Team Lead, Onboarding & Collections (SaaS)

Virtua Solutions Outsourcing; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Virtua Solutions Outsourcing is seeking an experienced Team Lead to oversee Onboarding and Collection teams in the Philippines. You will drive performance, coach staff, and implement improvements to ensure accurate, timely processes and smooth cross-functional handoffs with Sales, CS, and Finance.

The role requires overseeing multiple regions and aligning with global finance teams, while maintaining high standards of customer experience and process discipline.

Qualifications

• 5+ years in a customer-facing onboarding role.
• 3+ years in a team lead or supervisory role within finance operations.
• Experience with operational KPIs and capacity planning.
• Strong attention to detail and problem-solving skills.
• Experience interpreting purchase orders, customer documentation, and contract terms.
• Experience with multi-region teams (Americas, EMEA, APAC).
• Ability to resolve complex issues and drive solutions.
• Experience managing multiple vendor/customer portals.
• Proficient in NetSuite and Salesforce.
• Excellent written and verbal communication with stakeholders.
• Independent, fast-paced, guiding others toward best practices.

Responsibilities

• Ensure performance KPIs are met for onboarding and collection teams.
• Lead meetings with Sales, Customer Success, and Finance to ensure smooth handoffs from sales to onboarding.
• Train and mentor new team members, providing support and troubleshooting as needed.
• Serve as a go-to resource for onboarding peers, ensuring consistent execution of processes.
• Lead and document process improvement initiatives to boost accuracy, speed, and scalability.
• Prioritize and manage team workloads, maintaining effective resource planning.
• Act as a liaison between the local team and global finance teams.

Skills

Team Leadership

Onboarding

Customer Success

Process Improvement

KPI Management

Resource Planning

NetSuite

Salesforce

Stakeholder Mgmt

Tools

NetSuite

Salesforce

Job description

Are you an experienced leader with a passion for process improvement and customer success? We are looking for a Team Lead to oversee our Onboarding and Collection teams. In this role, you’ll ensure top-notch performance, guide your team through challenges, and drive continuous improvement in our onboarding and collection processes. You’ll collaborate closely with Sales, Customer Success, and Finance teams to deliver a seamless experience for our customers.

About The Role

Are you an experienced leader with a passion for process improvement and customer success? We are looking for a Team Lead to oversee our Onboarding and Collection teams. In this role, you’ll ensure top-notch performance, guide your team through challenges, and drive continuous improvement in our onboarding and collection processes. You’ll collaborate closely with Sales, Customer Success, and Finance teams to deliver a seamless experience for our customers.

What You'll Do

• Ensure performance KPIs are met for both onboarding and collection teams.
• Lead meetings with Sales, Customer Success, and Finance to ensure smooth handoffs from sales to onboarding.
• Train and mentor new team members, providing support and troubleshooting as needed.
• Serve as a go-to resource for onboarding peers, ensuring consistent execution of processes.
• Lead and document process improvement initiatives to boost accuracy, speed, and scalability.
• Prioritize and manage team workloads, maintaining effective resource planning.
• Act as a liaison between the local team and global finance teams.

What We're Looking For

• 5+ years of experience in a customer-facing and operational onboarding role.
• At least 3 years in a team lead or supervisory role within finance operations.
• Proven experience with operational KPIs and resource/capacity planning.
• Strong attention to detail, organizational, and problem-solving skills.
• Comfortable interpreting and validating purchase orders, customer documentation, and contract terms.
• Experience working with teams and customers across multiple regions (Americas, EMEA, APAC).
• Ability to resolve complex issues and drive solutions.
• Experience managing multiple vendor/customer portals.
• Proficient in NetSuite and Salesforce.
• Excellent written and verbal communication skills, with confidence in stakeholder interactions.
• Able to work independently in a fast-paced environment and guide others toward best practices.