Senior Collections SME & Operational Excellence Lead

Cognizant; Cebu City; On-site; PHP 700,000 - 900,000; Full time

Job summary

Cognizant Cebu is seeking a Collections SME to support complex operations, manage high-risk delinquent accounts, and serve as the primary escalation point for challenging customer and client cases. You will train staff, develop SOPs, ensure regulatory compliance, and lead improvements across the collections process, leveraging Oracle or Genesys and advanced Excel/PowerPoint.

This on-site role requires 4+ years in BPO and at least 3 years in collections, with US client exposure and strong

Qualifications

• Bachelor's degree or equivalent in business, finance, or related field.
• Minimum 4 years in BPO with at least 3 years in Collections, Debt Recovery, AR, or Credit & Collections.
• At least 1 year as SME, Senior Process Executive, Floor Support, or similar senior role.
• Proven track record meeting or exceeding collections and recovery KPIs.
• Experience supporting US client accounts; B2B Collections a plus.
• Strong knowledge of collections operations, delinquency management, recovery strategies, and regulatory compliance.
• Experience creating SOPs, process docs, knowledge articles, and training materials.
• Proficiency in collections and CRM systems (Oracle, Genesys Dialer, etc.).
• Advanced Excel and PowerPoint skills.
• Excellent English communication, stakeholder management, analytical and problem-solving skills.
• Willing to work onsite in Cebu and on rotating shifts aligned to US business hours.

Responsibilities

• Manage complex and high-value delinquent accounts, including escalated and at-risk cases.
• Handle customer escalations, regulatory complaints, legal threats, and sensitive account concerns.
• Partner with client operations teams to resolve complex collection issues and system-related concerns.
• Develop and maintain SOPs, process documentation, knowledge base articles, and training materials.
• Deliver new hire training, nesting support, and refresher sessions on process and policy updates.
• Analyze escalation trends, identify process gaps, and recommend operational improvements.
• Lead or support continuous improvement initiatives to enhance collections performance and compliance.
• Provide floor support, process guidance, and SME expertise to operations teams.
• Represent the operations team during client meetings, business reviews, and process update discussions.
• Assist with performance reporting, knowledge management, and onboarding of new client programs.

Skills

BPO experience

Collections knowledge

Regulatory compliance

SOP development

Training materials creation

Excel & PowerPoint

English communication

Stakeholder management

Education

Bachelor's Degree in Business Administration, Finance, Communications, or related field

Tools

Oracle CRM

Genesys Dialer

Job description

Cognizant Cebu is seeking a Collections SME to support complex operations, manage high-risk delinquent accounts, and serve as the primary escalation point for challenging customer and client cases. You will train staff, develop SOPs, ensure regulatory compliance, and lead improvements across the collections process, leveraging Oracle or Genesys and advanced Excel/PowerPoint.

This on-site role requires 4+ years in BPO and at least 3 years in collections, with US client exposure and strong