Eastwood Libis, QC, PH

Collections Team Leader

Job Summary:

The Collections Team Leader is a critical driver of success for the company's collections strategy in New Zealand. You'll lead a team of collectors, fostering a high-performing environment focused on outstanding collections and exceptional customer service. Your success hinges on empowering your team, navigating complex situations, and bridging the gap between the Philippines and New Zealand teams.

Job Details:

  • Eastwood Libis, QC – On-site
  • Monday to Friday | 6 AM to 3 PM Manila Time
  • *Following New Zealand’s Holidays

Key Responsibilities:

  • Team Leadership: Motivate and coach your team members, helping them achieve their full potential and consistently exceed collections targets. Foster a collaborative and supportive environment where open communication thrives. Identify and address performance gaps, providing clear guidance and opportunities for growth.
  • Collections Excellence and Escalation Management: Develop and implement strategies to optimize collections processes and maximize debt recovery. Act as the primary point of contact for complex customer issues and escalated situations, ensuring efficient resolution. Partner with the New Zealand team to address customer concerns and navigate market-specific challenges.
  • Cross-Team Collaboration and Communication: Serve as a bridge between the Philippines and New Zealand teams, fostering seamless collaboration and knowledge sharing. Ensure clear and timely communication across all teams, keeping everyone informed and aligned towards shared goals.
  • Reporting and Quality Assurance: Oversee team performance metrics and reporting, providing valuable insights to the Operations Manager. Implement robust quality assurance processes, setting high standards and ensuring adherence to best practices and compliance.

Qualifications:

  • Experience leading and motivating a team in BPO environments
  • Impeccable domain of the English language
  • Experience with NZ and or Australian customers is preferred but not essential
  • Experience managing collections
  • Excellent communication, coaching, and interpersonal skills
  • Demonstrated problem-solving and conflict resolution skills
  • Proven ability to train and mentor others
  • Ability to work based on principles and apply these principles to unique situations
  • Technologically savvy with advanced Excel knowledge
  • A humble approach, exhibited by their willingness to learn and grow

by Carl Trinidad

Bank Reconciliation Analyst

Job Description

As a Bank Reconciliation Analyst, you will be assisting day to day tasks of the client and their associated business. It involves the identification of opportunities of implementation of procedures and ensuring service levels are adhered to. After hours contact with management and input may be required.

Job Details:

  • Temporary work-from-home
  • Monday to Friday, 6 AM to 3 PM
  • Holidays to follow: AU Holidays
  • Eastwood Libis, Quezon City

Responsibilities:

  • Obtaining client data
  • Data entry
  • Maintaining databases
  • Reconciliations
  • Management reporting
  • Client support
  • Answering phones
  • Filing
  • Support to other team members as needed.

Qualifications:

  • 3 years experience in a similar role
  • Excellent English – both written and verbal communication
  • Experience with Microsoft Office, particularly Excel and Outlook
  • High attention to detail
  • Able to deliver tasks within the specified deadline
  • Able to work as unsupervised and as part of a team
  • Proactive and enthusiastic attitude
  • Self-motivated
  • Aptitude for figures
  • Enjoy taking ownership and responsibility
  • Previous commission experience would be advantageous

by Carl Trinidad

Analyst - Operational Strategy and Services

Position Summary:

Reporting to the Director of Operational Strategy and Services, the Analyst will be responsible for the Operational Strategy and Services portfolio in terms of developing cadenced reporting and self-service tools that help drive the compliance and effectiveness of operational changes. This analyst will be responsible for providing the Operations organization with the appropriate information to ensure the projects proposed support a broader scale of data-driven recommendations, while also ensuring that when change is implemented that it can be tracked to support qualitative and quantitative KPIs.

This position plays a pivotal role in driving efficiency, project management, and labor modeling initiatives across our organization that drive efficiency, save field leaders time, and are fiscally responsible.

Job Details:

  • Work from home
  • Monday to Friday | 8 PM to 5 AM or 9 PM to 6 AM Manila Time
  • *Following US Holidays

Responsibilities:

  • Partner with the field improvement team and other stakeholders to ensure ongoing activation and adoption of programs and tools while gathering feedback on where more change management and communication efforts are needed.
  • Assess and identify the effectiveness and awareness of existing programs, policies, and processes to help identify what will deliver the most value to the field and where we can optimize and deliver better outcomes.
  • Creating data-driven recommendations to the business by leveraging financial, people, and satisfaction information collected to provide a story and drive results.
  • Develop KPIs, dashboards, and tracking mechanisms to monitor the success of program launches and ongoing adoption. Share insights and leverage them to drive decision-making, action, and ongoing process improvement for better outcomes.
  • Drive a strategic focus and process around workload management through effective analysis of workflow to identify where inefficiencies or bottlenecks exist. This includes adapting to business drivers such as occupancy, demand, and seasonal considerations.
  • Cultivate strong relationships with internal and external stakeholders, ensuring alignment of operational strategies with organizational goals.
  • Monitor financial performance, identify cost-saving opportunities, and ensure effective allocation of resources.

Requirements:

  • 4-5 years of analytics support in an operational capacity supporting financial, people, engagement/satisfaction analytics for a large company; ideally Multi-unit service, retail, hospitality industry.
  • Ability to develop reporting tools and resources that can be leveraged across multiple audiences (Excel, PowerBI, etc.)
  • Strong data analysis experience, an ability to digest data and provide a narrative of what the data is telling to provide strategic business recommendations

by Carl Trinidad