AVP, Collections Multi-Stage
- Cebu City, Cebu
- Training
- Full-time
- Lead and manage call center unit of approximately 100-150 associates and 8+ exempts on inbound/outbound collections and manual outbound collections for Retail Card, Payment Solutions & CareCredit platforms
- Direct leadership of frontline Portfolio Control Team Managers.
- Identify opportunities to leverage existing collections infrastructure, competencies and skill sets to maximize collections effectiveness while optimizing expenses and core collections performance.
- Partner with appropriate resources in collections operations, outsourcing, strategy risk and other key stakeholders to ensure timely implementation of strategies and alignment with portfolio goals.
- Analyze performance, including trends, results, collector metrics, strategies, performance problems and develop/implement action plans.
- Provide regular progress and performance updates as necessary to VP Collections and Collections leadership team.
- Develop Portfolio Control Team Managers and frontline associates on an individual and team basis.
- Uses judgment based on the analysis of information.
- Bachelor’s degree with a minimum of 2 years’ experience in financial services collections, operations, or customer service; or, in lieu of a degree, a minimum of 6 years’ relevant experience.
- Minimum of 3 years of leadership experience in a call center environment, including direct management of people managers, with demonstrated strengths in data analysis and team development.
- Full professional fluency in English.
- Must be in current role for at least 24 months
- Not on any corrective action (Formal/Final Formal)
- Experience in a financial services collections function.
- Ability to drive initiatives that will improve performance.
- Excellent analytical and problem solving skills.
- Demonstrated superior project management skills.
- Strong/demonstrated relationship building skills.
- Excellent influencing, interpersonal and communication skills.
- Ability to interact with an influence all levels of senior leadership.
- Willingness to be flexible and open to change Global mindset.
- Strong PC proficiency (Microsoft Suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application.