Collection Team Leader

About Asiacruit

At Asiacruit, we connect top talent with forward-thinking organizations across industries. Our mission is to help businesses grow through smart, strategic, and people-focused solutions. We are expanding our operations and seeking a Collection Team Leader to join our team to lead a high-performing collections unit focused on customer engagement, risk mitigation, and recovery performance.

Position Overview:

The Collection Team Leader is responsible for supervising daily collection activities, coaching and developing a team of collectors, and delivering performance targets while maintaining high standards of compliance and customer experience. This role requires strong leadership, analytical ability, and experience in consumer or commercial collections operations. The Collection Team Leader will collaborate with credit, operations, and legal teams to optimize recovery processes and drive continuous improvement.

Key Responsibilities:

• Team Leadership and Development
• Lead, motivate, and manage a team of collectors to achieve individual and team targets;
• Provide coaching, performance feedback, regular 1:1s, and training to improve skills and productivity.
• Performance Management
• Monitor daily, weekly, and monthly KPIs (e.g., DPD buckets, promise to pay, recovery rate, roll rates) and take corrective actions as needed;
• Prepare and present performance reports to management, highlighting trends, risks, and improvement initiatives.
• Collections Operations and Strategy
• Oversee allocation of accounts, segmentation strategies, and contact strategies to maximize recoveries and minimize operational cost;
• Collaborate with credit and product teams to refine collections policies, segmentation criteria, and escalation paths.
• Customer Experience and Compliance
• Ensure collections practices adhere to regulatory requirements, company policies, and fair debt collection standards;
• Maintain a customer-centric approach, resolving disputes and escalations professionally while protecting the company’s reputation.
• Process Improvement and Automation
• Identify opportunities to streamline workflows, improve contact rate, and increase automation (dialer optimization, workflow rules, templated outreach);
• Collaborate with analytics and technology teams to implement reporting enhancements, campaign refinements, and system upgrades.
• Risk Management and Escalations
• Manage high-risk or complex accounts, coordinate legal referrals and write-offs in line with policy;
• Maintain accurate records and ensure timely escalation of compliance or fraud-related issues.
• Stakeholder Collaboration
• Work closely with operations, legal, customer service, and finance to ensure seamless handovers and consistent messaging;
• Participate in cross-functional projects aimed at improving collections performance and customer retention.
  
  

• Education and Experience
• Bachelor’s degree in Business, Finance, Economics, or related field, or equivalent experience;
• Minimum 3–5 years of collections experience with at least 1–2 years in a supervisory or team lead role, preferably in consumer lending, credit card, or commercial collections.
• Technical and Analytical Skills
• Proficient with collections systems, dialer platforms, CRM tools, and MS Excel for reporting and analysis;
• Comfortable working with performance dashboards, SQL or BI tools is a plus.
• Core Competencies
• Strong leadership and coaching abilities with a track record of driving team performance;
• Excellent communication, negotiation, and conflict resolution skills;
• Results-oriented, organized, and able to prioritize in a fast-paced environment.
• Compliance and Risk Awareness
• Knowledge of relevant collections regulations and fair debt collection practices;
• High level of integrity, attention to detail, and commitment to compliance.
• Preferred
• Experience in collections process design, KPI setting, and incentive plan structuring;
• Prior experience working in a contact center environment or with outsourced collections partners.
• Fluency in both English and Cebuano (verbal and written).
• Prior experience in a call center, financial services, or utility billing environment;
• Familiarity with consumer protection regulations and fair debt collection practices.
  
  

• Amenable to work 6 times a week (Monday to Saturday)
• 8am to 5pm or 9am to 6pm
• Onsite (BGC)
  
  

• Flexible remote work options to support work-life balance.
• Collaborative environment with cross-functional teams and global projects.
• Opportunities for professional growth, training, and certification support.
• Competitive compensation and performance-based incentives.
• A culture that values innovation, continuous learning, and inclusion.