Deskripsi Pekerjaan
Are you a seasoned collections professional ready to step into a leadership role? Metropolitan Bank and Trust Company (Metrobank), the country’s leading universal bank, is actively seeking a strategic and accomplished Collections Team Lead to oversee our dynamic collections operations in Pasay City.
In this pivotal role, you will take full ownership of supervising, motivating, and developing a team of collections agents focused on pre-delinquent, front-end, and skip tracing portfolios. Your leadership will be crucial in optimizing collection strategies, achieving targets, and maintaining the highest standards of compliance and customer service.
What We Are Looking For:
We need a leader who can drive performance. You will monitor daily activities, conduct regular one-on-one coaching sessions, provide constructive feedback, and implement corrective actions to ensure the team meets and exceeds key performance indicators (KPIs) such as promise to pay (PTP), roll rates, and recovery rates.
Key Responsibilities:
- Oversee the daily operations of the collections team.
- Implement effective strategies to manage pre-delinquent and delinquency accounts.
- Conduct performance reviews, call calibrations, and skills training.
- Handle complex escalations and negotiate payment arrangements with high-value clients.
- Generate insightful reports on team performance and portfolio health.
- Collaborate with the risk management department to refine collection policies.
Qualifications:
To succeed in this role, you should combine strong analytical skills with exceptional people management capabilities. A deep understanding of the collections lifecycle, skip tracing techniques, and the regulatory landscape of the Philippine banking industry is essential.
Why Join Metrobank?
We offer a competitive salary package, comprehensive health and wellness benefits, and extensive career development programs. At Metrobank, we believe in promoting from within and providing our leaders with the tools and support they need to succeed. Join a team that values your expertise and empowers you to make a difference.
Ready to Apply?
If you are a proactive leader with a passion for collections and team development, we encourage you to apply. Take the next step in your career with Metrobank and become an integral part of our success story.
Metrobank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Tanggung Jawab
- Supervise, mentor, and coach a team of collections agents handling pre-delinquent, front-end, and skip accounts.
- Monitor team performance metrics, ensuring strict adherence to collection targets, KPIs, and SLAs.
- Develop and implement strategic initiatives to reduce delinquency rates and optimize recovery outcomes.
- Conduct regular call listening sessions, side-by-side coaching, and performance appraisals.
- Handle escalated customer calls and negotiate complex payment arrangements.
- Ensure full compliance with bank policies, BSP regulations, and data privacy standards.
- Prepare and analyze daily, weekly, and monthly operational reports for management review.
- Collaborate with human resources and training departments to onboard and upskill new hires.
Kualifikasi
- Bachelor’s degree in Business Administration, Finance, Marketing, or a related field.
- At least 3 years of solid experience in collections, with a minimum of 2 years in a supervisory or team lead capacity.
- Proven track record of meeting and exceeding collection goals and leading successful teams.
- Strong knowledge of the collections lifecycle, skip tracing methodologies, and credit risk management.
- Excellent communication, negotiation, and interpersonal skills.
- Proficient in MS Office applications (Excel, Word, PowerPoint) and collection management systems.
- Willing to work on-site in Pasay City, Metro Manila.
- Must be amenable to shifting schedules, including night shifts, weekends, and holidays.