Team Leader, Collections

Travel + Leisure Co.; Mabalacat; On-site; PHP 600,000 - 850,000; Full time

Job summary

Travel + Leisure Co. is seeking a Team Leader, Collections in the Philippines. You will coach collectors, drive portfolio performance, and resolve complex customer situations while partnering with front-line associates and leadership.

You will lead by example, ensuring compliance, and providing real-time support to sustain delinquency reduction goals and effective recovery strategies in a fast-paced environment.

Qualifications

• Minimum of two years of collections experience.
• Experience handling account resolution and customer negotiations.
• Knowledge of regulatory requirements related to collections.

Responsibilities

• Managing and prioritizing assigned portfolios, including high-risk and specialty account populations, to support delinquency reduction and recovery goals.
• Serving as an escalation point for complex accounts, customer concerns, disputes, and reactivation requests.
• Providing real-time floor and virtual support, including policy interpretation, process guidance, and decision-making assistance.
• Coaching and developing collectors through side-by-side support, performance feedback, and ongoing training.
• Reviewing account updates, documentation, and file maintenance activities for quality and compliance.
• Supporting reporting, month-end activities, portfolio reviews, and performance tracking.
• Identifying trends, risks, and operational opportunities and escalating insights to leadership.
• Providing leadership coverage when needed, including oversight of daily operations and escalation management.
• Supporting process improvements, system enhancements, training initiatives, and adoption of new tools and technologies.

Skills

Coaching

Leadership

Collections knowledge

Customer negotiations

Digital tools

MS Office (Outlook, Excel, Word)

Problem-solving

Communication

Education

High school diploma or GED/ALS

Associate or bachelor's degree preferred

Tools

Mainframe/legacy systems

MS Office Suite

Job description

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

At Travel + Leisure Co., we believe great teams deliver exceptional experiences. As a Team Leader, Collections, you'll play a critical role in supporting our collections operation by coaching collectors, driving portfolio performance, resolving complex customer situations, and serving as a trusted partner to both front-line associates and leadership. This position combines leadership, operational excellence, and customer-focused problem solving in a fast-paced environment where your expertise can make a meaningful difference.

How You'll Shine

As a Team Leader, Collections, you'll provide daily support and guidance to collectors while helping ensure performance, compliance, and customer service goals are achieved. You'll be a subject matter expert, coach, and escalation resource for a high-performing team.

Key responsibilities include:

• Managing and prioritizing assigned portfolios, including high-risk and specialty account populations, to support delinquency reduction and recovery goals
• Serving as an escalation point for complex accounts, customer concerns, disputes, and reactivation requests
• Providing real-time floor and virtual support, including policy interpretation, process guidance, and decision-making assistance
• Coaching and developing collectors through side-by-side support, performance feedback, and ongoing training
• Reviewing account updates, documentation, and file maintenance activities for quality and compliance
• Supporting reporting, month-end activities, portfolio reviews, and performance tracking
• Identifying trends, risks, and operational opportunities and escalating insights to leadership
• Providing leadership coverage when needed, including oversight of daily operations and escalation management
• Supporting process improvements, system enhancements, training initiatives, and adoption of new tools and technologies

What Makes You Successful

You are a strong communicator who enjoys helping others succeed. You can balance operational priorities while providing thoughtful coaching, guidance, and problem resolution. You're comfortable making decisions, managing competing priorities, and working collaboratively in a dynamic environment.

What You'll Bring

• High school diploma or GED/ALS required
• Associate or bachelor's degree preferred
• Minimum of two years of collections experience
• Experience handling account resolution, customer negotiations, and regulatory requirements
• Proven ability to coach, motivate, and support a team
• Strong knowledge of collections systems and digital tools
• Experience with mainframe or legacy systems is a plus
• Proficiency in Microsoft Outlook, Excel, and Word
• Excellent organizational, time management, and prioritization skills
• Strong problem-solving and critical-thinking abilities
• Effective communication and relationship-building skills

Schedule & Availability

This role supports both collections leadership and front-line associates through active floor and virtual coverage. Team members must be flexible and available to work a variety of schedules based on business needs, including:

• Early mornings
• Evenings
• Weekends
• Holidays
• Overtime and scheduled rotations

Current business hours align with the Manila, Philippines time zone and may adjust seasonally to support U.S. Daylight Saving Time requirements.

Why Travel + Leisure Co.?

At Travel + Leisure Co., we're shaping the future of vacation ownership and travel experiences. Our associates bring passion, innovation, and collaboration to everything they do. When you join our team, you'll have opportunities to build your leadership capabilities, expand your industry knowledge, and work alongside talented professionals dedicated to delivering exceptional results.

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [e-mail], including the title and location of the position for which you are applying.