PGM – Back Office Operations

Job Title:

PGM – Collectons Back Office Service Delivery

Location:

Manila / Global Delivery Center – Onsite

Reports to:

Role Overview:

The PGM – Collectons Back Office Service Delivery is accountable for managing large-scale back-office operations supporting global clients across customer collections, order management, and data analytics functions.

The role is responsible for operational excellence, client satisfaction, people leadership, and continuous process transformation. This leader ensures service efficiency, accuracy, and compliance while fostering innovation through automation, analytics, and process re-engineering.

Key Responsibilities

1. Strategic Leadership

• Define and execute the service delivery strategy across assigned business lines (data operations, order-to-cash, analytics, and customer support).
• Drive operational excellence, margin improvement, and growth across multiple client accounts.
• Translate client objectives into delivery roadmaps and performance targets.
• Partner with cross-functional teams (technology, transformation, quality, HR) to achieve organizational goals.
• Develop annual business plans, budgets, and capacity models aligned with client requirements and growth opportunities.

2. Operations & Service Delivery Management

• Oversee day-to-day operations of back-office delivery teams handling:
  • Customer Collections – AR follow-ups, dispute resolution, dunning, and payment allocation.
  • Order Management – sales order entry, order validation, fulfillment coordination, and exception management.
  • Data Analytics & Reporting – dashboard creation, KPI tracking, performance analytics, and business insights.
• Ensure adherence to SLAs, quality standards, accuracy targets, and turnaround times.
• Monitor operational KPIs (AHT, accuracy %, productivity, aging metrics, backlog, etc.) and drive continuous improvement.
• Manage transitions, migrations, and ramp-ups for new client programs.
• Govern change control, process documentation, and SOP updates.
• Collaborate with client stakeholders to review performance, discuss opportunities, and co-create improvement plans.

3. Client & Stakeholder Management

• Serve as the senior point of contact for client executives (VPs, Directors, GPOs).
• Lead monthly and quarterly business reviews with clients, presenting operational performance, trends, and insights.
• Build and maintain strong relationships with global client teams to ensure service satisfaction and account retention.
• Partner with sales and solutions teams to identify and pursue upsell or cross-sell opportunities.
• Ensure contract adherence, pricing governance, and change management for assigned accounts.

4. People Leadership & Development

• Lead a diverse delivery organization across multiple shifts and geographies (typically 400–800+ FTEs).
• Manage and mentor delivery leaders, operations managers, and team leads.
• Build a strong leadership pipeline through structured succession planning and career development programs.
• Promote employee engagement, diversity, and inclusion within the delivery organization.
• Monitor attrition and implement retention strategies, especially for critical skill areas (analytics, collections).

5. Transformation & Digital Enablement

• Partner with transformation and technology teams to automate manual processes using RPA, AI, or workflow solutions.
• Champion the adoption of analytics and digital dashboards for real-time performance visibility.
• Drive continuous improvement initiatives using Lean Six Sigma methodologies.
• Integrate process mining and analytics tools to identify operational bottlenecks and optimization opportunities.
• Embed a culture of innovation, encouraging team-led automation and simplification projects.

Qualifications & Experience

• Bachelor's degree in Business, Finance, Economics, or related field; MBA preferred.
• Minimum 12–15 years of experience in BPO / Shared Services operations, with at least 5 years in a senior leadership role managing large delivery teams.
• Proven track record in managing data processing, collections, order management, and analytics operations.
• Strong understanding of order-to-cash and back-office processes, including workflow management and performance metrics.
• Exposure to automation platforms (UiPath, Blue Prism, Power Automate) and BI tools (Power BI, Tableau, Qlik).
• Hands-on experience in client governance, transitions, SLAs, and contract management.
• Demonstrated success in operational improvement, cost optimization, and people engagement.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience working with global clients, preferably in North America or EMEA regions.

Key Performance Indicators (KPIs)

Category

Example KPIs

Operational Excellence

SLA adherence, accuracy rate, turnaround time (TAT), productivity per FTE

Financial Performance

Delivery margin, cost per transaction, revenue growth from existing accounts

Client Satisfaction

CSAT/NPS scores, client retention rate, collection targets

People Metrics

Attrition %, engagement score, leadership pipeline strength

Transformation & Innovation

% processes automated, savings realized, improvement projects completed

Leadership Competencies

• Execution Excellence: Demonstrates strong operational discipline and delivery consistency.
• Analytical Thinking: Uses data-driven insights to improve process efficiency.
• Customer Centricity: Anticipates client needs and proactively delivers solutions.
• Change Leadership: Drives digital transformation and cultural change effectively.
• People Development: Builds future leaders and fosters a high-performance culture.