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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

  • 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

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