Senior Collections Manager - Cards & Personal Loans

East West Banking Corporation; Mandaluyong; Híbrido; PHP 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Career development and training

Competitive salary package

Performance-based incentives

Mentoring by industry experts

Defined career progression paths

Descripción de la vacante

East West Banking Corporation in Ortigas is seeking a Collections Supervisor (Cards and Personal Loans) to lead a team of collections professionals. Hybrid work arrangement with focus on achieving performance targets, regulatory compliance, and exceptional customer service.

You will analyze portfolio trends, optimize collection strategies, and drive improvements while maintaining customer-first outcomes. A Bachelor's degree and 3+ years of collections experience are required, with strong

Formación

• Bachelor's degree
• At least 3 years of collections or related banking experience.
• Strong negotiation, probing, and account resolution skills, with working knowledge of consumer lending products, collections systems, and banking practices.
• Highly analytical and data-driven, with the ability to interpret reports, identify trends, and drive effective collection strategies.
• Proven leadership capabilities with excellent communication, coaching, and stakeholder management skills.
• Results-oriented, detail-focused, and self-motivated professional who thrives in a fast-paced environment and demonstrates strong problem-solving skills and a sense of urgency.

Responsabilidades

• Lead, coach, and develop a team of Collections Agents to achieve flow rate, outflow, productivity, and portfolio performance targets while maintaining high employee engagement and morale.
• Monitor team performance through regular reviews, coaching sessions, and strategy discussions, implementing training and process improvements to drive results.
• Analyze collection reports, portfolio trends, and customer behavior to optimize collection strategies, improve recovery rates, and recommend innovative solutions.
• Oversee escalations, account reviews, documentation requirements, and portfolio coverage to ensure efficient operations and timely resolution of customer concerns.
• Foster a customer-first culture by continuously enhancing service delivery, monitoring customer feedback, and ensuring collection practices align with customer needs and service standards.
• Manage workforce capacity, recruitment, succession planning, and talent development to build a high-performing and future-ready collections team.
• Ensure strict compliance with bank policies, BSP regulations, audit requirements, and risk management standards while maintaining accurate reporting and operational controls.

Conocimientos

People leadership

Analytical thinking

Negotiation skills

Stakeholder management

Team coaching

Educación

Bachelor's degree

Herramientas

Collections software

Descripción del empleo

East West Banking Corporation in Ortigas is seeking a Collections Supervisor (Cards and Personal Loans) to lead a team of collections professionals. Hybrid work arrangement with focus on achieving performance targets, regulatory compliance, and exceptional customer service.

You will analyze portfolio trends, optimize collection strategies, and drive improvements while maintaining customer-first outcomes. A Bachelor's degree and 3+ years of collections experience are required, with strong