Vice President – Collections Program Management

Job Title: Vice President – Collections Program Management / Collections Operations

Department: Finance & Accounting / Operations

Location: Alabang, Muntinlupa City

Employment Type: Full-Time / Permanent

Reporting To: Senior Vice President / Global Head of Operations

Candidates must have current Philippines work authorisation at the start of employment.

Role Overview

The Vice President – Collections Program Management is a senior leadership role responsible for the strategic direction, operational delivery, and financial performance of the company's global collections programs (voice/non-voice/first-party/third-party). This leader will own end-to-end governance across multiple programs and geographies, ensuring that operational strategies drive portfolio performance, customer experience, compliance, and business growth.

The VP serves as the executive partner to clients, providing thought leadership, analytics-driven insights, and influencing decisions that improve recoveries and cost efficiencies. This position requires a strong business acumen, deep expertise in collections operations, and a proven ability to scale high-performing teams.

Key Responsibilities

Strategic Leadership & Business Governance

• Develop and execute the strategic roadmap for collections programs across portfolios and markets.
• Drive operational excellence, standardization, and scalability of collections delivery.
• Lead annual operating plans and quarterly business reviews, including financial targets, revenue forecasting, staffing, and capacity planning.

Client & Executive Stakeholder Management

• Serve as executive sponsor for strategic accounts; influence senior client leaders and key decision makers.
• Drive client satisfaction and retention through governance, value creation, and executive-level communication.
• Identify opportunities for upselling, cross-selling, and expanding portfolio revenue.

Operational Performance & P&L Ownership

• Own P&L and ensure profitability of collections programs, including cost optimization and margin improvement.
• Set and monitor KPIs such as recovery rate, liquidation, promise-to-pay conversion, contact efficiency, cure rate, AHT, QA, and compliance adherence.
• Lead risk assessment and ensure mitigation strategies are implemented.

Transformation & Continuous Improvement

• Drive process transformation using Lean Six Sigma, automation, analytics, and digital collection tools (omnichannel dialer, NLP, AI/ML insights, RPA).
• Champion data-driven decision making and enable predictive strategies (propensity-to-pay modeling, segmentation).

Leadership & People Development

• Lead multi-site managers, delivery heads, and cross-functional teams FTEs depending on scale).
• Foster a culture of performance accountability, high engagement, and leadership empowerment.
• Partner with HR, L&D, and Workforce teams to support talent development, succession planning, and workforce readiness.

Compliance & Risk Management

• Ensure compliance with regulatory requirements (e.g., FDCPA, CFPB, TCPA, PCI-DSS, GDPR, Data Privacy standards).
• Oversee audit readiness, governance controls, and adherence to client and organizational policies.

Qualifications

Required:

• Bachelor's Degree in Business, Finance, Accounting, Operations, or related field (MBA preferred).
• 15+ years experience in operations leadership, with at least 7 years at Director/Sr. Director/VP level managing large-scale collections operations.
• Minimum of 15 years of collections operations experience is required for this position.
• Proven success managing a large P&L and driving financial outcomes.
• Experience in BPO/Shared Services environment supporting global clients.

Preferred:

• Lean Six Sigma or equivalent certification.
• Experience with digital transformation or automation initiatives in collections (dialer, omnichannel, analytics platforms).

Leadership Competencies

• Strategic vision with strong execution discipline
• Executive presence and stakeholder influence
• Data-driven decision-making and analytical mindset
• High ownership and accountability for results
• Inspires and develops leaders; builds high-performing teams

Success Indicators

• Achievement of revenue, margin, and cost targets
• Portfolio improvement: liquidation rate, recovery efficiency, promise-to-pay conversion
• Client retention, expansion, and satisfaction (CSAT/NPS)
• Employee engagement and leadership bench strength
• Zero major compliance issues or audit gaps

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