This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role. Position Title: Head, Frontend and Back Office Unit Job Summary <ul> <li style="line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">The jobholder manages the whole Frontend and Back Office team members to ensure that all activities conducted are in accordance with performance and productivity standards and within guidelines. </li> <li style="line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">He/She provides appropriate strategies to drive and sustain improvement and to achieve collection goals. </li> <li>This person ensures adherence to the existing Collection policies and procedures as well as provisions promulgated by other 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 performance of team members <ul style="list-style-type:square;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Monitors productivity of unit and provide regular feedback </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Coaches and motivate team members to achieve set targets/standards and recommend strategies to improve performance</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Periodic performance reviews </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Identify training needs of handled team members </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Performs capacity planning </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Participates in improving employee engagement </li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Ensures proper management and operation of various systems used by the unit </li> </ul> </li> </ul> Control Delinquency and process management of assigned of accounts within set standards <ul style="list-style-type:square;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Monitors Key Performance Indicators (“KPIs”) for Frontend and Back Office team members </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews team member’s account to ensure that all accounts are worked on and productivity standards are attained </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Monitors telephone conversation of team members in following up payments from delinquent borrowers </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Liaise with other departments, branches, or units regarding collection concerns and constant communication with the branch thru telephone conversation or email </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Implements collection strategies for Frontend accounts to ensure that collection efficiencies and delinquency metrics are within acceptable level </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews team member’s task list to ensure that requests are processed within acceptable TAT and error rate threshold</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews and endorses requests for preparation of payments related to legal expenses and service fees performed by Debt Collection Agencies (“DCAs”) </li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews and ensures that Back Office maintains an updated tracker of accounts due for booking to Real and Other Properties Acquired (“ROPA”)</li> </ul> Minimize Risk and Credit Losses <ul style="list-style-type:square;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Initiates cost-cutting strategies to help lower cost-to-collect</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Assists in reporting possible fraud accounts to concerned units </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews agent’s maintenance and related actions </li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Reviews agent’s requests for reversals </li> </ul> Address Customer Issues <ul style="list-style-type:square;margin-bottom:0.0in;margin-top:0.0px"> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Validates customer complaints and provides counseling </li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Ensures client concerns are addressed properly and promptly </li> </ul> <ul> <li style="line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Recommend ways to further improve existing collections strategies, policies and procedures and ensure the team’s compliance to office policies as well as provisions promulgated by other regulatory bodies. </li> <li style="line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Perform projects/responsibilities that may be assigned from time to time (e.g. BORC, BCP, Cost Champion, Corporate Correspondences, Line trainer, E-champ)</li> </ul> Qualifications: <ul> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Bachelor’s degree holder; preferably graduate of Business course</li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">At least four (4) years of experience in collections, preferably from a Secured/Unsecured Retail Business or Bank </li> <li style="margin:0.0in 0.0in 0.0in 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">At least five (5) to seven (7) years in a supervisory / managerial role, preferably handling officers and staff</li> <li style="margin:0.0in 0.0in 8.0pt 0.0px;line-height:107%;font-size:11.0pt;font-family:Calibri, sans-serif">Experience in building collections strategies and capacity planning is a must</li> </ul> Other Details: Rank: Junior Officer Unit: Consumer Business Sector / Credit Operations Group / Collections and Recoveries Division Location: Pasay City

HEAD, SECURED COLLECTIONS OPERATIONS (Pasay, Philippines) @ MBTCHCM

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