Collections Manager

Group Company: BANK OF THE PHILIPPINE ISLANDS

Designation: COLLECTIONS MANAGER

Office Location: Makati (BPI BUENDIA CENTER)

Position description: The Collections Manager is primarily responsible in ensuring that collections, support and quality key result areas are met redounding to the overall contribution to the attainment of the Business’ goals and the Bank as a whole. This will be achieved through effective supervision and management of Collections Associate and Collection Agencies focusing on: 1. Achievement of high-level performance, 2. Excellent service to our customers and quality execution of roles and functions 3. Collections process proficiency through consistent execution, compliance, training/re-training and implementation of projects and initiatives towards efficiency and sustainability. 4. Capacity planning, talent/skills development and employee engagement.

Primary Responsibilities

• 1. Pre-Delinquency and Past Due Management 1.1. Monitors the monthly performance of the Collections Associate and/or Collection Agencies and institutes appropriate measures to ensure attainment of collection and productivity targets (i.e. Collection Rate, Recoveries, Turn Around Time (TAT)) 1.2. Evaluates, updates and formulates effective strategies along with initiatives to ensure that respective targets are met. 1.3. Reviews and approves escalated customer concerns pertaining to credit card charges reversal requests and payment arrangement performed within the target TAT along with the management of collection related concerns of VIP customers. 1.4. Monitors timely completion of all collection-related service requests endorsed by customer contact points (branches, contact center, agencies, and the like) using Sales Force platform. 1.5. Ensures the overall adherence to the BSP, Credit Card Industry and the Bank's sound collections practices and regulations on Early and Remedial Collections 2. Agency Management 2.1 Oversees the overall management of collection agencies such as but not limited to the following: performance evaluation of the collection agencies through regular reviews and visitation, accreditation and disaccreditation of collection agencies, reviews and updates standard templates (letter, SMS, email &/or IVRS), policies and procedures and Service Level Agreements. 3. Operational and Service Excellence 3.1 Ensures the consistent and timely implementation of the overall sound collections practices and regulations on Early and Remedial Collections nationwide (i.e. 1 month to 180+ days past due, pre-write off; pre-legal or legal) in performing the roles and carrying out the functions of all Collections personnel. 3.2 Reviews, enhances, recommends and implements projects / initiatives to achieve process proficiency. 3.3 Ensures timely and accurate reports creation and submission. 4. Cost Management 4.1 Monitors the expenses of the Team and ensures that spending is within the approved budget in order to alleviate any unforeseen expenses of the Bank 4.2 Manages the group’s RAM for Cards/ Personal Loans through managed Operex and attainment of Loss Provision targets. 4.3 Promotes and implements projects/initiatives toward cost management and sustainability goals. 5. Personnel Management 5.1 Ensures that the job functions are maximized through competent, talented and skilled employees hired in the Division, coupled with regular feedback session and informal/formal trainings on personal and career development. 5.2 Oversees the compliance of the team to the requirement of attending internal/ external five (5) mandatory trainings, regulatory policies and procedures (i.e. BSP and Bank's regulations on Consumer Protection and Data Privacy), 5.3 Fosters innovation and creativity by encouraging open discussions/sessions on process improvements, project/initiative ideation, regular feedback sessions. 6. Audit, Compliance, Policy & Procedure Database Management 6.1 Monitors the compliance of the Division to the standard set of policies and procedures set by the management and ensures the awareness and implementation of the Division to such policies 6.2 Mitigates operational and reputational risk through consistent execution of Collection policies, procedures, services, activities along with constant collaboration with the Compliance Division within the Business and the Bank. 6.3 Monitors the compliance to all internal and external regulations along with ensuring that the Division’s policies and procedures are updated and relevant. 7. Quality Assurance 7.1 Recommends and implements quality assurance standards and procedures in collection and administrative processes of the section 7.2 Conducts regular visitation to Collection Agencies to ensure compliance to BPI standards in handling accounts 7.3 Reviews call recordings of inhouse collectors and/or collection agencies and provides feedback to improve quality of calls 7.4 Identifies the training needs of collectors and/or collection agents and organizes / conducts training to meet quality standards 7.5 Investigates customer complaints and non-conformance issues to allow fast and appropriate resolutions. 7.6 Evaluates audit findings and develops, recommends and monitors corrective and preventive actions. 7.7 Ensures ongoing compliance with quality and industry regulatory requirements 7.8 Provides accurate reports as well as quality services to assist in monitoring and managing the performance of each section to ultimately achieve their respective targets; TAT attainment on customer concerns, collections procedures/ activities, quality service, centralized collections support, and accuracy rate and TAT attainment on the generation and submission of MIS for the Division, the Bank, and BSP 8. Overall Customer Management 8.1 Oversees various client handling such as disputes and payment arrangements and history data analysis for improvement of existing procedures towards overall excellent service. 8.2 Ensures attainment of regulatory TAT based on Customer Protection framework
  
  

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