Head of Credit Operations & Collections

Position Overview

The Head of Credit Operations & Collections is a high-velocity, executive-level operational leader responsible for building, scaling, and optimizing the company’s end-to-end credit assessment, underwriting alignment, and debt recovery infrastructure from the ground up. Operating at a foundational leadership level, this role blends strategic risk governance, portfolio analytics, and empathetic negotiation frameworks to guide over-leveraged consumer segments toward sustainable debt restructuring solutions. The ideal candidate possesses a builder mentality, high operational urgency, deep Philippine regulatory literacy, and proven expertise restructuring high-volume collections engines.

WHAT WILL YOU DO?
 

1. Collections Infrastructure Architecture & Recovery Execution

• Architect and deploy the end-to-end collections infrastructure from scratch, including operational policies, SOPs, escalation frameworks, bucket-wise strategies, and technology stacks.
• Formulate early-to-late stage delinquency workflows, encompassing hardship restructuring models, skip tracing, legal escalation pathways, and write-off protocols.
• Select and integrate automated dialers, CRM recovery engines, payment reminder architectures, and real-time portfolio dashboards.
• Establish and govern strategic partnerships with external collection agencies and legal mediators for escalated recovery cases.
• Enforce 100% operational compliance across all collection activities with BSP regulations, consumer protection standards, and the Data Privacy Act (RA 10173).

2. Credit Operations & Partner Disbursement Oversight

• Direct day-to-day credit operations workflows, encompassing application intake, document verification, and disbursement coordination with regulated banking and multifinance partners.
• Partner cross-functionally with credit risk teams to calibrate underwriting criteria tailored specifically to distressed, multi-lender salaried consumer segments.
• Enforce debt consolidation operational mechanics, ensuring bridging disbursements are executed directly to existing creditors to mitigate capital leakage.
• Continuously optimize application-to-disbursement turnaround time (TAT) while maintaining accurate, audit-ready decision and settlement logs.

3. Team Leadership, Agent Coaching & Organizational Scaling

• Recruit, onboard, and direct a high-performing team of collections agents, establishing productivity benchmarks, call quality standards, and ethical codes of conduct.
• Deliver continuous coaching and structured capability-building modules to foster a culture that balances firm recovery targets with empathetic borrower engagement.
• Scale the credit and collections organization systematically from a core founding team into a multi-tiered operational department as portfolio AUM expands.

4. Portfolio Diagnostics, Risk Reporting & Cross-Functional Alignment

• Define, monitor, and report key portfolio health metrics, including DPD bucket movements, roll rates, contact-to-resolution ratios, recovery yields, and net loss ratios.
• Build dynamic executive dashboards providing real-time visibility into portfolio degradation, agent productivity, and recovery yields for senior management.
• Maintain tight cross-functional alignment with Risk, Legal, Customer Success, Finance, and Product teams to deliver a frictionless credit-to-collections lifecycle.

5. Leadership Readiness & Expansion Mechanics

• Contribute continuous field insights to refine the company's collections playbooks, negotiation scripts, and borrower de-escalation matrices.
• Support future vertical pilot initiatives, assisting in testing and scaling credit recovery operations across expansion markets within the Asia-Pacific region.

CORE COMPETENCIES

• Collections Infrastructure Architecture: Proven capability to design, deploy, and scale complete debt recovery infrastructure, policy frameworks, and bucket-wise strategies from scratch.
• Credit Operations & Workflow Optimization: Hands-on oversight of credit assessment intake, underwriting alignment, and direct-to-creditor disbursement governance.
• Portfolio Analytics & DPD Diagnostic Modeling: Sharp analytical literacy to interpret DPD curves, roll rates, and recovery metrics, translating raw portfolio data into actionable risk strategies.
• Regulatory Compliance & Ethical Governance: In-depth expertise in Philippine lending regulations, BSP consumer protection norms, and Data Privacy Act (RA 10173) compliance.
• Empathetic Negotiation & De-Escalation: High-impact negotiation capabilities to de-escalate borrower distress, structure affordable repayment plans, and maintain high brand trust.

WHAT SHOULD YOU HAVE?

• Bachelor's degree in Finance, Business Administration, Economics, or a related field.
• Minimum 6–8 years of progressive experience in Credit Operations and Collections within a Bank, Fintech, Financing, or Multi-Finance company.
• Minimum 2–3 years of direct managerial experience leading collections agents and credit operations teams.
• Demonstrated track record of building, restructuring, or scaling collections operations and policy frameworks from the ground up.
• Strong exposure to consumer lending products (salary loans, personal loans, paylater, credit cards) in fast-paced or high-growth environments.
• Full professional fluency in both written and spoken English and Tagalog/Filipino to draft regulatory-compliant documentation, manage borrower negotiations, and direct local operations