Collections Team Lead | Hybrid | Ortigas | Day/Night Shift

Lead People. Shape Performance. Grow with Purpose. At Emapta, we believe that leadership starts with care and excellence. As a trusted global outsourcing partner, we empower teams to perform at their best by combining world-class opportunities with a culture that values integrity, collaboration, and growth. Our people are at the heart of everything we do-driving innovation, building meaningful client partnerships, and creating impact that transcends industries. Here, your voice matters. Whether you're leading a team, supporting clients, or refining processes, you'll find a workplace that challenges you to grow, rewards performance, and celebrates the human side of leadership every step of the way. Job Description As a Collections Team Lead, you will lead and motivate a team of specialists to achieve collection targets, improve client satisfaction, and optimize operational performance. You'll manage escalations, oversee metrics, and ensure strategies align with both client goals and company standards. Job Overview Employment type: Full-timeShift: Day Shift/Night Shift, Weekends OffWork setup: Hybrid, Ortigas (4x onsite, 1x WFH) Exciting Perks Await Competitive Salary Package Hybrid work arrangement HMO coverage with free dependent upon regularization Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Fixed weekends off Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Visit ) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment The Qualifications We Seek 3 years of experience leading or supervising a collections or credit control team. Strong background in debt collection processes and performance management. Excellent leadership, communication, and coaching skills. Analytical mindset with the ability to interpret performance data and create actionable strategies. High emotional intelligence to handle client and customer escalations professionally. Strong organizational and time-management abilities. Experience with financial systems or CRM tools is an advantage. Flexibility to manage both morning and night shifts. Your Daily Tasks Key Accountabilities: Lead, motivate, coach, support, and manage a team of collection specialists to optimize performance and overcome challenges in the debt collection process. Monitor individual and team performance against established targets and KPIs. Allocate accounts and tasks based on team members' skills and workload capacity, ensuring timely handling of accounts. Act as a liaison between the collection team and other departments to resolve client queries or disputes swiftly. Address escalated customer issues and complex accounts requiring special attention. Prepare regular performance reports, including collection rates, call volumes, and other key metrics, and present insights for improvement. Review weekly collection metrics to track progress against monthly forecasts. Handle client disputes and queries through investigation and cross-department collaboration, implementing fair and efficient resolutions. Foster a positive, engaging, and supportive work environment. Review high-risk and delinquent accounts, taking timely actions to reduce risk and maximize collections. Handle and diffuse escalated calls while maintaining professionalism. Contact delinquent customers by phone, email, and letters according to company policy. Practice and promote company values. Stakeholder Management Manage a team of collection specialists while optimizing recovery rates, improving processes, and nurturing strong client relationships for long-term satisfaction. Other Responsibilities Perform any administrative or non-administrative duties assigned by management as required. Why We Stand Out Among the Rest Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success. Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day‑whether you work from home or on‑site. Our 100% virtual recruitment process makes it easy to get started. At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make. “We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it’s a profound and transformational process that gives them the opportunity to achieve the business growth they desire.” Tim Vorbach, CEO #EmaptaEra #J-18808-Ljbffr