Dayshift l Operations Manager - Collections l Eastwood Site

Dayshift l Operations Manager - Collections l Eastwood Site

Acquire BPO
Metro Manila / NCR
5 - 10 Years
Not Specified

Job Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. As Collections Operations Manager, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPO.
25 years ago, The business (ASX-FXL) broke the mold when we pioneered buy now pay later for Australians and New Zealanders. Today with 1 million customers and over 20,000 retailers in our family, we still hold true to our original ambition – to help everyone afford a richer, fuller life. We've designed a product eco-system that gives people total flexibility to choose the way they buy and the way they pay.
A SNAPSHOT OF YOUR ROLE
The Collections Operations Manager will be a passionate and experienced customer service and collections professional with direct experience in all facets of Consumer Collections and Financial Hardship. The COM will manage the day to day operations of the Manila Portfolio Collections Team, a high-volume service and portfolio-based team of approx. 50 FTE.
The role is responsible for reducing arrears and maximizing financial rehabilitation within the consumer collections portfolio, whilst providing a high level of customer service, both internal and external. The OCM is required to manage both customers and accounts in a compliant manner for internal and external regulatory, policies and procedures.
This position will also provide input into the continuous improvement of the collections processes, compliance and team development. The PCM may also be tasked, from time to time, with supporting the Head of Consumer Collections in implementation of new initiatives and future business opportunities. The role will report to the Head of Consumer Collections (HOCC) as part of the Consumer Collections Team within the broader Credit & Risk Team.
Collections:
• Setting and meeting the overall monthly Portfolio Collections Team KPIs comprising of cash targets, % of arrears collected
• Setting team individual cash KPIs to achieve team KPI
• Act as escalation point for problem accounts from Team Leaders, other escalations from complaints, fraud or customer service, provide guidance as to next course of action
• Sign off and coding of collection related invoices for payment
Team Development & Training:
• Continued development of Team Leaders, Collection and Financial Hardship Officers to ensure motivated, engaged and high performing teams
• Ensure compliance obligations are adhered to by all team members
• Ensure all policies and procedures are correctly implemented and applied by staff in a consistent manner
• Conduct regular (at least fortnightly) 1:1 meeting with direct reports
• Recruitment of new staff (within budget from HOCS)
• Conduct Performance Development conversations and coaching sessions
Team Development & Training:
• Continued development of Team Leaders, Collection and Financial Hardship Officers to ensure motivated, engaged and high performing teams
• Ensure compliance obligations are adhered to by all team members
• Ensure all policies and procedures are correctly implemented and applied by staff in a consistent manner
• Conduct regular (at least fortnightly) 1:1 meeting with direct reports
• Recruitment of new staff (within budget from HOCS)
• Conduct Performance Development conversations and coaching sessions
This position contributes to the financial and commercial KPIs for the division including:
• Cash collection targets
• Cure rate & Arrangement kept rate
• Portfolio roll rate
• Arrears and Overall Collection Rate
• Compliance and Call quality from staff
A BIT ABOUT YOU
• Relevant tertiary education within collections, customer experience, finance and/or people management
• Experience (5+ years) leading a large collections team, consumer collections preferable
• Extensive knowledge of legislation relating to debt collections at a Commonwealth and State level
• Extensive experience with SLA & KPI management for internal teams
• Exceptional negotiation skills
• Strong verbal and written communication and presentation skills.
WHAT SUCCESS LOOKS LIKE
• High customer satisfaction.
• Exceeding/on target scorecard rating.
• Exceeds accuracy goal.
• Meeting settlement deadlines.
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
• Ambition: Voice and measure your goals.
• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Judgement: Make wise judgement calls, putting the team and business at heart.
• Leadership: Continuous improvement starts with independent action.
• Leverage: Do more with less, master the art of leverage.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.
Apply at our Ortigas, Eastwood, Shaw, and BGC recruitment centers:

  • Mezzanine floor, Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center Pasig City
  • Upper Ground Floor Worldwide Corporate Center (WCC), Shaw Blvd., Mandaluyong City
  • Ground Floor Bonifacio Technology Center, 31st Street corner 2nd Avenue, Bonifacio Global City, Taguig City
  • 6th Floor, 1800 Building, Eastwood Drive, Libis, Quezon City
We are open from Monday to Friday, 8am-4pm.
For faster processing, text: OMFLEX(space) FULL NAME (space) YES or NO (for BPO experience) (space) BEST TIME TO CALL (ex: I'm available at 9am) send to 09065605043

About Acquire BPO

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireHappiness.

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