Collections Supervisor

Key Responsibilities

Functional Responsibilities

Manage the day-to-day operations of the collections team which include the following:
Ensure all assigned portfolios are contacted ( with buckets reset properly and timely) and all team members use proper motivation and customer education to influence repayments completion with segment DPD as defined in the collections, quality, and calling policies
Discuss with the team members (through face-to-face interactions and proper documentations ) performance pertaining to productivity ( call attempts, unique contracts, contacts, RPC ) PTP and KPTP, adherence to collections procedures, call quality, call handling time, schedule adherence, and company policies.
Handle customer escalations, complicated accounts endorsed by agents.
Secondary functions: might be assigned to work on special projects or associated tasks or create and manage reports as needed

Responsibilities include but not limited to

Achieve quantitative and qualitive goals of the department
Audit current business processes and build effective strategies to touch the goals
Persistently improve skills of the Agents
Make sure that CRM, telephony and other dedicated services work according to the expectations
Manage time wisely to meet/exceed defined performance requirements of the team or business unit
Follow and enforce established operations protocols and standard work procedures
Motivate all team members to be driven to meet their individual/team daily productivity goals
Ensure proper and timely feedback and coaching are provided to all direct reports
Interact with all members of the team with respect, sensitivity, tact, and professionalism
Escalate immediately to business unit heads AL deviations and issues with operations procedures
Act as primary change agent to support management with process and policy changes that can contribute to the overall objectives of the organization
Build a highly engaged, productive, and responsive workforce and create a conductive operations environment where all team members collaborate towards a common goal defined by the management

Skills and Competencies

Essential

Professional background. With direct experience on the following:

Collections and recovery experience from local lending/financing company
Acumen. With an operational understanding of the collections processes on a leadership capacity
Communication. Can confidently convey ideas with professionalism, sensitivity, tact, and respect across all members, officers, and shareholders of the organization
Change agent. Can move and positively influence the team to support process changes which can contribute to the overall objectives of the organization.
Entrepreneurial spirit. Goal-focused and have a can-do attitude to meet individual goals and help out the team to meet group productivity targets
Analytical. Can identify underlying principles, reasons, or facts which influence and might influence center productivity and asset quality portfolios.
Quality-oriented. With high attention to details to execute functional role and ensure team alignment with compliance standards and policies.
Self-starter. With professional maturity to understand what to learn on the fly and can manage self-learning to know the standards of the functional unit and be updated of its processes.
Technical savvy. Understands how to operate general computer functions, MS office tools (such as MS word/Excel), and common hot keys (e.g. alt + tab)

Desirable

Education. A college graduate or have completed at least 2 years of undergraduate or vocational studies.
Leadership certification. Undergone any training on leadership, team management, problem-solving and decision making, managing KPIs, coaching and feedback, general labor relations for operations, talent selection and development.
Technical certification. Completed any public or in-house training on credit collections and recovery.