PayJoy
Global Collections
CollectionsOperationsManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Collections Operations Manager at PayJoy. Skills: Collections Strategy, Portfolio Performance, Third-Party Collections Agency Management, Cross-Functional Stakeholder Alignment. Analyze current collections processes. Identify productivity gaps”
What You'll Achieve.
Maximize recovery performance; Maximize operational efficiency; Increase recovery effectiveness month over month; Ensure compliance with company policies; Ensure service quality standards; Ensure performance expectations (ROI)
Industry & Context.
Analytical and problem-solving skills
What They're Looking For.
Must Have
Bachelor's degree in Business, Finance, Accounting, Economics, or a related field., 4+ years of experience related to collections, with front-line collection operation experience., Familiarity with the collections environment in the Southeast Asian market., Experience managing third-party collections agencies, including vendor oversight, performance reviews, and contract management., Knowledge of dialer systems and outbound contact technologies used in collections operations., Knowledge of local collections regulations, consumer protection laws, and compliance requirements in the Philippines., Knowledge of collections processes, credit risk management, and payment operations., analytical and problem-solving skills., Excellent communication and stakeholder management skills., Ability to work effectively in a fast-paced and performance-driven environment., Proficiency in Excel / Google Sheets and data analysis tools., structured and data-driven approach to decision-making., English Advanced and local language.
Nice to Have
Experience with SQL or data querying tools is a plus.
What You'll Do.
Analyze current collections processes
Identify productivity gaps
Identify operational bottlenecks
Identify opportunities for improvement
Monitor roll-back rates
Improve roll-back rates
Evaluate performance of treatment groups
Implement improvements
Increase recovery effectiveness
Propose adjustments to collections strategies
Maximize recovery performance
Maximize operational efficiency
Test new collections approaches
Monitor collections agencies
Manage collections agencies
Ensure compliance with company policies
Ensure service quality standards
Ensure performance expectations
Conduct goal settings
Conduct regular performance reviews
Identify gaps with collection partners
Implement corrective actions
Support selection of third-party agencies
Support onboarding of third-party agencies
Review collections tools
Improve collections tools
Review collections systems
Improve collections systems
Review reporting dashboards
Improve reporting dashboards
Monitor performance of digital channels
Monitor performance of alternative channels
Identify opportunities to implement new channels
Maintain alignment with Regional leadership
Maintain alignment with Global leadership
Ensure local operations consistency
Collaborate with Collections Tools teams
Ensure operational needs reflected
Coordinate with Collections Metrics teams
Ensure performance monitoring alignment
Ensure reporting standards alignment
Ensure dashboard definitions alignment
Maintain alignment with Risk teams
Maintain alignment with Fraud teams
Support implementation of Credit Bureau reporting
Support implementation of default listing processes
Participate in cross-functional working groups
Ensure collections strategies are in place
Ensure collections processes are in place
How You'll Work.
Team & Collaboration
Cross-functional stakeholder alignment; Collaborate with Collections Tools teams; Coordinate with Collections Metrics teams; Maintain alignment with Risk and Fraud teams; Participate in cross-functional working groups
Communication Scope
Excellent communication skills
Full Job Description
## Description About PayJoy PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth. This role ## Responsibilities Collections Strategy & Portfolio Performance Analyze current collections processes to identify productivity gaps, operational bottlenecks, and opportunities for improvement. Monitor and improve roll-back rates across delinquency segments. Evaluate the performance of treatment groups vs. control groups and implement improvements to increase recovery effectiveness month over month. Propose adjustments to collections strategies aimed at maximizing recovery performance and operational efficiency. Propose and run experiments and pilots to test new collections approaches including scripts, negotiation strategies, and process improvements. Portfolio Evolution Current portfolio performance Delinquent portfolio movement Roll and Cure Rates 120+ DPD portfolios in terms of charge off accounts and outstanding balances Performance Monitoring Contactability rates Promises made vs. promises kept Recovery performance by channel Performance comparison between digital channels, AI solutions and external agencies Third-Party Collections Agency Management Monitor and manage collections agencies, ensuring compliance with company policies, service quality standards, and performance expectations (ROI). Conduct goal setti
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