Field Collections Manager

Employment Type: Full-time Assignment: All over Philippines(Revolving Reimburstment funds provided for Travel) Position Overview The Field Collections Manager is responsible for overseeing the overall daily operations of the Field Collections Department, ensuring the achievement of collection targets, operational efficiency, workforce productivity, quality assurance, and compliance with company policies and applicable regulations. The role directly manages Field Collections Supervisors and provides operational oversight of the Field Collections Quality Control Officers (FQCOs), Specialized Recovery functions (Legal and Motorcycle Repossession), and Field Administration. The Field Collections Manager ensures that all functions operate efficiently, coordinate effectively, meet established performance standards, and contribute to the department's overall recovery objectives. Key Responsibilities 1. Collection Performance and Field Operations - Monitor daily, weekly, and monthly collections against approved targets. - Track Collection Efficiency (CE), Recovery Rate (RR), cash collections, and Field Officer productivity. - Identify underperforming zones, supervisors, and Field Officers, and implement corrective action plans. - Oversee the Field Collections Supervisors and ensure accountability for team performance, coaching, and operational deliverables. - Ensure consistent execution of approved collection strategies across all assigned zones. - Review collection trends, identify potential month-end gaps, and implement timely interventions. - Conduct regular performance reviews and operational meetings with supervisors. 2. Oversight of Field Collections Quality Control (FQCO) - Provide operational oversight of the FQCO team to ensure consistent quality monitoring and compliance checks across field operations. - Ensure that field quality assessments, shadowing activities, skip-tracing reviews, and compliance observations are conducted according to approved procedures. - Review significant quality findings, recurring violations, and operational risk trends identified by FQCOs. - Ensure that identified issues are properly documented, endorsed, and addressed by the appropriate supervisors or departments. - Monitor the implementation of corrective actions and recommend process improvements based on quality assessment results. - Coordinate with HR on serious findings and potential policy violations. 3. Oversight of Specialized Recovery – Legal and Motorcycle Repossession - Oversee the operational performance of specialized recovery activities, including small-claims case processing, legal case coordination, and motorcycle repossession. - Ensure that eligible cases are properly identified, documented, endorsed, and followed up according to approved procedures. - Monitor the status and progress of repossession assignments, legal endorsements, case filings, and other specialized recovery activities. - Coordinate with the Legal Officer and Moto Repossession Representatives to address operational bottlenecks and improve recovery outcomes. - Ensure that all repossession and legal recovery activities are conducted only when authorized and in accordance with applicable laws, company policies, and approved processes. - Review specialized recovery performance and identify opportunities to improve case conversion, recovery rates, and turnaround times. - Coordinate with Moto Loan Team on case requirements, documentation, account reconciliation, and escalations. 4. Oversight of Field Administration - Oversee the Field Admin function to ensure timely and accurate administrative support for field operations. - Ensure proper maintenance of manpower records, attendance trackers, deployment reports, reimbursement documents, and operational files. - Monitor the timely consolidation and submission of reports, personnel updates, and required documentation. - Ensure that approved field expenses and reimbursement requests are properly documented and processed according to company policy. - Coordinate with HR, Finance, and other relevant departments on administrative requirements. - Identify administrative process gaps and implement improvements to reporting accuracy, documentation, and turnaround time. 5. Manpower Planning and Workforce Management - Monitor staffing levels, attendance, deployment, and manpower requirements across all collection zones. - Ensure sufficient Field Officer coverage in existing and newly established zones. - Coordinate with HR and Recruitment on hiring, onboarding, replacement hiring, and deployment schedules. - Monitor productivity and workload distribution across Field Officers and supervisors. - Recommend staffing adjustments and resource allocation improvements based on operational requirements. - Oversee onboarding progress and initial performance monitoring of newly deployed personnel. 6. Performance Reporting and Management Reviews - Consolidate daily, weekly, and monthly reports covering field collections, FQCO findings, specialized recovery, manpower, and administration. - Prepare management updates highlighting performance against targets, operational risks, key issues, and recommended actions. - Ensure that all functional leads and supervisors submit accurate and timely reports. - Conduct regular operational reviews with supervisors and the relevant functional representatives. - Track the completion and effectiveness of agreed action plans. - Present consolidated operational results and recommendations to the Head of Field Collections. 7. Cross-Functional Coordination and Compliance - Coordinate with Data and Analytics, HR, Legal, Compliance, Finance, Operations, and Technology to resolve operational issues. - Ensure field collection and specialized recovery activities follow approved policies, data privacy requirements, fair collection practices, and applicable regulations. - Ensure that customer complaints, compliance incidents, and potential policy violations are documented and escalated promptly. - Coordinate corrective actions with the responsible functional owners. - Maintain clear accountability while ensuring that independent Legal and Compliance decisions remain with the appropriately authorized functions. 8. Budget and Resource Management - Monitor field operating expenses, reimbursement requests, activity budgets, and resource utilization. - Ensure spending remains within approved budgets and follows company procedures. - Identify opportunities to improve cost efficiency without compromising collection performance or compliance. - Review significant budget variances and recommend appropriate corrective measures. - Escalate material expenses and budget requirements requiring management approval. 9. Team Development and Continuous Improvement - Establish clear performance expectations and accountability standards for supervisors and functional representatives. - Identify training needs, capability gaps, and opportunities for employee development. - Recommend performance improvement plans and development opportunities for team members. - Standardize operating procedures and best practices across field operations and specialized recovery. - Implement continuous improvement initiatives to enhance productivity, quality, compliance, and recovery performance. Key Performance Indicators (KPIs) The Field Collections Manager will be assessed based on: 1. Collection achievement against approved targets. 2. Collection Efficiency (CE) and Recovery Rate (RR). 3. Field Officer productivity and collection conversion. 4. Field Collections Supervisor performance and accountability. 5. FQCO assessment coverage, reporting quality, and closure of corrective actions. 6. Specialized recovery performance, including authorized repossession activities and legal case progress. 7. Manpower coverage, attendance, and deployment efficiency. 8. Accuracy and timeliness of operational and administrative reporting. 9. Compliance with approved procedures and timely escalation of material incidents. 10. Budget adherence and operational cost efficiency. 11. Timely execution of operational action plans and process improvements. Specific targets will be established by the Head of Field Collections in coordination with the relevant stakeholders. Expected Outcomes Within the First 3–6 Months - Establish a consistent operational review and reporting framework covering all functions. - Improve collection performance and accountability across supervisors and field teams. - Strengthen FQCO monitoring and ensure timely resolution of quality and compliance findings. - Improve visibility and follow-through on legal cases and motorcycle repossession activities. - Improve the accuracy and timeliness of Field Admin deliverables. - Optimize manpower deployment, field productivity, and operating expenses. - Reduce unresolved operational issues through clear ownership and escalation procedures. - Establish a scalable management structure that enables the Head of Field Collections to focus on strategic priorities.