Team Lead - Collections (Ortigas)

Our Consumer Lending is seeking a driven and analytical professional to join us in our Ortigas office as a Collections Team Lead .

In this role, you will lead and manage a team of collection agents to ensure performance targets are met or exceeded. You will be responsible for call monitoring, coaching, performance analysis, and strategic execution of daily collection activities. This is a key leadership position where your ability to think critically, act decisively, and guide your team will directly impact the success of our collections portfolio.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the Role Will Entail

• Monitor and assess collection agents' calls using established quality standards and coaching tools.
• Provide timely and constructive feedback to agents through daily and monthly performance reviews.
• Discuss productivity scores, key performance indicators, and variances with agents, and agree on action plans for performance improvement or sustainability.
• Analyze daily and periodic reports to mobilize the team and adjust collection strategies in real time :
• Flowrate / Pushback Reports
• Portfolio Profiling / Was-Is Reports
• Collector Productivity
• Coverage Reports (PDS / IC4)
• Make data-driven decisions based on hourly / bi-hourly reports, including :
• PTP Attainments
• Confirmed Curing Reports
• Daily Coverage Reports
• Execute supplemental strategies as needed (SMS / email blasts, call blitzes, field visits, social media messaging) to meet collection goals.

What We're Looking For

• Graduate of any 4-year course
• At least 3 years of experience in collections
• Strong analytical and MIS reporting skills
• Proven leadership and team management experience
• Excellent written and oral communication skills
• Self-motivated and results-driven
• Demonstrates a strong sense of urgency and the ability to work under pressure
• Problem-solving mindset and attention to detail

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

To know more about us, and our career opportunities, visit https : / / careers-page.com / eastwest-bank