Collections Team Lead
About GoTyme
GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.
At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.
About the role
The Collections Team Lead is responsible for leading a team of collections agents to effectively manage delinquent accounts and recover outstanding balances in a compliant, customer-centric manner. The role drives team performance through coaching, process oversight, and data-driven decision-making, balancing recovery targets with fair debt practices and a positive customer experience.
- Team Leadership & People Management - Supervise, coach, and develop a team of Collections Agents through regular one-on-ones, calibrations, and performance conversations.
- Collections Operations - Oversee end-to-end collections workflows across delinquency buckets, managing account assignments, queue prioritization, and case documentation.
- Performance Management - Track team and individual KPIs, identify performance gaps, and implement corrective action plans supported by regular reporting and analysis.
- Compliance & Risk - Ensure all collections activities adhere to applicable regulations and internal fair debt collection policies, flagging fraud risks and escalation cases as needed.
- Stakeholder Coordination - Liaise with Credit Risk, Customer Experience, Legal, and Operations teams, and coordinate with external agencies or legal counsel on escalated accounts.
Requirements
Must Haves
- Bachelor's Degree in Finance or Management
- Minimum 5 years of experience in collections, credit recovery, or financial services operations
- At least 2 years in a Supervisory or Team Lead capacity, managing a frontline collections team
- Experience working with consumer lending, credit cards, digital banking, or fintech products is preferred
- Familiarity with collections management systems and tools (e.g., Salesforce, Temenos, Loxon, Genesys or similar systems)
- Exposure to regulatory frameworks relevant to debt collection (e.g., BSP regulations, Data Privacy Act of 2012)