In our FSC (Finance Service Centre) setup, we are seeking a Collections Senior Consultant to lead daily collections operations, manage team performance, and ensure policy-compliant execution aligned to end-to-end finance controls. This role owns service levels and portfolio health, provides escalation leadership, and drives continuous improvement to reduce delinquency and improve cash outcomes. The ideal candidate is a strong people leader who can coach and develop talent, implement best practices, and deliver clear performance visibility to leadership and stakeholders.

Key Responsibilities

Team Leadership & Performance Management: Lead a team of collections professionals; manage workload distribution, capacity planning, coaching, and performance feedback to achieve operational goals.
Quality Assurance & Controls: Establish and run QA routines (documentation quality, policy adherence, approval compliance, customer contact standards); ensure audit readiness and control execution.
SLA & KPI Ownership: Own SLAs and KPIs (aging health, delinquency rate, promise-to-pay attainment, dispute blocker resolution cycle time, escalation throughput); analyze variances and drive corrective actions.
Escalation Management: Own complex escalations (high-risk accounts, sensitive customer issues, stalled disputes impacting payment, short-pay patterns) and coordinate cross-functional resolution.
Stakeholder Management & Reporting: Serve as the primary operational contact for internal stakeholders; provide routine reporting on team performance, key risks, top delinquency drivers, and action plans to leadership.
Process Improvement & Best Practices: Drive standardization and improvements (segmentation strategies, contact cadence, playbooks, dispute-blocker workflows, automation opportunities) to reduce delinquency and rework.
Training & Development: Build and maintain onboarding/training materials; develop team capability in negotiation, account strategy, and compliance.
Operational Risk Management: Maintain a risk-and-issue view (concentration risk, systemic billing defects, customer behavior shifts) and ensure timely escalation and mitigation.

Your role as a leader

• Actively seek out developmental opportunities for growth, act as strong brand ambassadors for the firm as well as share their knowledge and experience with others.

• Respect the needs of colleagues and build cooperative relationships.

• Understand the goals of internal and external stakeholders to set personal priorities as well as align team work to achieve objectives.

• Constantly challenge themselves, collaborate with others to deliver on tasks, and take accountability for results.

• Build productive relationships and communicate effectively to positively influence teams and other stakeholders.

• Offer insights based on a solid understanding of what makes the organization successful.

• Project integrity and confidence while motivating others through team collaboration as well as recognizing individual strengths, differences, and contributions.

• Understand disruptive trends and promote potential opportunities for improvement.

Requirements

Language Skills: Proficiency in Tagalog is desirable to support our global customer bases.
Experience: 4–6 years in collections/AR operations or related finance operations with demonstrated people leadership responsibilities.
End-to-End Process & Controls Expertise: Advanced understanding of order-to-cash processes, controls, and policies, including how upstream defects impact collections.
People Leadership: Proven ability to lead, coach, and manage performance, including QA, workload balancing, and development planning.
Stakeholder Management: Strong ability to handle escalations, influence cross-functional partners, and report performance and risks to leadership.
Operational Excellence: Experience managing SLAs, implementing best practices, and driving measurable improvements.
Systems & Analytics: Strong ERP/AR tooling proficiency and advanced Excel/reporting capabilities.
Working Arrangement: This is a day-shift role and requires working from the office.