Credit Operations & Collections Manager

Mondo BPO Solutions (Philippines) Inc.; Makati; Presencial; PHP 1.800.000 - 3.600.000; Tempo integral

Resumo da vaga

Mondo BPO Solutions (Philippines) Inc. is seeking an experienced Credit Operations & Collections Manager in Makati to build and scale the function from the ground up.

You will design policies, workflows, and the tech stack, and lead a new team in a startup-like fintech environment. The role requires 6–8 years in credit operations or collections within the Philippines, with proven experience building or restructuring collections.

Qualificações

• 6-8 years of progressive experience in credit operations and/or collections within a bank, fintech, financing company, or multi-finance institution in the Philippines.
• Demonstrated track record of building or significantly restructuring a collections function, including policy design, team setup, and technology implementation.
• Minimum 2-3 years in a managerial or team-lead role overseeing collection agents or credit operations staff.
• Strong exposure to consumer lending segments: salary loans, personal loans, paylater, or credit cards.
• Must have experience working in a fast-paced, startup, or high-growth environment.

Responsabilidades

• Design and build collections infrastructure from scratch: policies, SOPs, escalation frameworks, bucket-wise strategies, and technology stack.
• Define end-to-end collections workflows—early-stage delinquency, hardship programs, skip tracing, legal escalations, and write-off protocols.
• Identify and implement collection tools: dialers, CRM integrations, payment reminder systems, dashboards.
• Develop and execute segment-specific collection strategies for different borrower risk profiles.
• Build and maintain relationships with third-party collection agencies and external mediators for escalated cases.
• Ensure all collection activities comply with BSP regulations, consumer protection laws, and the Data Privacy Act.

Conhecimentos

BSP regulations knowledge

Collections analytics

CRM systems

Excel/Sheets

Negotiation

English & Filipino communication

AI tools & dashboards

Formação

Bachelor's in Finance/Business/Economics

Master's or professional certification (advantage)

Ferramentas

CRM platforms

MS Excel / Google Sheets

Descrição da vaga

About the Role

We are looking for an experienced and execution-driven Credit Operations & Collections Manager with 6-8 years of experience in the Philippines to build, lead, and scale the company's credit and collections function from the ground up. This is a senior, foundational role - you will not be inheriting a running system. You will design it.

The company works with salaried employees who are over-leveraged across multiple lenders - online loans, credit cards, paylater, and personal loans. Our model consolidates these into one structured repayment plan, with our bridging funds (facilitated through BSP-regulated banking and multifinance partners) paying off existing creditors directly. Credit Operations ensures our clients are assessed accurately and funded efficiently. Collections ensures repayment stays on track.

The ideal candidate comes from a bank, fintech, or financing/multi-finance company in the Philippines and has direct experience building or significantly restructuring a collections operation - not just managing one. You understand what a good DPD curve looks like, you know how to manage collection agents, and you know how to negotiate with borrowers empathetically without losing firmness.

If you are a builder who thrives in a fast-paced, ambiguous environment, wants real ownership, and is ready to grow with a high-potential fintech - this role is for you.

Key Responsibilities

1. Collections Infrastructure Setup & Strategy (35%)

• Design and build company's collections infrastructure from scratch: policies, SOPs, escalation frameworks, bucket-wise strategies, and technology stack.

• Define end-to-end collections workflows - early-stage delinquency, hardship programs, skip tracing, legal escalations, and write-off protocols.

• Identify and implement appropriate collection tools: dialers, CRM integrations, payment reminder systems, and performance dashboards.

• Develop and execute segment-specific collection strategies tailored to different borrower risk profiles and delinquency stages.

• Build and maintain relationships with third-party collection agencies and external mediators for escalated cases.

• Ensure all collection activities comply with BSP regulations, consumer protection laws, and the Data Privacy Act (RA 10173).

2. Credit Operations Management (30%)

• Oversee day-to-day credit operations: application intake, credit assessment workflows, document verification, and disbursement coordination with banking and multifinance partners.

• Work with the credit risk team to refine underwriting criteria specific to the distressed borrower segment - salaried employees with existing debt obligations across multiple lenders.

• Ensure credit operations are aligned with the company's debt consolidation model - bridging funds are paid directly to existing creditors, not to the borrower's account.

• Monitor and continuously improve turnaround times (TAT) across the application-to-disbursement pipeline.

• Maintain accurate records of credit decisions, settlement confirmations, and disbursement logs for audit and regulatory purposes.

3. Team Leadership & Development (20%)

• Recruit, onboard, and manage a team of collections agents - setting clear KPIs, productivity benchmarks, call quality standards, and code-of-conduct guidelines.

• Provide regular coaching, performance reviews, and structured capability-building sessions to develop the team.

• Foster a high-performance, accountable culture that is firm with commitment but empathetic to borrowers in genuine hardship.

• Scale the collections team progressively in line with portfolio growth - from a small founding crew to a structured department.

4. Performance, Reporting & Stakeholder Management (15%)

• Define and track key credit and collections KPIs: DPD buckets, collection rates, contact rates, resolution rates, roll rates, recovery percentages, and loss rates.

• Prepare and present periodic performance reports to the Country Lead and senior management with clear insights and recommended corrective actions.

• Build dashboards that provide real-time visibility into portfolio health, agent productivity, and collections outcomes.

• Coordinate closely with internal teams - Risk, Legal, Customer Success, Finance, and Product - to ensure a coherent credit-to-collections experience.

• Engage with OJK-supervised banking and multifinance partners on disbursement and repayment coordination.

Qualifications:

Education

• Bachelor's degree in Finance, Business Administration, Economics, or a related field from a recognized university. A Master's degree or professional certification in Credit Management or Risk Management is an advantage.

Experience

• 6-8 years of progressive experience in credit operations and/or collections within a bank, fintech, financing company, or multi-finance institution in the Philippines.

• Demonstrated track record of building or significantly restructuring a collections function - including policy design, team setup, and technology implementation.

• Minimum 2-3 years in a managerial or team-lead role overseeing collection agents or credit operations staff.

• Strong exposure to the consumer lending segment: salary loans, personal loans, paylater, or credit cards.

• Must have experience working in a fast-paced, startup, or high-growth environment.

Key Skills

• Deep familiarity with the Philippine collections landscape - BSP regulations, consumer protection norms, and ethical collections practices.

• Strong analytical ability to read DPD data, identify portfolio trends, and translate insights into executable strategy.

• Hands-on proficiency in collection systems, CRM platforms, and MS Excel or Google Sheets for reporting.

• Strong negotiation skills - able to restructure repayment plans and manage borrower disputes professionally.

• Excellent verbal and written communication in both Filipino (Tagalog) and English.

• Practical familiarity with AI tools and data dashboards to manage team performance and reporting efficiently.

Work Setup: Onsite

Location: Makati

Schedule: Dayshift