Senior Process Manager - Credit Control + CSE APAC

Job Title: Senior Manager for Collections + CSE APAC

Department: Financial Markets - FAO

Location: Alabang, Muntinlupa City

Work Setup: Onsite

Reports To: Director of Collections

POSITION SUMMARY

The Senior Manager for Collections (Voice) is responsible for leading and managing large-scale, voice-based collections operations to achieve performance targets in collection efficiency, customer experience, and compliance. This role oversees multiple teams composed of Supervisors/Team Leaders and Collections Associates and ensures that operational performance, quality standards, and regulatory requirements are consistently met.

This leader is expected to drive strategies that increase recovery rates, optimize workflows, enhance agent productivity, and maintain a positive customer experience while managing delinquent accounts.

KEY RESPONSIBILITIES

Operations & Performance Management

• Lead and manage day-to-day collections operations (Voice channel) to achieve monthly and quarterly recovery targets.

• Establish performance metrics (KPIs/SLAs) for productivity, conversion, delinquency reduction, and right-party contact rates.

• Analyze daily performance dashboards and implement corrective actions when targets are at risk.

• Optimize queue segmentation, call strategy, and workflows to increase efficiency and collection yield.

• Ensure efficient workforce utilization, staffing forecasting, scheduling, capacity planning, and load balancing.

Leadership & People Management

• Lead a team of Supervisors/Team Leaders overseeing Collections Agents/Associates.

• Conduct regular business reviews with direct reports — performance, coaching, development.

• Implement reward, recognition, and incentive programs to drive performance culture.

• Hire, train, and develop talent to build a strong bench of future leaders.

Quality, Compliance & Risk Management

• Ensure adherence to company policies, data privacy rules, regulatory requirements, and client-specific compliance standards.

• Conduct call calibrations, audits, and quality monitoring sessions to ensure script and process adherence.

• Manage escalations and resolve complaints while protecting brand reputation.

Client & Stakeholder Management

• Serve as the primary operations contact for internal stakeholders and/or external clients.

• Prepare and deliver performance reviews, reports, and improvement plans during business reviews.

• Collaborate with cross-functional teams (Training, WFM, QA, HR, IT) to support operations.

Process Improvement & Transformation

• Use data-driven insights to recommend process changes, automation and technologies that improve collection efficiency.

• Identify root causes of non-payment and propose mitigation strategies.

• Lead continuous improvement initiatives (Lean/Six Sigma preferred).

QUALIFICATIONS

Required

• Bachelor’s degree in Business, Finance, or related field (or equivalent experience).

• 7–10+ years of total experience in Collections, with 3+ years in managerial or leadership role handling voice-based/phone-based collections operations in a BPO, shared services, or financial institution.

• Proven track record of leading large collections teams and delivering target results in high-volume environments.

• Strong analytical skills and ability to interpret operational data to drive decisions.

• Excellent communication, conflict resolution, and stakeholder management skills.

Preferred

• Experience supporting US, UK, or AU markets.

• Exposure to credit and collections regulatory environments (FDCPA, CFPB, Data Privacy, etc.).

• Proficient in using dialer systems, CRM tools, and analytics platforms.

• Lean Six Sigma, PMP, or leadership certifications are a plus.

KEY METRICS

• Collection Rate / Recovery Percentage

• Right Party Contact (RPC) Rate

• Promise to Pay (PTP) conversion

• Compliance / QA Audit Score

• Attrition / Engagement Score

• Productivity (calls per hour / talk time / wrap time)

WHY THIS ROLE IS CRITICAL

This position drives revenue recovery and ensures healthy cash flow through strategic leadership of voice-based collections. The Senior Manager plays a key role in building a high-performance team while protecting customer experience and regulatory compliance.