Position Title: Senior Manager, Collections & Resolutions
Work Setup: Full Onsite
Schedule: Morning Shift, Mon-Fri
Location: Taguig

Role Overview

The Senior Manager for Collections & Resolutions oversees the end-to-end processes of a regional portfolio within a Shared Services or BPO environment. The role ensures service excellence, high-quality customer support, and continuous process improvements.
This leader manages a Collections & Resolutions team, builds strong partnerships with cross-functional stakeholders across multiple countries, and supports transitions or migrations of work into the Shared Services organization.

Key Responsibilities

• Lead, mentor, and develop a high-performing team, fostering ownership, accountability, and continuous improvement.
• Oversee day-to-day Collections & Resolutions operations with a focus on accuracy, efficiency, and adherence to KPIs and SLAs.
• Cultivate strong working relationships with finance, commercial, and shared services counterparts.
• Monitor service performance using KPIs, SLAs, and satisfaction metrics.
• Support the development and execution of short- and long-term operational strategies.
• Act as an escalation point for complex or sensitive resolution cases.
• Promote a mindset of innovation and continuous improvement across the team.
• Support month-end and year-end closing activities.
• Ensure compliance with internal controls, regulatory requirements, and SOX standards.
• Collaborate with transition teams to ensure smooth migration of processes and tasks.
• Handle additional projects and operational initiatives as assigned.

Key Stakeholders

Internal: Shared Services teams, Finance teams, Internal Controls, regional/business unit counterparts
External: Customers, third-party agencies, external auditors

Qualifications

• Bachelors degree in Business Administration, Finance, Accounting, Economics, or related field.
• Strong MS Office skills; ERP experience required (SAP preferred).
• Experience with customer service systems such as Salesforce and Genesys Telephony is an advantage.
• Lean Six Sigma certification is a plus.

Experience Required

• 5-7 years of relevant experience in a multinational, BPO, or Shared Services setup.
• 3 years of leadership experience managing teams.
• Demonstrated experience in process improvement, operational performance management, and stakeholder communication.