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Cebu | Collections Manager for BPO Financial Account (Temporary WFH - Start ASAP)

Managerial / Supervisory
With Business Certificates
Established in 2017
1001-5000 Employees
Ayala Center Cebu Tower, Bohol St. Cebu Business Park, Luz, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: November 24, 2021
Job ID: 392569


What you'll accomplish as a Manager, Portfolio Control (Collections Manager)


You will lead and coach a team of Collections Representatives. You will partner with your team to develop their skills that will drive quality servicing as they engage with our customers. You will be directly responsible for meeting/exceeding targets such as productivity, call quality and ensuring a positive customer experience. As their leader, you are their mentor, helping them navigate our culture and realize their personal aspirations.


What you'll do:

Champion Customers: Guide and coach your team to anticipate customer needs, create solutions and deliver exceptional customer experiences.

Act as Owners: Lead a team that directly connects with cardholders and customers every day, directly impacting our business’ operational success and growth.

Relate and Inspire: Cultivate an environment for your team and across teams where people feel motivated and have a strong sense of belonging.

Elevate Every Day: Explore everyday opportunities to drive continuous improvement and innovative solutions that create value for the business and your team.

  • Manage and coach Collection staff of approximately 15-20 employees

  • Manage daily collector operations for manual outbound collections or with blended inbound and outbound call volume.

  • Motivate Collections staff to achieve standard metrics, including (but not limited to) Delinquent Dollar Resolution, Contacts per Hour, Net Rate, Dollars Collected per Hour, Speed pay Rate, Quality, AHT and VOC metrics.

  • Recognize and reward associates on a regular basis, using both formal and informal channels.

  • Coach and develop collectors to improve performance and meet compliance goals.

  • Review and analyze employee performance statistics on a daily basis.

  • Address employee issues in a timely manner.

  • Deliver informal coaching sessions promptly, and formal corrective action with specific behavioral recommendations in a reasonable amount of time.

  • Complete and conduct monthly and annual employee evaluations.

  • Manage disciplinary process as necessary.

  • Effectively manage communications with assigned associates through daily interaction, monthly meetings, and informal coaching.

  • Support the daily operations of the Department Unit.

  • Manage various projects as assigned.

  • Coordinate work schedules and weekend coverage with other PCMs in the Collections department.

  • Work with the other PCMs in the Collections department to deliver training, schedule and manage Unit meetings, and enhance processes where necessary. Uses judgment based on practice and precedence.

Qualifications / Requirements you'll need to succeed:

  • Bachelor's degree in Management or graduate of any 4-5 year related course

  • Has at least one (1) year of experience in customer service in a financial setting

  • Has call center management experience especially in a financial/banking account

  • Amenable to work temporarily from home with strong internet connection of at least 30MBPS wired and has a conducive work space

  • Residing within Cebu province (non-island; can be reached through land transportation only)

Desired Characteristics you have that will delight us:

  • Leadership experience –at least 6 months proven experience leading a team –be prepared to share with us some specific examples of how you've inspired your team and driven performance

  • Flexible – as a leader you will need to be willing to work outside your schedule including weekends and holidays if needed to support your team and drive results

  • Experience leading a team of 15+ team members - we love passionate leaders and want to hear your stories of leadership successes and learnings.

  • Excellent organization, prioritization, time management skills - tell us your secret for staying on top of things.

  • Ability to lead and manage projects to completion, especially managing multiple projects simultaneously – tell us about a project you’re most proud.

  • Proven track record of using sound judgment, decision making and problem solving -we want to hear about how you make decisions and how you solved a complex problem.

  • Ability to work with all levels across the business including senior leaders internally and with customers (or clients) –we are a family at Synchrony and all our voices matter, tell us how you influence others.

  • Business acumen – we want to understand how you connect the dots.

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