Collections Team Lead

• Type: Full Time
• Region: International
• Town/City: Mandaluyong, National Capital Region
• Posted: 13/10/2025
• Reference: JOB _

Job Description
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-time

Shift: Day Shift/Night Shift, Weekends Off

Work 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
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