Retention & Collections Team Lead (Php 45k + Great Benefits)

6 hours ago

Ortigas, Philippines Ayuda Business Management Solution Inc. Full time ₱420,000 - ₱540,000 per year

A Retention & Collections Team Lead is responsible for managing a team that balances customer retention with debt recovery, ensuring both loyalty and financial stability for the company. The role combines leadership, strategy, and compliance oversight.

Job Responsibilities:

  • Team Leadership & Supervision
  • Lead and manage the retention and collections team to meet performance targets.
  • Assign workloads, monitor productivity, and provide coaching and feedback.
  • Handle escalated customer issues and resolve them effectively.
  • Retention Strategy
  • Develop and implement strategies to improve customer retention and reduce churn.
  • Collaborate with marketing and customer service teams to enhance loyalty programs.
  • Analyze customer behavior and feedback to identify retention opportunities.
  • Collections Management
  • Oversee collection processes to ensure timely recovery of outstanding accounts.
  • Set and monitor performance targets for collection agents.
  • Review and recommend process improvements to increase efficiency.
  • Compliance & Risk Control
  • Ensure adherence to company policies, industry regulations, and legal requirements.
  • Maintain audit readiness and proper documentation of collection activities.
  • Monitor risk exposure and escalate issues when necessary.
  • Data Analysis & Reporting
  • Track KPIs such as recovery rates, churn reduction, and customer satisfaction.
  • Analyze data to identify trends and areas for improvement in retention and collections.
  • Prepare regular reports for senior management on team performance and outcomes.

Skills & Qualifications:

  • 2-3 years in Team Lead in Retentions and Collections
  • Strong background in customer service, collections, or credit control.
  • Proven leadership and coaching skills with experience managing teams.
  • Excellent communication and negotiation abilities to balance customer satisfaction with debt recovery.
  • Analytical mindset with proficiency in data-driven decision-making.
  • Knowledge of regulatory standards and compliance in collections.

Typical Outcomes

  • Improved customer loyalty and reduced churn.
  • Higher collection efficiency and reduced delinquency rates.
  • Stronger compliance and risk management.
  • Motivated, well-trained team aligned with company goals.

Job Type: Full-time

Pay: Php35, Php45,000.00 per month

Benefits:

  • Health insurance
  • Life insurance

Work Location: In person

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