Debt Collection Manager (relocation to Manila, Philippines)

Mira Search, a leading HR agency from Dubai, is hiring on behalf of our client - one of Europe’s largest digital consumer lending groups.

We are looking for an experienced Debt Collection Manager to join a dynamic financial team in Manila, Philippines. This role involves leading the debt collection team, optimizing recovery processes, and collaborating with various departments to enhance operational efficiency.

Key Responsibilities:

• Managing the Debt Collection Process: Overseeing all stages of customer interaction, from initial reminders to debt recovery, ensuring effective collection strategies.
• Process Improvement: Developing and implementing initiatives to enhance the efficiency of debt collection, taking into account different loan types, including short-term, long-term, and secured vehicle/motorcycle loans.
• Performance Monitoring: Tracking key performance indicators (KPIs) such as Recovery Rates, Roll Rates, Cost of Collection, and other operational metrics.
• Team Leadership: Setting goals, managing performance, conducting regular meetings, and ensuring smooth coordination within the collection team.
• Enhancing Communication Channels: Implementing and optimizing various communication methods (IVR, SMS, push notifications, email, etc.) to improve customer interaction and debt recovery outcomes.
• Cross-Department Collaboration: Working closely with Quality Control, analysts, BI developers, and IT teams to refine scripts, streamline processes, and implement technological improvements.
• Strategic Planning: Developing and updating a roadmap for key collection strategies, setting team priorities, and defining operational objectives.
• Data-Driven Approach: Formulating and assigning tasks to analysts, BI developers, and IT specialists to optimize collection processes through data insights.
• Reporting & Stakeholder Communication: Preparing and presenting performance reports, proposing process enhancements, and maintaining clear communication with company leadership.

Requirements:

• Education: Higher education in Mathematics, Business, or a related technical field.
• Experience: 3 to 6 years in debt collection or customer-facing roles within financial institutions (banks, collection agencies, fintech companies).
• Leadership Skills: Experience managing teams of 3 or more people is a plus.
• Team Management Abilities: Strong understanding of employee motivation and effective team coordination.
• Technical Knowledge: Familiarity with collection systems, customer request aggregation platforms, and telephony dialer systems.
• Language Proficiency: Advanced spoken English (B2 level or higher).
• Relocation Readiness: Willingness to relocate to Manila, Philippines. (relocating within 1 to 1.5 months after hiring)
• Technical Skills: Proficiency in MS Office (Excel, PowerPoint); knowledge of SQL is an advantage.
• Preferred Background: Experience in analytics or consulting is a plus.

Benefits

• Comprehensive relocation package for the employee and their family, including visa support, flight tickets to Manila, hotel accommodation for the first two weeks, and medical insurance.
• On-site work in a modern office environment (not remote).
• Competitive salary and + annual bonus.
• Career growth opportunities.
• Engaging corporate culture with regular team-building events and offsite activities.