Senior Process Manager - Credit Control + CSE APAC

Job Title: Senior Manager for Collections + CSE APAC

Department: Financial Markets - FAO

Location: Alabang, Muntinlupa City

Work Setup: Onsite

Reports To: Director of Collections

POSITION SUMMARY

The Senior Manager for Collections (Voice) is responsible for leading and managing large-scale, voice-based collections operations to achieve performance targets in collection efficiency, customer experience, and compliance. This role oversees multiple teams composed of Supervisors/Team Leaders and Collections Associates and ensures that operational performance, quality standards, and regulatory requirements are consistently met.

This leader is expected to drive strategies that increase recovery rates, optimize workflows, enhance agent productivity, and maintain a positive customer experience while managing delinquent accounts.

KEY RESPONSIBILITIES

Operations & Performance Management