A hybrid role at PayJoy.
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Collections Strategy & Portfolio Performance
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Analyze current collections processes to identify productivity gaps, operational bottlenecks, and opportunities for improvement.
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Monitor and improve roll-back rates across delinquency segments.
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Evaluate the performance of treatment groups vs. control groups and implement improvements to increase recovery effectiveness month over month.
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Propose adjustments to collections strategies aimed at maximizing recovery performance and operational efficiency.
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Propose and run experiments and pilots to test new collections approaches including scripts, negotiation strategies, and process improvements.
Portfolio Evolution
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Current portfolio performance
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Delinquent portfolio movement
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Roll and Cure Rates
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120+ DPD portfolios in terms of charge off accounts and outstanding balances
Performance Monitoring
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Contactability rates
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Promises made vs. promises kept
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Recovery performance by channel
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Performance comparison between digital channels, AI solutions and external agencies
Third-Party Collections Agency Management
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Monitor and manage collections agencies, ensuring compliance with company policies, service quality standards, and performance expectations (ROI).
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Conduct goal settings and regular performance reviews with collection partners to identify gaps and implement corrective actions.
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Support the selection and onboarding of third-party collections agencies when required.
Collections Operations & Channels
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Review and improve the effectiveness of collections tools, systems, and reporting dashboards.
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Monitor the performance of digital and alternative collections channels including SMS, email, Viber, and other notification tools.
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Identify opportunities to implement new communication channels such as messaging platforms or automated outreach tools.
Compliance & Stakeholder Alignment
Collections Governance Alignment
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Maintain regular alignment with Regional and Global Collections leadership to ensure local operations remain consistent with global collections strategies, governance frameworks, and best practices.
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Collaborate closely with the Collections Tools teams to ensure operational needs are reflected in collections platforms, communication channels, and automation tools used by the local operations.
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Coordinate with the Collections Metrics teams to ensure performance monitoring, reporting standards, and dashboard definitions remain aligned with global frameworks and governance guidelines.
Cross-Functional Stakeholder Alignment
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Maintain regular alignment with Risk and Fraud teams to ensure consistency in collections strategy, KPIs, and portfolio performance analysis.
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Support implementation of Credit Bureau reporting and default listing processes in the Philippines as part of the broader collections strategy.
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Participate in cross-functional working groups for new launches in the Philippines market, ensuring collections strategies and processes are in place prior to launch.
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achelor's degree in Business, Finance, Accounting, Economics, or a related field.
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4+ years of experience related to collections, with front-line collection operation experience.
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Familiarity with the collections environment in the Southeast Asian market.
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Experience managing third-party collections agencies, including vendor oversight, performance reviews, and contract management.
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Knowledge of dialer systems and outbound contact technologies used in collections operations.
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Knowledge of local collections regulations, consumer protection laws, and compliance requirements in the Philippines.
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Knowledge of collections processes, credit risk management, and payment operations.
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Strong analytical and problem-solving skills.
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Excellent communication and stakeholder management skills.
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Ability to work effectively in a fast-paced and performance-driven environment.
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Proficiency in Excel / Google Sheets and data analysis tools.
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Strong structured and data-driven approach to decision-making.
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English Advanced and local language.
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Experience with SQL or data querying tools is a plus.
Team Structure
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1 Collections Supervisor (direct report)
PayJoy
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Source: company website