Customer Issue Resolution Lead — Team Coach & Strategy

3M; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

3M is seeking an experienced leader to supervise End-to-End CIR teams in the Philippines. The role focuses on coaching, career development, and delivering timely payments while aligning with corporate strategies.

The ideal candidate has 6+ years in finance/collections, 3+ years in leadership, and strong analytical, communication, and presentation skills. You will partner with credit, finance, and sales to resolve complex issues and improve customer experience.

Qualifications

• Bachelor's degree and minimum of 6 years' experience in finance, accounts receivable/collections or pricing.
• Minimum 3 years' experience in leadership position.
• Strong analytical, communication, and presentation skills with the ability to multi-task under time constraints.
• Ability to engage, influence, coach, develop others, and lead cross-functional teams.

Responsibilities

• Supervise end-to-end CIR teams, including 1:1s, workload prioritization, and feedback.
• Manage team development, focusing on career growth and continued learning.
• Facilitate customer meetings to reconcile issues, conflicts, and ensure timely payments.
• Adapt techniques to solve complex problems and analyze team data for actionable directives.
• Set priorities, assign tasks, provide performance feedback, and lead change initiatives.
• Prepare and present regular reports on collections and dispute activities and performance.
• Lead projects, ensuring alignment with business strategies and meeting objectives and deadlines.
• Collaborate cross-functionally with credit, finance, and sales to resolve complex issues and improve customer experience.
• Identify opportunities to enhance service capacity, improve customer experience, and achieve operational excellence.
• Lead and support the implementation of new processes and manage change initiatives.

Skills

Leadership

Analytical skills

Communication skills

Presentation skills

Coaching

Education

Bachelor's degree

Job description

3M is seeking an experienced leader to supervise End-to-End CIR teams in the Philippines. The role focuses on coaching, career development, and delivering timely payments while aligning with corporate strategies.

The ideal candidate has 6+ years in finance/collections, 3+ years in leadership, and strong analytical, communication, and presentation skills. You will partner with credit, finance, and sales to resolve complex issues and improve customer experience.