Collections Manager

Overview

Join a dynamic and supportive team where you'll lead the Manila Collections unit in a full-time work-from-home setup (with only 2 office visits per month). This is a hands-on management role that requires direct involvement in customer communications, collections calls, reporting, and risk mitigation, while fostering a performance-driven and customer-centric culture. This role plays a critical part in driving team culture, performance accountability, and process improvement, and adherence to company policies and performance target, while supporting both operational and regulatory objectives. This role offers a competitive salary, a comprehensive benefits package and career growth opportunities.

• Full-time Work-From-Home with 2x in office visit in a month
• Mon to Fri, dayshift shifting schedule
• Market competitive salaries and benefits
• Weekly and Long-term Attendance Bonus
• Performance-based Incentives
• Rice Allowance
• HMO Medical Benefit for employee and dependent
• Overtime and Holiday Pay
• Paid Leaves
• Career progression and leadership opportunities
• Cutting edge technology and PCs

• PEOPLE: Team Leadership & People Management: Lead and manage the Manila Collections team to achieve performance targets by fostering a customer-focused culture, conducting regular coaching and performance reviews, and ensuring accountability in productivity and data accuracy. Oversee attendance, enforce policies, and facilitate team planning and development through training and goal setting. Address underperformance and ensure compliance with HR policies and workplace standards.
• PERFORMANCE: Performance & Target Management: Track and report daily and monthly performance across key collection metrics (e.g., RPC%, PTP%, talk time, accounts worked). Provide regular performance summaries to management and collaborate with Brisbane and Manila stakeholders to align on business goals. Identify and address negative trends using data-driven insights and resolve customer disputes and complaints in line with company policy.
• PROCESS: Process Execution, Operational Excellence, Risk Management & Compliance: Ensure compliance with collections policies, regulations, and internal procedures, while staying updated on relevant laws and Firstmac products. Support operational changes, resolve issues, and drive process improvements. Communicate updates and risks to stakeholders, maintain accurate reporting and audit trails, and uphold data privacy and ethical standards. Collaborate with internal departments on escalated matters and represent the Manila Collections team in cross-functional initiatives.

Minimum 5 years of management experience in Collections, specifically within Auto and Home Loans, with a proven track record in managing high-performing teams. Preferably with knowledge of the finance/mortgage industry, including understanding of Australian home/car loans and an understanding of the legislative requirements. This role requires maintaining a close working relationship with our Australian office. As such, strong English communication skills and the ability to build and maintain professional networks are essential. Minimum educational attainment of bachelor\'s degree or a 4-year diploma course in Business, Finance, Accounting, or any related field. Strong people leadership capabilities, with demonstrated success in coaching, mentoring, and developing staff to consistently meet or exceed team and individual performance goals. Strategic and operational experience in collections, including developing effective strategies that drive recovery results, enhance customer engagement, and support compliance. In-depth knowledge of hardship case management, including empathetic yet effective handling of vulnerable customers in line with regulatory standards. Experience in secured recoveries is highly desirable, along with relevant industry qualifications (e.g., in credit management, finance, or collections compliance). Proven ability to influence and inspire teams, fostering a collaborative, goal-oriented culture with a focus on service and results. Demonstrated relationship-building skills with internal and external stakeholders, including customers, clients, and regulatory bodies, to drive successful business outcomes. Strong negotiation and decision-making skills, with sound judgment in resolving complex or high-risk accounts. Exceptional time management and prioritization abilities, with a consistent track record of delivering high-quality results within set timeframes. Comprehensive understanding of the collections landscape, including trends in financial markets, loan products, and recovery strategies. Well-versed in debt collection guidelines, industry legislation, and regulatory compliance relevant to the collections function. Excellent organizational and administrative skills, with a keen eye for detail and process control. Proven ability to identify, recommend, and implement process improvements to enhance efficiency, customer experience, and operational performance.

Salary: Competitive and negotiable, based on candidate\'s skills, experience, and suitability for the role.

If this sounds like you, we\'d love to hear from you.

Apply now - just answer some brief questions and submit your CV