Manila Collections Team Lead | Coach, Compliance

OutForce; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

City Finance is seeking a senior operations leader to run the Manila collections and customer contact team. You will coach a nine-person team, manage rosters, monitor performance, and ensure compliance with Australian credit rules while balancing automation and human intervention.

You will report to Brisbane and drive improvements with autonomy. Ideal candidates have extensive contact centre leadership, strong QA experience, data-driven decision making, and excellent English communication.

Qualifications

• 10+ years in a contact centre or customer contact role.
• 5+ years leading a team of eight or more, accountable for how they performed.
• Solid collections experience — arrears, payment arrangements, hardship conversations, and knowing when to push and when to back off.
• A track record of developing staff.
• Real QA experience: sampling, reviewing calls and files against a standard, and using findings to coach.
• Comfortable with data: read a performance report, form a view and defend it.
• Willing to recommend changes to people more senior than you.
• Experience running a team when your manager sits in another country; you’ll need to operate autonomously.
• Excellent written and spoken English.

Responsibilities

• Run the Manila collections and customer contact team: rostering, workloads, prioritization.
• Coach the team through one-on-ones and reviewing calls/messages; adapt to Two-way SMS as a main channel.
• Check the work: spot-check files, ensure proper arrangements and affordability, accurate notes, proper handling of hardship.
• Watch metrics: track contact rates, cure/promise-to-pay conversion, kept rates, arrears movement by agent and customer group.
• Keep us compliant with Australian credit rules; ensure hardship obligations and credit-consequence communication are correct.
• Balance automation, AI and people; decide what to automate and where human involvement is needed.
• Test and improve: run experiments on communications, processes, tooling and present a worked-through recommendation monthly.

Skills

Leadership

Coaching

Quality Assurance

Data analysis

English

Team management

Compliance

Remote collaboration

Process improvement

Tools

Salesforce

Job description

City Finance is seeking a senior operations leader to run the Manila collections and customer contact team. You will coach a nine-person team, manage rosters, monitor performance, and ensure compliance with Australian credit rules while balancing automation and human intervention.

You will report to Brisbane and drive improvements with autonomy. Ideal candidates have extensive contact centre leadership, strong QA experience, data-driven decision making, and excellent English communication.