Head, Secured Collections Operations

This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role.

Position Title: Head, Frontend and Back Office Unit

Job Summary

• The jobholder manages the whole Frontend and Back Office team members to ensure that all activities conducted are in accordance with performance and productivity standards and within guidelines.


• He/She provides appropriate strategies to drive and sustain improvement and to achieve collection goals. 


• This person ensures adherence to the existing Collection policies and procedures as well as provisions promulgated by other regulatory bodies

Specific Duties & Responsibilities

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  Manage performance of team members

  
  
  
  
  • Monitors productivity of unit and provide regular feedback
  
  
  • Coaches and motivate team members to achieve set targets/standards and recommend strategies to improve performance
  
  
  • Periodic performance reviews
  
  
  • Identify training needs of handled team members
  
  
  • Performs capacity planning
  
  
  • Participates in improving employee engagement
  
  
  • Ensures proper management and operation of various systems used by the unit
  
  
  
  

Control Delinquency and process management of assigned of accounts within set standards

• Monitors Key Performance Indicators (“KPIs”) for Frontend and Back Office team members


• Reviews team member’s account to ensure that all accounts are worked on and productivity standards are attained


• Monitors telephone conversation of team members in following up payments from delinquent borrowers


• Liaise with other departments, branches, or units regarding collection concerns and constant communication with the branch thru telephone conversation or email


• Implements collection strategies for Frontend accounts to ensure that collection efficiencies and delinquency metrics are within acceptable level


• Reviews team member’s task list to ensure that requests are processed within acceptable TAT and error rate threshold


• Reviews and endorses requests for preparation of payments related to legal expenses and service fees performed by Debt Collection Agencies (“DCAs”)


• Reviews and ensures that Back Office maintains an updated tracker of accounts due for booking to Real and Other Properties Acquired (“ROPA”)

Minimize Risk and Credit Losses

• Initiates cost-cutting strategies to help lower cost-to-collect


• Assists in reporting possible fraud accounts to concerned units


• Reviews agent’s maintenance and related actions


• Reviews agent’s requests for reversals

Address Customer Issues

• Validates customer complaints and provides counseling


• Ensures client concerns are addressed properly and promptly

• Recommend ways to further improve existing collections strategies, policies and procedures and ensure the team’s compliance to office policies as well as provisions promulgated by other regulatory bodies.


• Perform projects/responsibilities that may be assigned from time to time (e.g. BORC, BCP, Cost Champion, Corporate Correspondences, Line trainer, E-champ)

Qualifications:

• Bachelor’s degree holder; preferably graduate of Business course


• At least four (4) years of experience in collections, preferably from a Secured/Unsecured Retail Business or Bank


• At least five (5) to seven (7) years in a supervisory / managerial role, preferably handling officers and staff


• Experience in building collections strategies and capacity planning is a must

Other Details:

Rank: Junior Officer

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

Location: Pasay City