Skips and Special Portfolio Head (Collections)

Security Bank Corporation; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Security Bank Corporation is seeking a Skips and Special Portfolio Section Head to lead the Skip Tracing and Special Portfolio Accounts teams, ensuring compliance with procedures and efficient operations to meet performance standards.

The role requires strong leadership, data-driven decision making, and the ability to coordinate with other units to optimize collections strategies and capacity planning. You will drive improvements through KPI monitoring and targeted training initiatives.

Qualifications

• Experience in collections or portfolio management.
• Strong leadership and team coordination skills.
• Analytical mindset with ability to monitor and improve KPIs.

Responsibilities

• Oversee Skip Tracing and Special Portfolio Accounts teams and ensure adherence to procedures.
• Monitor and update KPIs to drive team performance and meet targets.
• Coordinate escalation rules and cross-team collaboration for efficiency.
• Review daily operative reports to address trigger events and adjust tactics.
• Analyze performance trends and propose improvements to enhance productivity.
• Identify skill gaps and arrange trainings with QA & Trainers.
• Report trends and recommendations to unit heads and drive strategy.
• Ensure proper execution of pre & early collections strategies with Team Leaders.
• Manage team capacity and approve necessary changes with Unit Head approvals.
• Test and implement new collection strategies through pilots and experiments.

Skills

KPI monitoring

Leadership

Communication

Data analysis

Job description

The Skips and Special Portfolio Section Head is responsible for managing the teams performing the Skip Tracing, Special Portfolio Accounts (AIR and Insurance) procedure on a daily basis. The Section Head must actively enhance rules for escalation and coordinate with other teams in the Unit/Department to ensure they are followed accordingly. The purpose of this role is to ensure the supervised teams are following designed collections procedures and operating efficiently in order to meet performance standards of the team.

How you'll contribute

• Monitor and update established KPIs of supervised team regularly, to enhance team’s performance and ensure the target is met for their respective team.
• Ensure designed strategies and procedures are being followed by subordinates through clear and effective communication.
• Check operative reports on a daily basis for trigger fulfillment and performance deterioration and develop collections tactics to address these items.
• Analyze overall performance to identify areas of improvement and implement necessary changes to improve efficiency and productivity.
• Identify weaknesses in the supervised team and negotiate potential trainings with the QA & Trainers Team Leader.
• Analyze reports and existing processes to advise Pre and Early Calling Unit Head regarding trends in portfolio development, collections strategy modifications, and overall team performance.
• Coordinate with Team’s Team Leader to ensure the pre & early collections strategy is being executed properly.
• Responsible for managing the overall team’s capacity and implementing required changes with approval from the Pre & Early Collections Unit Head.
• Test and implement innovative strategies and modifications to the collections processing using specific pilots and champion-challenger experiments, communicating with the Pre & Early Collections Unit Head, Strategist, System Specialist and Team Leaders.
• Evaluate team performance regularly and provide corrective actions in the event of performance anomalies related to calling efficiency, productivity and qualitative metrics (complaints, script-following, customer satisfaction, etc.).

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks.

Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.”

Start your Better Banking career with us today.