Associate Vice President – Collections & Order Management

Location:
Onsite – eClerx Manila

Employment Type:
Full-time

About eClerx

eClerx partners with global Fortune 500 companies to deliver process excellence, operational efficiency, and exceptional customer experience. We specialize in providing end-to-end outsourcing services across critical business operations, and our leadership team plays a key role in driving performance, client success, and team engagement.

Role Overview

The
Associate Vice President – Collections & Order Management
will lead a large-scale outbound collections and order management operation, working with Fortune 100 clients in industries such as banking and telecommunications. This role requires a seasoned operations leader with a proven track record of delivering strong results in a high-performance BPO environment. The ideal candidate is a
pure operations leader
who thrives on the production floor, inspires teams, drives KPIs, and proactively engages with senior stakeholders and clients to ensure service excellence.

Key Responsibilities

• Provide strategic and operational leadership to large outbound collections and order management teams.
• Drive SLA and KPI performance across all programs, ensuring client expectations are met or exceeded.
• Act as the primary operations contact for senior client stakeholders, building strong partnerships and trust.
• Lead, coach, and mentor managers and team members to foster high engagement and performance.
• Develop and execute strategies to improve collections efficiency, customer satisfaction, and operational processes.
• Resolve complex operational challenges with a proactive, solutions-oriented approach.
• Collaborate with cross-functional teams to support client initiatives and operational improvements.
• Ensure operational compliance with all client, company, and regulatory requirements.
• Maintain a strong presence on the production floor to inspire and motivate teams.

Qualifications

• 10+ years
  of operations leadership experience in a large 3rd-party BPO company, with
  long tenure
  in each organization.
• Proven success in managing
  large outbound collections programs
  for Fortune 100 accounts (e.g., banking, telecommunications).
• Strong track record of achieving SLA and KPI targets in high-volume environments.
• Demonstrated ability to mentor leaders, inspire frontline staff, and drive a positive performance culture.
• Excellent client-facing and stakeholder management skills at senior leadership levels.
• Proactive problem solver with the ability to handle complex operational challenges.
• Strong business acumen, analytical skills, and data-driven decision-making capabilities.
• 100% onsite work commitment at eClerx Manila office.

Key Competencies

• "Can-do" attitude with a hands-on leadership style
• Inspirational people leadership and team engagement
• Strategic thinking with operational execution excellence
• Relationship building and client partnership skills
• Strong communication and influencing abilities

Why Join eClerx?

• Opportunity to lead strategic programs for top global clients
• Work with a high-performing, growth-driven leadership team
• Competitive compensation and benefits package
• Career development and leadership advancement opportunities