Head of Mediation & Negotiation

Mondo BPO Solutions (Philippines) Inc.; Makati; In loco; PHP 1.500.000 - 2.300.000; Tempo pieno

Descrizione del lavoro

Mondo BPO Solutions (Philippines) Inc. in Makati seeks a founding leader to design, launch, and scale the Mediation & Negotiation business from the ground up.

You will build the lender network, product, and commercial model while assembling the team. You will negotiate structured settlements between distressed employees and creditors, convert cases to consolidation or refinancing, and shape processes with governance and risk controls.

Competenze

• Bachelor’s degree in Finance, Economics, Business or related field.
• 8–12 years in collections, recovery, loan restructuring or settlement in the Philippines.
• Established network with decision-makers in banks, OLAs, and lenders.
• At least 4 years of people leadership experience.
• P&L ownership or revenue targets demonstrated.

Mansioni

• Design the end-to-end M&N customer journey, from lead qualification to settlement closure.
• Lead multi-lender negotiations and structured settlements with creditors.
• Own P&L and drive enrolment, settlements, and revenue targets.
• Build B2B/referral channels to generate demand with cost discipline.
• Ensure governance, compliance, and risk documentation is thorough.

Conoscenze

Strong networking

People leadership

Negotiation

Sales mindset

Formazione

Bachelor’s degree in Finance, Economics, Business

MBA / law degree or related certification

Strumenti

CRM software

LoS workflows

Descrizione del lavoro

Role Summary

We are looking for a founding leader to design, launch, and scale company’s Mediation & Negotiation business in the Philippines from the ground up. You will build the lender network, the product, the commercial model, and the team. You will negotiate structured settlements between financially distressed salaried employees and their creditors, and convert resolved customers into company’s consolidation and refinancing solutions where suitable. This is a builder role, not a maintenance role. The ideal candidate brings a strong, verifiable network across the collections teams of banks, OLAs, and credit/financing companies, combined with sharp commercial acumen, close attention to detail, a sales mindset, product-building instincts, and proven people leadership.

A. Creditor & Collections Network and Partnerships

• Leverage and expand an established personal network across the collections, recovery, and credit risk teams of banks, credit card issuers, online lending apps (OLAs), lending and financing companies, digital banks, BNPL providers, and third-party collection agencies.

• Negotiate and sign cooperation frameworks with creditors covering settlement discount ranges, restructuring terms, timelines, escalation contacts, and a protocol to pause or route collection activity through client for enrolled customers.

• Lead high-value, complex, and multi-lender negotiations personally, including principal reductions, interest and penalty waivers, and structured payment plans.

• Represent client with senior creditor stakeholders and relevant industry associations, positioning M&N as a responsible recovery channel that improves creditors’ resolution rates.

• Maintain an institutional lender-contact directory so that relationships are owned by client, not by any one individual.

B. Commercial Leadership & Revenue Ownership

• Own the M&N P&L: revenue, customer acquisition cost, cost-to-serve, settlement success rate, and contribution margin.

• Track and report funnel and outcome metrics: enrolments, active cases, settlements closed, average discount secured, time-to-settlement, customer savings, revenue, and conversion to consolidation or refinancing.

• Design the commercial model (enrolment and success-fee structure, pricing tiers, payment terms) with Finance and Management; ensure every fee is transparent, disclosed, and defensible.

• Drive monthly enrolment, settlement, and revenue targets with a hands-on, closing-oriented sales mindset; step in on escalated and high-value customer conversations.

• Build B2B and referral channels, such as employer partnerships, HR and employee-wellness programs, and creditor referrals, to generate qualified, lower-cost demand.

• Review every commercial agreement, fee calculation, and settlement figure with close attention to detail before it reaches a customer or creditor.

C. Product & Process Building

• Design the end-to-end M&N customer journey: lead qualification, debt profiling, repayment-capacity assessment, customer authorisation, savings or set-aside plan, negotiation, settlement, and closure.

• Build negotiation playbooks: lender-wise discount patterns by DPD stage, optimal settlement sequencing for multi-lender cases, and timing strategies (e.g., month-end or quarter-end flexibility).

• Standardise documentation: letters of authority, settlement agreements, proof of payment, certificates of full payment or clearance, and credit-record update requests.

• Partner with Product and Tech to configure CRM/LoS workflows, dashboards, and AI-assisted tools that make the operation scalable and auditable.

• Define the conversion pathway from M&N into client’s Loan Consolidation and Refinancing programs, adapting lessons from Client’s Indonesian M&N and Dana Talangan model.

D. People Leadership & Team Building

• Hire, onboard, and lead the founding M&N team, then scale it in line with volume.

• Set clear KPIs, productivity benchmarks, call-quality standards, and a code of conduct; run regular coaching, call reviews, and performance discussions.

• Build a culture that is commercially driven, firm with creditors, and empathetic to customers under financial stress, consistent with client’s values.

• Develop successors and team leads so that the vertical can scale beyond the founder.

E. Governance, Compliance & Risk

• Ensure all M&N activities comply with applicable Philippine regulation, including the Financial Products and Services Consumer Protection Act (RA 11765), the Data Privacy Act (RA 10173), and the fair debt collection rules applicable to creditors (e.g., SEC Memorandum Circular No. 18, s. 2019 and BSP Circular No. 1133, s. 2021).

• Work with Legal and Compliance to confirm the appropriate licensing and operating structure for the M&N service, and maintain written customer consent and authorisation for every case.

• Ensure customer communication never promises guaranteed outcomes and that sales commitments match what client can deliver.

• Maintain complete, audit-ready records of every negotiation, settlement, and payment.

Qualifications:

Education

• Bachelor’s degree in Finance, Economics, Business, Law, or a related field from a reputable university. An MBA, law degree, or professional certification in credit, collections, or negotiation is an advantage.

Experience — Must Have

• 8–12 years of experience in collections, recovery, loan restructuring or settlement, credit operations, or debt-related sales in the Philippines, at banks, credit card issuers, OLAs, lending or financing companies, or collection agencies.

• An established, verifiable network with decision-makers in the collections and recovery teams of Philippine banks, OLAs, and credit/financing companies. This is a mandatory requirement, not a preference.

• A measurable track record of negotiating settlements, restructuring agreements, or portfolio-level arrangements with creditors.

• At least 4 years of people-leadership experience, including building or scaling a team.

• Ownership of revenue, collection, or recovery targets with a demonstrated record of delivering results.

Experience — Preferred

• Experience building a new business line, product, or function from scratch, ideally in a fintech or start-up environment.

• P&L ownership or responsibility for unit economics.

• Exposure to debt mediation, debt counselling, employee financial wellness, or the purchase and recovery of distressed consumer debt.

• Familiarity with debt mediation models in Indonesia or other Southeast Asian markets.

Work Setup:

Onsite

Location:

Makati

Schedule:

Dayshift