Operations Manager (Collections)

Lewis Personnel Management; Parañaque; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Lewis Personnel Management is seeking an experienced Operations Manager to lead our Collections team and drive operational excellence within a financial services account.

The ideal candidate will have 2+ years of leadership in collections, deep knowledge of debt recovery strategies, regulatory compliance, workforce planning, and process optimization; you will ensure targets, high-quality service, and effective stakeholder management in a hybrid Parañaque setting.

Qualifications

• Bachelor's degree in Finance, Business Administration, Accounting, or related field.
• Minimum 2 years of leadership experience in collections operations.
• Strong knowledge of debt recovery strategies, collections laws and regulations, capacity planning, workforce management, and process optimization.
• Experience using collections CRM platforms and collections management software.
• Proven ability to lead high-performing teams and achieve operational targets.
• Excellent analytical, problem-solving, and decision-making skills.
• Strong communication and stakeholder management skills.
• Willing to work in a hybrid setup and shifting schedule in Parañaque City.

Responsibilities

• Lead and manage day-to-day collections operations, ensuring team performance meets established KPIs and service level agreements.
• Develop and implement effective debt recovery strategies to maximize collection rates while maintaining compliance with applicable laws and regulations.
• Monitor team productivity, performance metrics, and operational efficiency, providing coaching and performance management as needed.
• Conduct capacity planning, resource allocation, and workforce forecasting to support business demands.
• Identify opportunities for process improvements and implement initiatives that enhance operational efficiency and customer experience.
• Ensure compliance with collections policies, financial regulations, and internal company standards.
• Analyze operational reports and performance data to identify trends and recommend strategic improvements.
• Collaborate with cross-functional teams including Quality Assurance, Training, Workforce Management, and Senior Leadership to achieve business objectives.
• Manage escalated customer concerns and ensure timely resolution.
• Drive employee engagement, team development, and succession planning.

Skills

Leadership

Analytical thinking

Communication

Stakeholder management

Problem solving

Decision making

Education

Bachelor's degree in Finance/Business/Accounting

Tools

Collections CRM platforms

Job description

Operations Manager (Collections)

Location: Parañaque City (Hybrid)
Work Setup: Hybrid
Schedule: Shifting Schedule
Industry: Financial Services / Collections

Role Summary

We are looking for an experienced Operations Manager to lead our Collections team and drive operational excellence within a financial account. The ideal candidate will have strong leadership experience in collections management, with expertise in debt recovery strategies, collections compliance, workforce planning, and process optimization. This role is responsible for ensuring operational targets are met while maintaining high-quality customer service and regulatory compliance.

Key Responsibilities

• Lead and manage day-to-day collections operations, ensuring team performance meets established KPIs and service level agreements.

• Develop and implement effective debt recovery strategies to maximize collection rates while maintaining compliance with applicable laws and regulations.

• Monitor team productivity, performance metrics, and operational efficiency, providing coaching and performance management as needed.

• Conduct capacity planning, resource allocation, and workforce forecasting to support business demands.

• Identify opportunities for process improvements and implement initiatives that enhance operational efficiency and customer experience.

• Ensure compliance with collections policies, financial regulations, and internal company standards.

• Analyze operational reports and performance data to identify trends and recommend strategic improvements.

• Collaborate with cross-functional teams including Quality Assurance, Training, Workforce Management, and Senior Leadership to achieve business objectives.

• Manage escalated customer concerns and ensure timely resolution.

• Drive employee engagement, team development, and succession planning.

Qualifications

• Bachelor's degree in Finance, Business Administration, Accounting, or any related field.

• Minimum 2 years of leadership experience managing collections operations within a financial services or collections environment.

• Strong knowledge of debt recovery strategies, collections laws and regulations, capacity planning, workforce management, and process optimization.

• Experience using collections CRM platforms and collections management software.

• Proven ability to lead high-performing teams and achieve operational targets.

• Excellent analytical, problem-solving, and decision-making skills.

• Strong communication and stakeholder management skills.

• Willing to work in a hybrid setup and shifting schedule in Parañaque City.