Head of Credit Recovery & Resolution

Confidential; Metro Manila; Sur place; PHP 3 000 000 - 7 000 000; Plein temps

Résumé du poste

Confidential is seeking an experienced senior leader to shape recovery strategy and strengthen performance across a diversified consumer credit portfolio.

You will bring deep expertise in late-stage collections and recoveries, guiding treatment strategies across customer segments while balancing portfolio performance, cost efficiency, customer outcomes, and regulatory expectations. The role leads the recovery function and partners with Credit, Risk, Finance, Legal, and Compliance.

Qualifications

• Significant leadership responsibility in collections and recoveries.
• Deep expertise in late-stage collections and recovery strategies.
• Experience managing third-party collection agencies or external partners.

Responsabilités

• Define and execute recovery strategies for seriously delinquent and charged-off accounts.
• Establish performance measures across recovery rates, costs, and productivity.
• Govern external collection partners with clear standards and accountability.
• Optimize recovery channels and treatments (negotiated arrangements, settlements, restructurings).
• Evaluate non-performing exposures and portfolio disposition options.
• Collaborate with Legal, Compliance and Risk to ensure recoverability and customer considerations.

Connaissances

Late-stage collections

Recoveries strategy

Portfolio management

Leadership

Stakeholder management

Regulatory knowledge

Formation

Bachelor's degree in Business/Finance/Accounting

Description du poste

This is a senior leadership role with responsibility for shaping recovery strategy, strengthening operational performance and maximizing sustainable recoveries across a diversified consumer credit portfolio.

The successful candidate will bring deep expertise in late-stage collections and recoveries, together with the commercial judgement to determine the right treatment strategies across different customer segments and stages of delinquency. The role requires a leader who can balance portfolio performance, cost efficiency, customer outcomes, regulatory expectations and reputational considerations.

The incoming leader will be accountable for the strategy, performance and continued development of the recovery function.

Key priorities will include:

• Recovery strategy: Define and execute differentiated strategies for seriously delinquent and charged-off accounts, using portfolio insights and customer segmentation to optimise recovery outcomes.
• Portfolio performance: Establish clear performance measures and management disciplines across recovery rates, roll rates, cure performance, cost-to-collect, productivity and other relevant portfolio indicators.
• External collections management: Provide strong governance and performance management across third-party collection partners and other external service providers, ensuring clear standards, effective controls and accountability for results.
• Recovery channels and treatments: Optimize the use of appropriate recovery approaches, including collection campaigns, negotiated repayment arrangements, settlements, restructuring and other resolution strategies.
• Debt disposition: Evaluate and manage appropriate strategies for non-performing exposures, including portfolio sale or other recovery approaches where commercially and operationally appropriate.
• Legal recovery: Work effectively with internal and external legal stakeholders on cases requiring further recovery action, ensuring decisions reflect recoverability, cost, customer circumstances and risk.
• Analytics and optimization: Use portfolio data, segmentation and performance insights to identify opportunities to improve recovery effectiveness, prioritization and resource allocation.
• Operational governance: Maintain strong controls across recovery activities, including appropriate oversight of customer treatment, information security, third-party performance and adherence to applicable policies and requirements.
• Cross-functional leadership: Partner closely with Credit, Risk, Finance, Legal, Compliance, Operations and other relevant functions to develop and execute effective portfolio strategies.
• Organization and capability: Build and develop a high-performing recovery organization with strong leadership, commercial discipline, customer judgement and accountability.

We are seeking an established financial-services leader with substantial experience across collections, recoveries, credit operations or portfolio management, including significant responsibility for late-stage or post-charge-off portfolios.

Strong candidates are likely to bring:

• A degree in Business, Finance, Accounting or another relevant discipline.
• Significant experience in collections and recoveries within banking, consumer lending, credit or technology-enabled financial services, including meaningful leadership responsibility.
• Deep expertise in late-stage collections, recovery strategies and the management of non-performing accounts.
• Demonstrated success improving recovery performance across complex or high-volume consumer credit portfolios.
• Strong experience managing third-party collection agencies, specialist service providers or other external recovery partners.
• Experience designing and evaluating recovery treatments such as repayment arrangements, restructuring, settlements, litigation strategies or portfolio disposition.
• Strong understanding of consumer credit, collections governance, customer treatment, privacy and operational risk within a regulated financial-services environment.
• Strong commercial and analytical judgement, with the ability to evaluate recovery performance against cost, risk and customer outcomes.
• Experience using portfolio segmentation, performance analytics and operational insights to refine recovery strategies.
• Strong stakeholder-management capability and the confidence to influence senior leaders across Credit, Risk, Finance, Legal, Compliance and Operations.
• A track record of building capable teams, developing leaders and establishing clear performance accountability.

Experience gained within consumer lending, banking, credit cards, digital lending or other sophisticated credit environments would be particularly relevant.

Why this role matters:

Effective recovery leadership goes beyond pursuing overdue balances.

The opportunity is to build a recovery operation that makes better decisions about where, when and how to intervene, using customer and portfolio insight to improve recoverability while maintaining appropriate standards of customer treatment and control.

The successful candidate will have the opportunity to shape recovery strategy, strengthen partner performance, improve portfolio economics and move the function towards increasingly data-led, segmented and sustainable recovery practices.

This role will particularly appeal to a leader who combines the discipline of a seasoned collections operator with the strategic perspective of a credit portfolio leader.