Operations Manager for Collections Account

Straive; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Straive is seeking an Operations Manager for a Collections Account in the Philippines to oversee daily operations, drive recovery rates, ensure regulatory compliance, and maintain strong customer experience while balancing risk.

You will lead collections teams, monitor SLAs, report delinquency metrics, and work with HR, Training, and Quality to support the account. A Bachelor's degree and 2+ years leadership in collections are required; experience with US/international accounts is a plus.

Qualifications

• Bachelor’s degree in business, finance or related field.
• Minimum 2 years of leadership experience in collections management.
• Strong knowledge of collections processes, recovery strategies and compliance.
• Excellent leadership, communication and analytical skills.

Responsibilities

• Lead and manage collections teams to achieve recovery targets and SLAs.
• Monitor call quality, compliance and adherence to collections strategies.
• Ensure accurate reporting of delinquency, recovery rates, and status.
• Enforce compliance with debt collection laws and client policies.
• Conduct regular audits to minimize compliance risks.
• Collaborate with cross‑functional teams to support account needs.

Skills

Leadership

Communication

Analytical

Multitasking

Education

Bachelor’s degree in Business Administration, Finance, or related field

Tools

Collections software

CRM tools

Reporting systems

Job description

The Operations Manager for a Collections Account will oversee daily operations, ensuring compliance with regulatory standards, client requirements, and performance targets. This role requires strong leadership in managing collections teams, driving recovery rates, and maintaining high standards of customer experience while balancing risk and compliance.

Key Responsibilities

• Operational Management
• Lead and manage collections teams to achieve recovery targets and maintain service level agreements (SLAs).
• Monitor call quality, compliance, and adherence to collections strategies.
• Ensure accurate reporting of delinquency, recovery rates, and account status.
• Compliance & Risk Control
• Enforce strict adherence to debt collection laws, data privacy regulations, and client policies.
• Conduct regular audits to minimize compliance risks.
• Implement corrective actions for process gaps or regulatory issues.
• Client & Stakeholder Engagement
• Act as the primary liaison with clients for performance reviews and escalations.
• Provide detailed operational reports and recommend strategies to improve recovery.
• Collaborate with cross‑functional teams (HR, Training, Quality) to support account needs.
• Supervise team leads and agents, ensuring coaching and performance management.
• Drive employee engagement and retention strategies in a high‑pressure collections environment.
• Manage workforce planning, scheduling, and resource allocation.
• Process Improvement
• Identify opportunities to optimize collections strategies and improve efficiency.
• Implement automation tools and analytics to enhance recovery performance.
• Benchmark against industry best practices to maintain competitiveness.

Required Skills & Qualifications

• Bachelor’s degree in Business Administration, Finance, or related field.
• with at least 2 years leadership experience in collections management.
• Strong knowledge of collections processes, debt recovery strategies, and compliance requirements.
• Excellent leadership, communication, and analytical skills.
• Ability to manage multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience handling U.S. or international collections accounts.
• Proficiency in collections software, CRM tools, and reporting systems.