Team Leader - Collections + CSE

Personiv; Muntinlupa; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Personiv is seeking a Team Leader / Supervisor – Credit Control & Customer Service (APAC) to lead regional collections and customer service teams across APAC. You will drive timely receivables recovery, monitor AR aging, resolve escalations, and ensure adherence to service levels and credit policies.

The role requires coaching and developing staff across time zones, partnering with internal and external stakeholders, and delivering performance insights through KPIs.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business, or related field.
• 4–6+ years in Credit Control, AR, or CSR operations.
• 1–2+ years supervisory experience across multi-markets or APAC environments.
• Experience supporting APAC environments.
• Familiarity with ERP and CRM systems.
• Strong Excel and reporting skills.

Responsibilities

• Supervise daily Credit Control and CSR operations across APAC markets.
• Ensure timely collections follow-ups, dispute resolution, and account monitoring.
• Handle customer inquiries related to billing, payments, and service requests.
• Maintain SLA adherence, productivity and quality standards.
• Identify and implement process improvements for efficiency and CX.
• Monitor AR aging and support collection strategy execution.
• Review escalated disputes, payment issues, and customer concerns.
• Ensure compliance with credit policies and escalation procedures.
• Lead, coach, and develop team members across functions.
• Track KPIs and prepare operational reports and insights.
• Support audit activities and maintain documentation.

Skills

Leadership & Coaching

Customer & Stakeholder Management

Negotiation & Conflict Resolution

Analytical & Problem-Solving Skills

Communication Across Cultures

Operational Execution

Education

Bachelor’s degree in Accounting, Finance, Business, or related field

Tools

ERP platforms

CRM platforms

Excel

Reporting tools

Job description

Team Leader / Supervisor – Credit Control & Customer Service (APAC)

Purpose of the Role

The Supervisor – Credit Control & Customer Service (APAC) is responsible for leading teams supporting regional collections, credit monitoring, and customer service activities. This role ensures timely recovery of receivables, high-quality customer interactions, and adherence to operational standards. The position drives team performance, resolves escalations, and collaborates with internal and external stakeholders to support financial and customer experience objectives across the APAC region.

Key Responsibilities

Operations Oversight

• Supervise daily Credit Control and CSR operations across APAC markets

• Ensure timely collections follow-ups, dispute resolution, and account monitoring

• Oversee handling of customer inquiries related to billing, payments, and service requests

• Maintain SLA adherence, productivity, and quality standards

• Identify and implement process improvements to enhance efficiency and customer experience

Credit & Customer Management

• Monitor AR aging and support collection strategy execution

• Review escalated disputes, payment issues, and customer concerns

• Ensure compliance with credit policies and escalation procedures

• Maintain strong relationships with customers, internal stakeholders, and partners

Team Leadership

• Lead, coach, and develop team members across both functions

• Conduct performance management, feedback sessions, and skill development

• Manage staffing coverage across time zones and workload distribution

• Promote a culture of accountability, collaboration, and service excellence

Reporting & Performance Monitoring

• Track KPIs including aging metrics, resolution time, productivity, and customer satisfaction

• Prepare and present operational reports and insights

• Identify trends, risks, and improvement opportunities

Compliance & Governance

• Ensure adherence to internal controls, data privacy standards, and audit requirements

• Maintain documentation accuracy and process consistency

• Support audit activities when required

Qualifications & Experience

• Bachelor’s degree in Accounting, Finance, Business, or related field

• 4–6+ years experience in Credit Control, AR, or Customer Service operations

• 1–2+ years supervisory or leadership experience

• Experience supporting multi-market or APAC environments preferred

• Familiarity with ERP and CRM platforms

• Strong Excel and reporting skills

Key Competencies

• Leadership & Coaching

• Customer & Stakeholder Management

• Negotiation & Conflict Resolution

• Analytical & Problem-Solving Skills

• Communication Across Cultures

• Operational Execution

Success Metrics

• AR aging and collection effectiveness

• SLA and quality performance

• Customer satisfaction and escalation resolution

• Team productivity and engagement

• Compliance and audit readiness