Directly manage a group of representatives within the Manila operation.
Drive a high performance Collections team by managing the activities of the collections team, monitoring the portfolio allocation for action, and applying resourcing where required
Document and monitor process adherence and control management
Prepare daily, weekly and monthly reports for distribution to management
Ensure all Collections activities comply with company policies and procedures and legal requirements.
Provide coaching and mentoring to Collections Officers and provide feedback to team members in regular 1 : 1 meetings and reviews.
Provide escalation help for representatives including taking manager calls from customers
Case manage high value and sensitive accounts
Act as a point of contact for the office and escalating issues to higher management, building representatives, IT or external suppliers as appropriate.
Monitor employee attendance including receiving employee contact regarding non or late attendance
Provide daily direction and communication to employees so that workload is actioned in a timely, efficient and knowledgeable manner.
Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Conduct call monitoring assessments for inclusion in scorecards and feedback to individuals on a monthly basis.
Conduct quarterly performance reviews with direct reports.
Provide statistical and performance feedback and coaching on a regular basis to each team member.
Be available for employees that experience work and / or personal problems providing appropriate coaching, counseling, direction and resolution.
create and maintain high quality work environment so team members are motivated to perform at their highest level.
Address disciplinary and / or performance problems according to company policy.
Assist the senior management team with the daily operation of the call center to include the development, analysis and implementation of staffing, training, telemarketing, scheduling, and reward / recognition programs.
Work as a member / leader of special or ongoing projects that are important to area / process improvement.
Use appropriate judgment in upward communication regarding department, system or employee concerns.
Performs other duties as assigned
At least 2 years of Team Manager experience managing Australia or New Zealand financial account.
A minimum of 2 years debt recovery experience
Strong verbal and written English - our customers are based in Australia and New Zealand so you’ll want to be able to hold detailed conversations over the phone and on email
Negotiation and problem solving skills - we’ll need you to be able to work with customers to find the best solution
Target driven and motivation to over achieve
Flexibility - we value a work life balance but on occasion may need you to work with us on shift changes and overtime. Don’t worry though as overtime is paid at a premium rate and we do our best to accommodate your schedule.
Work location : Makati
Work from home setup until further notice