Director, Contact Center on-site Philexcel Business Park in the Clark Freeport Zone, Pampanga

Key Position Criteria

• Provide strategic and operational leadership for the Contact Centre, with end-to-end accountability for collections performance, customer service, and portfolio outcomes.
• Analyse existing and proposed methods and procedures across the Consumer Finance business unit and proactively implement improvements that increase efficiency, strengthen controls, and streamline processes.
• Develop and execute objectives, strategies, and plans that support customer satisfaction, operational efficiency, and sustainable collections outcomes.
• Ensure compliance with all relevant legislation and policy requirements, including but not limited to the Privacy Act, National Consumer Credit Protection Act, Debt Collection Guidelines, and Anti-Money Laundering obligations.
• Oversee recruitment, workforce planning, capability development, and succession planning for the contact centre leadership team and broader function.
• Set, monitor, and report on individual and team statistics, service levels, and KPIs to measure performance, productivity, and quality.
• Lead the training, coaching, and development of team members and business partners to build capability and improve outcomes.
• Display innovation by identifying, creating, and improving processes, reporting, and service delivery models.
• Model strong leadership through effective communication, collaboration, accountability, and respect for peers, stakeholders, and team members.
• Ensure all audit requirements are met and that strong governance, control, and documentation standards are maintained.
• Ensure the robustness and integrity of data and reporting provided to leadership and operational teams.
• Manage daily workflow, priorities, and timelines to ensure accurate and timely completion of operational activities.
• Maintain resources in line with approved budgets and operating plans.
• Oversee month-end processes, including preparation, execution, review, and analysis of financial and operational results, key drivers, trends, and KPIs.
• Maintain understanding and effective use of departmental systems, including but not limited to CSS, Brio, Customer Hub, SOS, and Owner Database.
• Oversee inbound calls, escalation pathways, and team priorities to meet service level targets and achieve high customer satisfaction scores.
• Oversee all relevant Consumer Finance portfolios to maintain high currency rates, low default rates, and disciplined collections execution.
• Regularly review the status of all accounts receivable portfolios, determine required actions, and escalate risks or issues as appropriate.
• Lead performance development, coaching, and formal review processes for direct reports and their teams on a daily, weekly, monthly, and annual basis.
• Direct and prioritise work across the teams to ensure completion of daily, weekly, and monthly deliverables.
• Ensure regular quality assurance through call and account monitoring, and provide clear feedback, direction, and examples of quality service.
• Review and verify financial results and ensure reported outcomes accurately reflect operational performance.
• Show integrity in all aspects of the role by doing the right thing, taking responsibility, and delivering on commitments.
• Take ownership of escalated issues and complaints for internal and external customers and ensure timely, fair, and compliant resolution.
• Support cross-training and participation in other functional areas of the department where required for upskilling, business continuity, and capability development.

Principal Responsibilities

• Provide strategic and operational leadership for the Contact Centre, with end-to-end accountability for collections performance, customer service, and portfolio outcomes.
• Analyse existing and proposed methods and procedures across the Consumer Finance business unit and proactively implement improvements that increase efficiency, strengthen controls, and streamline processes.
• Develop and execute objectives, strategies, and plans that support customer satisfaction, operational efficiency, and sustainable collections outcomes.
• Ensure compliance with all relevant legislation and policy requirements, including but not limited to the Privacy Act, National Consumer Credit Protection Act, Debt Collection Guidelines, and Anti-Money Laundering obligations.
• Oversee recruitment, workforce planning, capability development, and succession planning for the contact centre leadership team and broader function.
• Set, monitor, and report on individual and team statistics, service levels, and KPIs to measure performance, productivity, and quality.
• Lead the training, coaching, and development of team members and business partners to build capability and improve outcomes.
• Display innovation by identifying, creating, and improving processes, reporting, and service delivery models.
• Model strong leadership through effective communication, collaboration, accountability, and respect for peers, stakeholders, and team members.
• Ensure all audit requirements are met and that strong governance, control, and documentation standards are maintained.
• Ensure the robustness and integrity of data and reporting provided to leadership and operational teams.
• Manage daily workflow, priorities, and timelines to ensure accurate and timely completion of operational activities.
• Maintain resources in line with approved budgets and operating plans.
• Oversee month-end processes, including preparation, execution, review, and analysis of financial and operational results, key drivers, trends, and KPIs.
• Maintain understanding and effective use of departmental systems, including but not limited to CSS, Brio, Customer Hub, SOS, and Owner Database.
• Oversee inbound calls, escalation pathways, and team priorities to meet service level targets and achieve high customer satisfaction scores.
• Oversee all relevant Consumer Finance portfolios to maintain high currency rates, low default rates, and disciplined collections execution.
• Regularly review the status of all accounts receivable portfolios, determine required actions, and escalate risks or issues as appropriate.
• Lead performance development, coaching, and formal review processes for direct reports and their teams on a daily, weekly, monthly, and annual basis.
• Direct and prioritise work across the teams to ensure completion of daily, weekly, and monthly deliverables.
• Ensure regular quality assurance through call and account monitoring, and provide clear feedback, direction, and examples of quality service.
• Review and verify financial results and ensure reported outcomes accurately reflect operational performance.
• Show integrity in all aspects of the role by doing the right thing, taking responsibility, and delivering on commitments.
• Take ownership of escalated issues and complaints for internal and external customers and ensure timely, fair, and compliant resolution.
• Support cross-training and participation in other functional areas of the department where required for upskilling, business continuity, and capability development.