Client Success Manager | Philippines

Description:

About the Role

We are looking for a strategic, results-driven, and people-focused Collections Operations Manager to support our client. In this role, you will lead the day-to-day operations of a collections program handling inbound and outbound collections calls, ensuring strong recovery performance, operational excellence, and a positive customer experience.

The ideal candidate is an experienced leader who can drive KPIs, develop high-performing teams, optimize processes, and build strong client partnerships while maintaining compliance and service quality.

Key Responsibilities

Operations Management

• Lead and oversee daily collections operations across inbound and outbound channels
• Ensure achievement of key business metrics including recovery rate, promise-to-pay, right-party contact rate, quality, and productivity
• Monitor queues, staffing levels, schedules, and performance trends to maximize efficiency
• Develop action plans to address performance gaps and improve operational results
• Drive continuous improvement initiatives to enhance workflows, reduce costs, and increase collections effectiveness

People Leadership

• Manage Team Leaders and frontline staff, ensuring strong coaching and accountability culture
• Conduct regular performance reviews, coaching sessions, and talent development plans
• Build engagement strategies to improve morale, retention, and employee experience
• Identify succession talent and support leadership pipeline development

Client & Stakeholder Management

• Serve as the primary operations contact for client stakeholders
• Present business reviews, operational insights, and action plans to internal and external partners
• Ensure client expectations, SLAs, and service standards are consistently met or exceeded
• Collaborate with Workforce Management, QA, Training, HR, and Recruitment to support program success

Compliance & Risk Management

• Ensure adherence to collections regulations, client policies, and data privacy standards
• Monitor escalations, complaints, and compliance risks, implementing corrective actions when needed
• Maintain audit readiness and process discipline across the program

Requirements:

Qualifications & Desired Skills

Experience & Education

• Bachelor’s degree preferred
• Minimum 3–5 years BPO leadership experience
• At least 2 years as Operations Manager / Senior Team Leader / equivalent managing collections or financial services accounts
• Strong background in US collections, consumer finance, banking, or lease-to-own programs preferred

Skills & Competencies

• Strong leadership and people management skills
• Proven ability to drive collections and operational KPIs
• Excellent client-facing communication and presentation skills
• Strong analytical and decision-making capability
• Experience in workforce planning, capacity management, and productivity optimization
• High accountability, ownership mindset, and execution discipline
• Strong coaching, conflict management, and stakeholder management skills
• Proficient in Excel, reporting tools, and contact center systems

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.