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CBS - DEPUTY HEAD, COLLECTIONS AND RECOVERIES DIVISION

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Position Title:  Deputy Head, Collections and Recoveries Division

Job Summary

  • The jobholder is responsible for managing delinquency and credit losses within plan.  The scope of the responsibility includes in-house and third-party agent performance monitoring and optimization, formulation and implementation of collection strategies, and coordination with other concerned units/departments for issues that may impact on collections performance.

 

Specific Duties & Responsibilities

Support the key performance indicators of the division, e.g., Service Indicator, accuracy, aging, efficiency, etc.

  • Work with Credit Risk for the formulation, implementation and regular review of efficient risk-based collection strategies to address the changing risk profile of the portfolio.  Identify and manage delinquency and overlimit drivers.
  • Creates effective strategies to maximize resources within his team and elicits cooperation/teamwork across other teams to ensure that all performance indicators are met; Follows through on strategies and changes strategy when necessary
  • Drives and ensure successful implementation of various projects/initiatives such as collection system upgrades, outsourcing, discounting or incentive programs, etc.
  • Maximize in-house and external agent productivity and quality while managing overtime and other costs to achieve improvement in “cost to collect.”
  • Ensure robust and timely monitoring of Collections and Recoveries Performance indicators.
  • Provides regular updates to team, peers and supervisor
  • Creates an environment of continuous process improvement
  • Ensures that his team is properly capacitized at all times
  • Monitoring resources and ensuring that these are fully optimized, within plan or budget
  • Completion of tasks or projects that may be assigned to him

 

 

Performance of Control Functions

  • Creates control processes where risks are anticipated or identified; Escalates issues that may results to risk
  • Conducts sampling of team member’s work, when necessary
  • Ensures that his team members follow proper code of conduct
  • Ensures that the division is always audit-ready
  • Gives feedback to, and cooperates with, other departments
  • Responsible for ensuring that a robust and fully functional Continuity of Business (COB) Plan is established

 

Development of Staff and Officers

  • Regular and evident coaching and mentoring of team mates to improve their skills; provides feedback that is timely, constructive and motivating
  • Proper identification and development of personnel with high potential
  • Creates a team that is motivated and has high employee satisfaction
  • Gives rewards and recognition to deserving personnel
  • Conducts semi-annual or annual Performance Appraisal that is objective and measurable
  • Promote employee engagement
  • Ensure succession plan is in place for each critical position
  • Ensures team member’s integrity through compliance to internal policies and company requirements

 

 

Qualifications:

  • Has at least seven (7) years of work-related experience and five (5) years of which managing a collections team.
  • Has a broad understanding of the different segments of the credit card business and the capacity to relate unit’s operations and performance metrics to the overall business of the company.
  • Strong network with collections agencies and credit card regulatory procedures.
  • Strong working knowledge of MS Word and PowerPoint. Familiarity with other software application package such as MS Excel an advantage
  • Proficient in collection systems, policies/procedures and has fully developed negotiation skills

 

Other Details:

Rank: Senior Officer

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

Location:Pasay City

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