CBS - Head, Collections Strategies & Business Performance

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Position Title: Head, Collections Strategies and Business Performance

Job Summary

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  The jobholder leads and manages the unit, driving the collections strategies with the various collections systems as the primary tool (i.e. Collection Management System, Predictive Dialer System, Adeptra, etc.).  He/she ensures that strategy executions in the systems are in accordance with performance and productivity standards. He/She provides appropriate strategies and fosters collaboration to drive sustained and continuous improvement in achieving collection goals. He/she ensures adherence to the existing Collections policies and procedures, as well as provisions promulgated by the regulatory bodies.

  
  

Specific Duties & Responsibilities

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  Manage strategy formulation and execution

  
  
  
  
  • Monitor daily operations of Collections to ensure consistent execution of strategies.
  
  
  • Analyze data and/or reports to spot key areas and opportunities on productivity to improve overall Collections Metrics
  
  
  • Initiate and collaborate with other Unit Heads on strategic plans and challengers.
  
  
  
  

   

  
  

  Manage Projects and Initiatives

  
  
  
  
  • Manage stakeholders in the delivery of projects and initiatives
  
  
  • Function as Business Lead for Collections projects or SME for enterprise-wide projects.
  
  
  • Ensure availability of required inputs such as Concept Paper, Business Requirements Document, and Test Scripts.
  
  
  • Manage User Acceptance Testing from planning to execution.
  
  
  
  

   

  
  

   

  
  

  Manage performance of Collections Systems

  
  
  
  
  • Ensure tasks related to Collections Systems (Tallyman, Predictive Dialer System, Adeptra CCS, etc.) are done by point persons or assigned officer/s.
  
  
  • Review system performance data to identify trends, implement plans of action and/or strategies for all Collections Units. This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates.
  
  
  • Coach and motivate team members to achieve set targets/standards and recommend strategies for further improvement.
  
  
  • Assist in capacity planning.
  
  
  • Ensure proper management and operation of systems used by the unit.
  
  
  
  

   

  
  

  Manage team performance

  
  
  
  
  • Perform periodic performance review
  
  
  • Identify training needs of direct reports
  
  
  • Maintain and improve employee engagement
  
  
  
  

   

  
  

  Manage performance of Internal and External Customers

  
  
  
  
  • Coordinate with various business units to achieve collection goals
  
  
  • Work with the IT unit to ensure that technology is current and efficiency is optimal
  
  
  • Work with vendors concerning Service Level Agreements (SLAs), maintenance, update, and upgrade requirements.
  
  
  • Manage and monitor system issues from reporting to closure.
  
  
  
  

   

  
  

  Control delinquency of assigned group of accounts within set standards

  
  
  
  
  • Ensure department meets delinquency and Net Credit Loss objectives.
  
  
  • Ensure achievement of key metrics of all Collections systems that are aligned with overall business objectives
  
  
  • Implement strategies to further optimize system performance in line with the objectives of all Collections Units
  
  
  • Participate in strategic planning for the long-term development of the system
  
  
  • Liaise with other departments, branches, or units regarding collection concerns
  
  
  
  

   

  
  

  Minimize Risk and credit losses

  
  
  
  
  • Assists unit heads, collection strategist, senior officers, and team leaders in ensuring failover plans are followed
  
  
  • Assists in managing Collections systems and other system documentation requirements for all Collection units
  
  
  • Conducts periodic system UAT based on requirements
  
  
  
  

   

  
  

  Address various customer issues

  
  
  
  
  •  Help resolve client concerns on use of systems
  
  
  
  

   

  
  Perform various tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ).

Qualifications:

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  Bachelor’s degree holder; preferably graduate of business course. Relevant experience in Collections / Credit / Risk Management. Knowledge in bank and credit card processes/systems is preferred.

  
  


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  At least 7 years experience in collections, preferably from a credit card company or bank

  
  


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  At least 5 years in a supervisory/managerial role, preferably handling officers and staff

  
  


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  Strong working knowledge on MS Word, Excel, and PowerPoint; knowledge on IT programming (e.g. SQL, VB, Sybase, etc.), and other technology software is an advantage

  
  


•  Experience in automated collection systems (e.g. Tallyman, Adeptra) and predictive dialer is an advantage.

Other Details:

Rank: Senior Officer

Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division

Location:  Pasay City