Senior Collections Operations Lead

Advance Intelligence Group; Metro Manila; On-site; PHP 850,000 - 1,200,000; Full time

Job summary

Advance Intelligence Group in Manila, Philippines seeks an experienced workforce operations supervisor to lead attendance, onboarding, and performance management for CollectX agents. You will coordinate with DCA partners, oversee compliance, and drive consistent coaching and improvement plans to meet KPI targets.

The role emphasizes clear communication, process discipline, and proactive risk mitigation within a blended in-house and outsourced team. On-site position with growth opportunities.

Qualifications

• Minimum 1 year of direct collections floor management experience - supervising or managing collection agents in a live dialling or field collection environment
• Hands-on experience with blended teams (in-house + outsourced agents) is an advantage
• Prior exposure to BNPL, credit card, or consumer lending collections preferred
• Strong people management skills - able to motivate, hold accountable, and develop a diverse agent workforce
• Solid understanding of collections operations: dialling workflows, KPI frameworks, script management, and compliance standards
• Analytical enough to read performance data and draw actionable conclusions - not just track numbers
• Clear and direct communicator; able to give structured feedback and elevate effectively
• Comfortable operating in ambiguity; resourceful and able to find solutions without waiting to be told what to do

Responsibilities

• Own daily attendance tracking and scheduling for all CollectX PH agents, regardless of employment model (self-operated or DCA-deployed)
• Maintain headcount visibility and ensure shift coverage meets project requirements at all times
• Enforce attendance policies consistently; escalate and resolve absenteeism, tardiness, and conduct issues promptly
• Coordinate with DCA partners on agent deployment schedules, replacements, and headcount adjustments
• Oversee the onboarding and initial training of all new agents joining CollectX external projects, ensuring they meet minimum readiness standards before going live
• Conduct or coordinate refresher training on call scripts, collection strategy, compliance requirements, and system usage
• Identify skill gaps through call monitoring and performance data; design or escalated targeted coaching plans accordingly
• Maintain training records and ensure all agents are current on required compliance training
• Monitor daily, weekly, and monthly agent-level performance against KPIs: contact rate, PTP rate, promise-kept rate, recovery rate, and productivity per agent
• Hold regular performance review sessions with team leads and agents; drive accountability through structured feedback and documented improvement plans
• Identify low performers early; implement PIPs where necessary and upscale where improvement is not achieved
• Report performance trends to Jason (Head, CollectX Operations) with clear diagnosis and recommended actions
• Serve as the primary operational liaison with DCA partners for agent management matters
• Ensure DCA-deployed agents are aligned to CollectX standards, operating procedures, and compliance requirements
• Flag operational issues with DCA partners (non-compliance, underperformance, misconduct) and follow through to resolution
• Ensure all agents operate within approved collection scripts, regulatory boundaries, and company Code of Conduct at all times
• Conduct or coordinate regular call audits; elevate any compliance breaches through appropriate channels
• Maintain a zero-tolerance posture on misconduct, harassment, and script violations
• Prepare and submit daily/weekly operational reports covering attendance, productivity, and performance highlights/lowlights
• Proactively surface operational risks - capacity gaps, agent behaviour issues, system friction - before they become material problems
• Act as the operational escalation point for team leads; triage and resolve issues without defaulting everything to senior management

Job description

Advance Intelligence Group in Manila, Philippines seeks an experienced workforce operations supervisor to lead attendance, onboarding, and performance management for CollectX agents. You will coordinate with DCA partners, oversee compliance, and drive consistent coaching and improvement plans to meet KPI targets.

The role emphasizes clear communication, process discipline, and proactive risk mitigation within a blended in-house and outsourced team. On-site position with growth opportunities.