Credit Collections Manager

About the Role

Reporting directly to the Country Lead – Philippines , you will own the development and execution of the company's credit operations and collections capabilities.

The ideal candidate comes from a bank, fintech, financing company, or multi-finance institution in the Philippines , with direct experience building or significantly restructuring a collections operation .

Key Responsibilities

• Build collections infrastructure from scratch, including policies, SOPs, escalation frameworks, bucket strategies, and technology.
• Establish workflows covering early-stage delinquency, hardship programs, skip tracing, legal escalation, and write-offs.
• Implement collection tools such as dialers, CRM integrations, reminder systems, and dashboards.
• Oversee credit application intake, assessment, document verification, and disbursement coordination.
• Monitor and improve application-to-disbursement turnaround times.
• Recruit, onboard, coach, and manage collections agents.
• Establish KPIs covering DPD buckets, collection rates, roll rates, recovery rates, contact rates, and loss rates.
• Ensure compliance with BSP regulations, consumer protection requirements, and the Data Privacy Act.
• Partner with Risk, Legal, Customer Success, Finance, and Product teams.

Must-Have Qualifications

• 6–8 years of progressive credit operations and/or collections experience.
• Experience from a bank, fintech, financing company, or multi-finance institution in the Philippines .
• Proven experience building or significantly restructuring a collections function , including policies, team setup, and technology implementation.
• Minimum 2–3 years of managerial/team-lead experience overseeing collections agents or credit operations staff.
• Strong consumer lending exposure: salary loans, personal loans, paylater, or credit cards .
• Experience working in a fast-paced, startup, or high-growth environment .
• Knowledge of Philippine collections practices, including BSP regulations and consumer protection requirements .
• Hands-on proficiency with collection systems, CRM platforms, and Excel or Google Sheets .
• Excellent verbal and written communication in Filipino/Tagalog and English .

Good-to-Have

• Master's degree.
• Professional certification in Credit Management or Risk Management .
• Practical familiarity with AI tools and data dashboards .