational costs, a diversified footprint for business reliability, and an innovative entrepreneurial culture to attain corporate performance objectives as our partners trusted advisor and preferred business partner.

We are looking for a Senior Credit and Collections Manager who will be responsible for the strategic and operational management of credit and collections functions. The successful candidate will provide leadership to a multi-site, global collections team, drive portfolio performance, improve collection strategies, manage risk and ensure compliance with applicable U.S. regulations and client requirements.

What you will be doing

• Develop and execute credit and collections strategies aligned with business objectives, portfolio performance targets, and client requirements.
• Overseeing the collection team's activities to ensure timely and effective collection of outstanding debts. This may involve monitoring overdue accounts, following up with customers, and initiating legal or collection agency actions if necessary.
• Relationship management: Building and maintaining positive relationships with customers, ensuring effective communication and addressing any concerns or disputes that arise.
• Continuous monitoring of the credit portfolio to identify potential credit risks and take appropriate actions to mitigate them. This may involve conducting periodic credit reviews and assessing credit risk exposure.
• Generating regular reports and analyzing credit and collection metrics, trends, and KPIs. Providing insights and recommendations to management for improving credit management and collection processes.
• Working closely with sales, finance, and customer service departments to ensure coordination and alignment in credit and collection activities.
• Managing and providing leadership to the credit and collection team, including training, coaching, performance evaluations, and goal setting.
• Ensuring compliance with relevant laws, regulations, and industry best practices relating to credit and collections.

Qualifications

• A bachelor's degree in finance, accounting, or a related field is preferred. Additional certifications or courses in credit management or collections are a plus.
• At least 5 years of hands-on experience in collections, with significant experience in consumer financial services from personal loans or unsecured finance, preferably in a BPO environment or a similar industry. Experience managing a leadership team is highly desirable.
• Strong understanding of credit risk assessment, collections practices, and relevant regulations (e.g., Fair Debt Collection Practices Act). Familiarity with credit scoring models and financial analysis techniques is beneficial.
• Strong lending industry experience, preferably within U.S. consumer lending or sub-prime finance.
• Excellent verbal and written communication skills are essential to interact with clients, negotiate payment terms, and resolve conflicts effectively.
• Ability to analyze financial data, identify trends, and make data-driven decisions. Proficiency in using MS Excel or other financial software is necessary.
• Strong problem-solving abilities to handle complex credit and collection issues, devise strategies, and implement innovative solutions.
• Demonstrated leadership skills to motivate and guide a team of credit and collection professionals. Ability to work collaboratively with cross-functional teams.
• Strong customer service orientation with a focus on building and maintaining relationships with clients.