Collections Outsourcing Supervisor

4 days ago


Mandaluyong, Philippines Atome Full time

On-site - Mandaluyong 1-3 Yrs Exp Diploma Full-time Share Working Location Rockwell Business Center Tower 2. Rockwell Business Center, Pasig, Metro Manila, Philippines Responsibilities 1. Agency Management: Manage and supervise the performance of assigned DCAs to ensure collection targets are consistently achieved. Conduct regular performance reviews with agency management and recommend corrective action plans when necessary. Oversee onboarding, training, and ramp-up of new DCAs to ensure seamless integration and alignment with business expectations. 2. Performance Monitoring: Track daily, weekly, and monthly KPIs (e.g., recovery rates, contact rates, promise-to-pay conversions). Analyze performance reports and provide actionable feedback to agencies to drive improvements. Identify underperforming areas and develop action plans to address gaps. 3. Compliance and Quality Assurance: Ensure all agency activities comply with company policies, regulatory requirements, and ethical collection practices. Conduct audits and random quality checks to assess call quality, adherence to scripts, and proper handling of customer interactions. Address and escalate non-compliance issues promptly. 4. Operational Support: Act as the main point of contact between internal stakeholders (e.g., Regional collection, Legal, Compliance teams) and external DCAs. Support operational initiatives, system enhancements, and new project rollouts affecting the outsourced collections network. Provide input and advisory support on commission schemes, incentive structures, and productivity frameworks for agencies. 5. Reporting: Prepare regular performance updates and reports for internal management review. Recommend improvements to strategies based on data-driven insights and market conditions. Minimum 1-2 years of Supervisory or leadership experience in financial services, collections agency experience. Proven ability to coordinate across teams , understand strategic logic, and drive operational alignment. Strong self-management, problem-solving mindset, and ability to execute under pressure. Familiarity with performance-driven environments, KPIs, and the dynamics of in-house vs DCA operations. Comfortable working in a fast-paced, cross-cultural setting with flexibility to adjust to regional schedules when needed. Good communication skills are needed, as this role involves working with other regional teams. Qualifications Minimum 1-2 years of supervisory or leadership experience in financial services or collections agency experience. Notice If the position requires you to work overseas, please be vigilant and beware of fraud. If you encounter an employer who has the following actions during your job search, please report it immediately: withholds your ID, requires you to provide a guarantee or collects property, #J-18808-Ljbffr



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