Head of Credit Operations & Collections

Title: Head of Credit Operations & Collections Employment: Under Payreto, with possible deployment to a client Work Setup: Full onsite in Makati Schedule: Monday to Friday, 9:00 AM–6:00 PM 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 Powered by JazzHR