Collections and Case Management

3 hours ago

Taguig, National Capital Region, Philippines HRTX Full time ₱60,000 - ₱105,000 per year


Position Title: Senior Manager, Collections & Resolutions
Work Setup: Full Onsite
Schedule: Morning Shift, Mon-Fri
Location: Taguig

Role Overview

The Senior Manager for Collections & Resolutions oversees the end-to-end processes of a regional portfolio within a Shared Services or BPO environment. The role ensures service excellence, high-quality customer support, and continuous process improvements.
This leader manages a Collections & Resolutions team, builds strong partnerships with cross-functional stakeholders across multiple countries, and supports transitions or migrations of work into the Shared Services organization.

Key Responsibilities

  • Lead, mentor, and develop a high-performing team, fostering ownership, accountability, and continuous improvement.
  • Oversee day-to-day Collections & Resolutions operations with a focus on accuracy, efficiency, and adherence to KPIs and SLAs.
  • Cultivate strong working relationships with finance, commercial, and shared services counterparts.
  • Monitor service performance using KPIs, SLAs, and satisfaction metrics.
  • Support the development and execution of short- and long-term operational strategies.
  • Act as an escalation point for complex or sensitive resolution cases.
  • Promote a mindset of innovation and continuous improvement across the team.
  • Support month-end and year-end closing activities.
  • Ensure compliance with internal controls, regulatory requirements, and SOX standards.
  • Collaborate with transition teams to ensure smooth migration of processes and tasks.
  • Handle additional projects and operational initiatives as assigned.

Qualifications

  • Bachelors degree in Business Administration, Finance, Accounting, Economics, or related field.
  • Strong MS Office skills; ERP experience required (SAP preferred).
  • Experience with customer service systems such as Salesforce and Genesys Telephony is an advantage.
  • Lean Six Sigma certification is a plus.

Experience Required

  • 5-7 years of relevant experience in a multinational, BPO, or Shared Services setup.
  • 3 years of leadership experience managing teams.
  • Demonstrated experience in process improvement, operational performance management, and stakeholder communication.

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