Head of Credit Operations & Collections

Lewis Personnel Management; Makati; On-site; PHP 1,674,000 - 2,009,000; Full time

Job summary

Lewis Personnel Management is seeking a Head of Credit Operations & Collections in Makati City to lead the design and scaling of credit assessment and collections systems. You will own the entire workflow, from policies to tech stack, while building a high-performing team.

The role requires 6–8 years in credit/collections in the Philippine market, plus 2–3+ years in leadership. You will drive compliance, efficiency, and partnerships with banks and fintech partners.

Qualifications

• 6–8 years of progressive experience in credit operations and/or collections within the Philippines.
• 2–3+ years in a managerial role managing collection agents or credit operations personnel.
• Proven track record of building or significantly restructuring a collections operation from scratch.
• Strong exposure to consumer lending (salary loans, personal loans, credit cards, or BNPL).

Responsibilities

• Design, build, and deploy the collections framework including early-stage delinquency strategies.
• Oversee day-to-day credit operations: intake, assessment workflows, verification, and disbursements.
• Recruit, onboard, and coach a high-performing team with KPIs and guidelines.
• Track metrics (DPD, contact/resolution/roll rates) and present insights to leadership.

Skills

Deep familiarity with BSP regulations

Analytical ability

Excellent written and verbal English/菲

Education

Bachelor’s Degree in Finance, Business Administration, Economics

Tools

Collections software

CRM platforms

MS Excel/Google Sheets

AI tools

Data reporting dashboards

Job description

Head of Credit Operations & Collections

Work Location: Makati City, Metro Manila

Position Level: Department Head / Senior Manager

Employment Type: Full-Time, Permanent

Budget: 150k to 180k

Work Setup: 100% Onsite (Ayala Avenue, Makati City)

About the Role

We are seeking a high-execution, strategic Head of Credit Operations & Collections with 6–8 years of experience in the Philippine financial sector to build, lead, and scale our credit and collections function from the ground up.

This is a senior, foundational "builder" role where you will design and own the entire credit assessment workflow and collections infrastructure—including policies, SOPs, bucket-wise strategies, technology stack, and team structure. You will play a vital role in our mission to help over-leveraged Filipino employees consolidate their debt and achieve financial stability.

Key Responsibilities

• Collections Infrastructure & Strategy (35%):
  

  • Design, build, and deploy the collections framework, including early-stage delinquency strategies, hardship programs, skip tracing, and write-off protocols.

  • Implement collection tools (dialers, CRM integrations, dashboards) and establish partnerships with third-party agencies/mediators for escalated cases.

  • Ensure full compliance with BSP regulations, consumer protection laws, and the Data Privacy Act (RA 10173).

• Credit Operations Management (30%):
  

  • Oversee day-to-day credit operations: application intake, credit assessment workflows, document verification, and direct partner disbursements.

  • Refine underwriting criteria and monitor turnaround times (TAT) across the application-to-disbursement pipeline.

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

• Team Leadership & Capability Building (20%):
  

  • Recruit, onboard, and coach a high-performing team of collection agents, establishing KPIs, quality standards, and code-of-conduct guidelines.

  • Foster a culture that balances firm accountability with empathy for borrowers in genuine financial hardship.

• Performance, Reporting & Stakeholder Management (15%):

  • Track and optimize key metrics: DPD buckets, contact rates, resolution rates, roll rates, recovery percentages, and loss rates.

  • Develop real-time performance dashboards and present strategic insights to executive leadership.

  • Coordinate with internal risk, legal, customer success, and finance teams, as well as external banking and financing partners.

Qualifications & Requirements

• Experience:

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

  • 2–3+ years in a managerial or team-lead role managing collection agents or credit operations personnel.

  • Proven track record of building or significantly restructuring a collections operation from scratch.

  • Strong exposure to consumer lending (salary loans, personal loans, credit cards, or BNPL).

• Key Skills:

  • Deep familiarity with BSP regulations, ethical collections practices, and the Philippine regulatory landscape.

  • Strong analytical ability to evaluate DPD curves, portfolio trends, and roll rates.

  • Proficiency in collections software, CRM platforms, MS Excel/Google Sheets, AI tools, and data reporting dashboards.

  • Excellent written and verbal communication skills in both English and Filipino.

• Education: Bachelor’s Degree in Finance, Business Administration, Economics, or a related field (Master’s or professional certification in Credit/Risk Management is an advantage).

What We Offer

• Real Ownership: Direct reporting line to executive leadership with the autonomy to build a core function and scale your own team.

• High Impact: Purpose-driven work focused on solving complex debt challenges for Filipino consumers.

• Competitive Package: Attractive salary package commensurate with experience plus clear executive growth trajectory.

• Prime Location: Conveniently located along Ayala Avenue, Makati City.