Collections and Case Management - Sr. Manager

Position Title: Senior Manager, Collections & ResolutionsWork Setup: Full OnsiteSchedule: Morning Shift, Mon-FriLocation: TaguigRole OverviewThe Senior Manager for Collections & Resolutions oversees the end-to-end processes of a regional portfolio within a Shared Services or BPO environment. The role ensures service excellence, high-quality customer support, and continuous process improvements.This leader manages a Collections & Resolutions team, builds strong partnerships with cross-functional stakeholders across multiple countries, and supports transitions or migrations of work into the Shared Services organization.Key ResponsibilitiesLead, mentor, and develop a high-performing team, fostering ownership, accountability, and continuous improvement.Oversee day-to-day Collections & Resolutions operations with a focus on accuracy, efficiency, and adherence to KPIs and SLAs.Cultivate strong working relationships with finance, commercial, and shared services counterparts.Monitor service performance using KPIs, SLAs, and satisfaction metrics.Support the development and execution of short- and long-term operational strategies.Act as an escalation point for complex or sensitive resolution cases.Promote a mindset of innovation and continuous improvement across the team.Support month-end and year-end closing activities.Ensure compliance with internal controls, regulatory requirements, and SOX standards.Collaborate with transition teams to ensure smooth migration of processes and tasks.Handle additional projects and operational initiatives as assigned.Key StakeholdersInternal: Shared Services teams, Finance teams, Internal Controls, regional/business unit counterpartsExternal: Customers, third-party agencies, external auditorsQualificationsBachelors degree in Business Administration, Finance, Accounting, Economics, or related field.Strong MS Office skills; ERP experience required (SAP preferred).Experience with customer service systems such as Salesforce and Genesys Telephony is an advantage.Lean Six Sigma certification is a plus.Experience Required5-7 years of relevant experience in a multinational, BPO, or Shared Services setup.3 years of leadership experience managing teams.Demonstrated experience in process improvement, operational performance management, and stakeholder communication.