Collections Supervisor - BPO (Start-up)

Job description

Operation Supervisor is responsible for overseeing the day-to-day operations of the collections department. Has supervisory experience managing a team of collections, possesses great communication skills and is responsible for assessing work and giving feedback to maximize performance. Operations Supervisor must also enforce company rules and regulations and ensure that all employees are performing up to expectations.

Report directly to the Chief Operating Officer.

Location: Ortigas Center, Pasig City

JOB ACCOUNTABILITIES

Team Leadership

• Managing day-to-day operations in the Collections Department.
• Organize collection workflow and ensure that team of collection specialists understand their duties and delegated tasks.
• Drive continuous improvement initiatives within the collections department, seeking innovative ways to enhance efficiency and effectiveness.
• Devise ways to optimize procedures and keep direct reports motivated.
• Responsible also in handling the operational interview process, assesses needs/plan ahead for recruitment.

Data Reporting

• Prepare weekly/monthly/annual results and performance reports.
• Create dashboards to monitor the effectiveness of collection efforts and provide actionable insights to the management.

Strategic Management

• Develop strategies and processes to enhance the collection efficiency.
• Measure performance with key metrics (KPIs) and control targets reached by all teams.
• Participates in target sessions and makes strong contributions to the productivity of the team through providing continuous improvement ideas in strengthening work processes.

Compliance and Risk Management

• Understand and implement the company’s processes, policies, procedures and internal control standards.
• Recognize and communicate potential issues to management as appropriate; suggest viable solutions for improvement.
• Ensure compliance with all relevant laws, regulations, internal policies governing collections.

Stakeholder Management

• Coordinates with the IT team to review computer hardware, software and database issues.
• Coordinates with the Business Development team to review upcoming accounts and call center/outside participation, controls external ranks and suggests ways to improve the situation.

Continuous Improvement

• Stay updated on industry best practices and emerging trends in collections.

The Company reserves the right to change or assign other duties to this position as appropriate.

Qualifications/Requirements

• Minimal: Bachelor level in Business Administration or equivalent through on-the-job experience
• At least 3-5 years of solid supervisory experience managing a team of collections, or customer service team members in a BPO or Collections. Working for a Startup is an advantage.
• Fluent in verbal and written English and Filipino communications.
• A track record of successfully implementing collections strategies that optimize recoveries and minimize losses.
• Flexible in Rotating Shift Schedules.