US Collection management: Operations Manager

We're Hiring: Collections Operations Manager (US/International Collections)

📍 Location: Paranaque
💼 Work Setup: Hybrid (Shifting Schedule)
💰 Salary: 140,000 to 150,000

We are seeking an experienced Collections Operations Manager with a strong background in US or international collections to lead and optimize our collections operations. The ideal candidate has proven expertise in debt recovery strategies, collections management, workforce planning, and team leadership, with a track record of consistently achieving recovery targets and service level agreements (SLAs) in a fast-paced environment.

Key Responsibilities

• Lead and oversee daily collections operations, ensuring productivity, quality, and performance targets are consistently achieved.

• Develop and implement effective debt recovery strategies to maximize collections while maintaining compliance with applicable regulations.

• Ensure adherence to US or international collections laws, company policies, and industry best practices.

• Manage workforce planning, capacity planning, scheduling, and resource allocation to optimize operational efficiency.

• Monitor team performance through KPIs, recovery rates, quality metrics, and SLAs, implementing action plans to improve results.

• Coach, mentor, and develop Team Leaders and Collections Specialists to build high-performing teams.

• Analyze operational data and identify trends, risks, and opportunities for continuous process improvement.

• Build and maintain strong relationships with clients by providing operational updates, performance insights, and strategic recommendations.

• Prepare and present detailed operational reports, business reviews, and performance analyses to internal and external stakeholders.

• Utilize collections platforms and CRM systems to monitor accounts, improve workflows, and enhance operational effectiveness.

Qualifications

• Minimum 5+ years of experience in collections operations, with leadership experience in US or international collections.

• Proven experience managing large collections teams in a high-volume, fast-paced environment.

• Strong knowledge of debt recovery strategies, collections best practices, and collections laws and regulations.

• Experience in capacity planning, process optimization, workforce scheduling, and operational forecasting.

• Hands-on experience with collections software, CRM platforms, and performance reporting tools.

• Demonstrated ability to consistently achieve recovery targets, operational KPIs, and SLAs.

• Excellent communication and stakeholder management skills, with experience presenting performance reports and business reviews to clients.

• Strong leadership, coaching, and people development capabilities for 2 years of experience