Head of Collections

KEY RESPONSIBILITIES:

• Will manage the daily operations of the Collection’s Team;
• Ensure that both Internal and External Collections Team meet or exceed SLA’s as defined in the Collections, Quality, and Calling Policies;
• Forecast, and communicate with Top Management drivers that may have impact to the overall Collection Efficiency; and effectively build and execute strategies that will ensure positive impact to productivity,
• Adherence to collections procedures, call quality, service level, schedule adherence, and company policies.

SKILLS AND COMPETENCIES:

• With at least 2 years direct Tele-Operations experience in a high volume transaction business environment
• With at least 5 Year(s) of working experience in the related field is required for this position.
• With a combination of exposure on at least two of the following:
• -Credit (Underwriting) or Collections experience from the financing industry
• -Tele-Collections experience from a local bank or lending/financial company
• - Tele-Operations experience in a BPO/Shared Services environment
• Acumen. With an operational understanding of the Credit Underwriting, Loan Verification, and/or Collections Processes on a leadership capacity.
• Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization
• Change Agent. Can move and positively influence the team to support process changes which can contribute to the overall objectives of the organization. • Entrepreneurial Spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets.
• Analytical. Can identify underlying principles, reasons, or facts which influence and might influence center productivity and asset quality of portfolios.
• Quality-Oriented. With high attention to details to execute functional role and ensure team alignment with compliance standards and policies.
• Self-Starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated of its processes.
• Technical Savvy. Understands how to operate general computer functions, MS Office tools (such as MS Word/Excel), and common Hot Keys (e.g. Alt+Tab)

• Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in Business Studies/Administration/Management or equivalent.
• Leadership Certification. Undergone any training on leadership, team management, problemsolving and decision making, managing KPIs, coaching and feedback, general labor relations for operations, talent selection and development.
• Contact Center Operations. Understanding of how to operate any CRM software and computer telephony systems.
• Technical Certification. Completed any public or in-house training on credit underwriting, loans verifications, or collections and recovery.
• Soft Skills Certification. Undergone training on negotiation skills, handling difficult customers, time management, customer service, or selling techniques.