Team Lead – Collections & Retention – BFSI r3 Consultant

The Corporate Institute; Hinoba-an; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

The Corporate Institute in the Philippines seeks a Team Lead – Collections & Retention to drive day-to-day performance of a team focused on recovery and retention targets. You will coach, escalate, and ensure service quality and compliance, while maintaining a positive customer experience.

You will supervise 10–20 staff, set targets, monitor quality, and coordinate with multiple teams to resolve issues and improve outcomes.

Qualifications

• Bachelor’s degree in commerce, finance, or business administration.
• 5–8 years in collections, recovery, or retention with 2+ years in leadership.
• Knowledge of regulatory/compliance guidelines for collections.
• Proficient with CRM systems, dialers, and MS Excel for reporting.
• Strong communication, coaching, and people-management skills.

Responsibilities

• Supervise a team of 10–20 Collections/Retention Executives and monitor productivity.
• Set and track targets for collections, retention, SLA adherence, and quality.
• Provide coaching, conduct reviews, and address skill gaps with training teams.
• Handle escalated cases and negotiate settlements or retention offers within limits.
• Prepare daily dashboards and coordinate with QA, Training, WFM, and Compliance.

Skills

People management

Coaching & feedback

Communication skills

Negotiation

Pressure management

Education

Bachelor's degree in Commerce/Finance/Business Admin

Tools

CRM systems

Dialers

MS Excel

Job description

JOB PURPOSE:

The Team Lead – Collections & Retention is responsible for driving the day-to-day performance of a team of Collections/Retention Executives, ensuring recovery and retention targets are met while maintaining service quality, compliance, and a positive customer experience. The role acts as the first line of people management, coaching, and escalation handling within the collections floor.

KEY RESPONSIBILITIES:

Team Management & Performance:

• Supervise a team of 10 – 20 Collections/Retention Executives, monitoring daily productivity, call quality, and adherence to schedule.
• Set and track individual and team targets for collections, retention, resolution rate, and SLA compliance.
• Conduct regular one-on-ones, huddles, and performance reviews; provide real-time coaching and feedback.
• Identify skill gaps and coordinate refresher training with the Training/Quality team.

Collections & Retention Operations:

• Drive portfolio-level collection and retention strategies to minimize delinquency and customer attrition.
• Handle escalated and high-value customer cases, negotiating settlements or retention offers within approved limits.
• Monitor daily/weekly/monthly recovery and retention MIS, flagging deviations to the Assistant Manager.
• Ensure accurate logging of customer interactions, promises-to-pay, and dispositions in the collections system.

Compliance & Quality:

• Ensure all recovery and retention communication adheres to regulatory guidelines, internal policy, and code of conduct.
• Monitor call/chat quality scores and drive corrective action for non-compliant interactions.
• Support internal and external audits by ensuring documentation and records are accurate and complete.

Reporting & Coordination:

• Prepare and share daily performance dashboards and root-cause analysis for shortfalls with management.
• Liaise with Quality, Training, WFM, and Compliance teams to resolve floor-level issues.
• Escalate systemic customer issues, process gaps, or high-risk accounts to the Assistant Manager promptly.

REQUIRED SKILLS & QUALIFICATIONS:

• Graduate in any discipline (preferred: Commerce, Finance, or Business Administration).
• 5 – 8 years of experience in collections, recovery, or retention, including 2+ years managing Team Leads or a multi-team portfolio. Strong understanding of collections/retention processes, negotiation techniques, and objection handling.
• Working knowledge of relevant regulatory and compliance guidelines applicable to collections/recovery.
• Proficiency with collections/CRM systems, dialers, and MS Excel for reporting.
• Excellent communication, coaching, and people-management skills.
• Ability to work under pressure and manage escalations calmly and effectively.

KEY PERFORMANCE INDICATORS (KPIS):

• Team collection/recovery achievement vs. target
• Retention/save rate for at-risk accounts
• SLA and first-response/resolution turnaround time
• Call/chat quality and compliance scores
• Team attrition and adherence to schedule