Operations Manager (Collection)

FILINVEST LAND, INC.

JOB SUMMARY

Leads and manages the Collections Team to ensure that 100% of delinquent accounts at the start of each month are actioned through timely and effective collection efforts, supporting the company's cash flow objectives and maintaining a healthy portfolio of paying customers. Oversees daily collections operations, monitors team and individual performance, implements collection strategies to improve recovery rates, reviews and endorses accounts for cancellation, and manages customer escalations to ensure issues are resolved professionally, efficiently, and with a strong focus on customer experience.

KEY RESPONSIBILITIES

• Assigns daily worklist, performs load management, oversees daily productivity of staff and the team, and conducts performance coaching
• Monitors collection performance and efficiency ratios to ensures targets are met
• Prepares and presents regular productivity reports to drive operational improvements
• Liaises with internal and external units to resolve client payment concerns
• Manages escalation to ensure resolution of customer concerns

QUALIFICATIONS

• Bachelor's Degree in Business Management, Accountancy, Finance or similar roles
• Strong background in collection, negotiating payment solutions, and resolving complex account issues while maintaining positive customer relationships
• Proven experience in managing accounts across various stages of delinquency, including early-stage collections, past due accounts, payment arrangements, and contract cancellations, and legal endorsements.
• Proficiency in analyzing collection performance and preparing management reports
• Experience leading performance management initiatives, including coaching, performance reviews, workforce planning, and employee development
• At least 5 years of experience in a similar role
• Strong monitoring, supervisory, and performance management skills
• Experience in collection work involving delinquent accounts
• Ability to communicate effectively through written and verbal means in both English and Filipino.
• Ability to handle teams of multiple functions, sizes, and demographics
• Customer Service backbone and orientation
• Strong attention to detail to maintain accuracy in documentation and compliance requirements
• Highly adaptable to changes due to business needs
• Adept to the use of MS Office tools (MS PowerPoint, Excel, Word)