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Position Title: Head, Collections Strategies and Business Performance Job Summary <ul style="margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:115%;font-size:11.0pt;font-family:Calibri, sans-serif"> The jobholder leads and manages the unit, driving the collections strategies with the various collections systems as the primary tool (i.e. Collection Management System, Predictive Dialer System, Adeptra, etc.). He/she ensures that strategy executions in the systems are in accordance with performance and productivity standards. He/She provides appropriate strategies and fosters collaboration to drive sustained and continuous improvement in achieving collection goals. He/she ensures adherence to the existing Collections policies and procedures, as well as provisions promulgated by the regulatory bodies. </li> </ul> Specific Duties & Responsibilities <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-bottom:0.0in;text-align:justify;line-height:normal;margin-top:0.0in;margin-right:0.0in;font-size:11.0pt;font-family:Calibri, sans-serif"> Manage strategy formulation and execution <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Monitor daily operations of Collections to ensure consistent execution of strategies.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Analyze data and/or reports to spot key areas and opportunities on productivity to improve overall Collections Metrics</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Initiate and collaborate with other Unit Heads on strategic plans and challengers.</li> </ul> Manage Projects and Initiatives <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Manage stakeholders in the delivery of projects and initiatives</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Function as Business Lead for Collections projects or SME for enterprise-wide projects.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Ensure availability of required inputs such as Concept Paper, Business Requirements Document, and Test Scripts.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Manage User Acceptance Testing from planning to execution.</li> </ul> Manage performance of Collections Systems <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Ensure tasks related to Collections Systems (Tallyman, Predictive Dialer System, Adeptra CCS, etc.) are done by point persons or assigned officer/s.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Review system performance data to identify trends, implement plans of action and/or strategies for all Collections Units. This includes the ability to produce, understand, and analyze efficiency or gap reports to recommend process changes/updates.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Coach and motivate team members to achieve set targets/standards and recommend strategies for further improvement.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Assist in capacity planning.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Ensure proper management and operation of systems used by the unit.</li> </ul> Manage team performance <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Perform periodic performance review</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Identify training needs of direct reports</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Maintain and improve employee engagement</li> </ul> Manage performance of Internal and External Customers <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Coordinate with various business units to achieve collection goals</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Work with the IT unit to ensure that technology is current and efficiency is optimal</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Work with vendors concerning Service Level Agreements (SLAs), maintenance, update, and upgrade requirements. </li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Manage and monitor system issues from reporting to closure.</li> </ul> Control delinquency of assigned group of accounts within set standards <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Ensure department meets delinquency and Net Credit Loss objectives.</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Ensure achievement of key metrics of all Collections systems that are aligned with overall business objectives</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Implement strategies to further optimize system performance in line with the objectives of all Collections Units</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Participate in strategic planning for the long-term development of the system</li> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Liaise with other departments, branches, or units regarding collection concerns</li> </ul> Minimize Risk and credit losses <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Assists unit heads, collection strategist, senior officers, and team leaders in ensuring failover plans are followed</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Assists in managing Collections systems and other system documentation requirements for all Collection units</li> <li style="text-align:justify;margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif">Conducts periodic system UAT based on requirements</li> </ul> Address various customer issues <ul style="margin-top:0.0in;margin-bottom:0.0in" type="disc"> <li style="margin-top:0.0in;margin-right:0.0in;margin-bottom:0.0in;font-size:10.0pt;font-family:'Times New Roman', serif"> Help resolve client concerns on use of systems</li> </ul> Perform various tasks that may be assigned from time to time (eg. BORC, BCP, Cost Champion, Corp. Correspondents, Line trainer, e-Champ).</li> </ul> Qualifications: <ul> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> Bachelor’s degree holder; preferably graduate of business course. Relevant experience in Collections / Credit / Risk Management. Knowledge in bank and credit card processes/systems is preferred. </li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> At least 7 years experience in collections, preferably from a credit card company or bank </li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> At least 5 years in a supervisory/managerial role, preferably handling officers and staff </li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> Strong working knowledge on MS Word, Excel, and PowerPoint; knowledge on IT programming (e.g. SQL, VB, Sybase, etc.), and other technology software is an advantage </li> <li style="line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif"> Experience in automated collection systems (e.g. Tallyman, Adeptra) and predictive dialer is an advantage.</li> </ul> Other Details: Rank: Senior Officer Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division Location: Pasay City

CBS - HEAD, COLLECTIONS STRATEGIES & BUSINESS PERFORMANCE (Pasay, Philippines) @ MBTCHCM

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