Director of Global Collections Operation (BPO) - Negros Oriental

The Director of Global Collections Operation is responsible for the creation, development and implementation of global strategies that ensure effective collection results. This role is considered as agile and a thought leader requiring an innovative approach and the ability to drive industry-leading strategies that are transformative to our global collections operations. This can be accomplished through digitalization, process automation, updated tactics, and new ideas to achieve economies of scale and efficiency. This includes day-to-day operations of the teams across our global sites, analysis of our current strategies and recommendation of changes based on internal and external environmental factors. Adherence to all relevant laws and regulations as well as considering client’s needs is necessary.


Primary Responsibilities


Create, implement and monitor new and improved strategies for collection performance efficiency

Lead an international team through day to day operations across global enterprise including staffing, training, and performance management

Develop and maintain strong relationships with the clients focusing in high levels of client satisfaction

Collaborate with other departments to ensure seamless integration of collection activities with other business units

Work closely with Communication Strategy Department in the development and implementation of collection campaigns and initiatives including the use of technology and business intelligence improve performance

Ensure unit meets all performance metrics and targets. Abel to quickly pivot to meet established goals

Ensure the unit remains current with industry developments and best practices, as well as customer behavior in the current financial or related industry environment

Ability to work under pressure and manage multiple priorities in a fast-paced environment

Provide frequent reports on collection performance to internal, external clients, and management, identifying trends and recommending strategy for improvement

Attend industry-specific events, conferences and/or meetings to continue to deepen expertise in trends, regulations and relevant competitors

Develop, implement and maintain policies and procedures for the collection process, ensuring compliance with all related laws and regulations

Primary Requirements

Bachelor's degree in Business Administration, Analytics, Marketing, or related field or a combination of education and experience.

Willing to work onsite or relocate in Sibulan, Negros Oriental
7+ year with experience in credit card collections in a non/sub-prime environment

5-10 experience directly related to the primary responsibilities listed and inclusive of leadership roles and corporation experience

Demonstrated ability to communicate effectively and constructively in writing and verbally with all levels of employees while exhibiting strong judgement and diplomacy

Demonstrate a passion for driving decisions and executing strategies in a fluid environment

Master knowledge of collection techniques (auto dialer strategies, negotiation tactics, various voice, and non-voice strategies)

Extensive knowledge of state and federal regulations (credit reporting, OCA, FDCPA, Reg F, UDAAP, etc.)

Flawless blend of business knowledge, strong analytical acumen, problem-solving, coaching, mentoring and tracking of results