Collections Manager

About the RoleAs the Operations Manager, you will lead a B2B Collections Contact Centre operation, ensuring service delivery excellence, KPI achievement, and continuous process improvement. You will oversee people management, client engagement, collections strategy, dispute resolution, and operational performance within the Order-to-Cash environment. Key ResponsibilitiesLead end-to-end B2B Collections operations within a Contact Centre.

Drive performance against Collections KPIs, SLAs, and operational targets. Manage Collections, Disputes, Deductions, Credit Management, and DSO performance. Oversee dialer operations and ensure efficient collections processes. Maintain strong knowledge of the complete Order-to-Cash (O2C) cycle. Lead recruitment, coaching, mentoring, performance management, and workforce planning.

Collaborate with internal stakeholders, customer business teams, and third-party partners to resolve payment issues. Recommend and implement service improvement initiatives. Monitor service delivery, operational methodologies, and capacity planning. Own escalations, major incident management, stakeholder communication, and post-incident reviews. Ensure quality service delivery while supporting business growth initiatives.

Must-Have QualificationsMinimum 10 years of experience managing a Collections Contact Centre within an Order-to-Cash (O2C) environment. At least 2 years as an Operations Manager leading B2B Collections Contact Centre operations. Experience managing 50–75 Collections Associates.

Experience handling large corporate collection portfolios, preferably within:ManufacturingRetailUtilities & InfrastructureStrong expertise in:B2B CollectionsDisputesDeductionsCredit ManagementDSO ManagementO2C CycleCollections KPIs & SLAsExperience using accounting ERPs and collection tools such as:HighRadiusGet PaidOracle CollectionsExcellent leadership, stakeholder management, analytical, and customer-facing skills.

Proficient in Microsoft Excel and collections operations tools. Willing to work 100% onsite in Pampanga and on rotational/night shifts. Good-to-HaveService Management or Support experience in a large-scale environment. Exposure to dialer operations. Experience managing multiple client teams and third-party stakeholders. Strong organizational skills and ability to manage confidential information.