Agency Manager - Remedial

About the Job

Location: Taguig

Corporate Title: Junior Officer to Senior Manager

Work Arrangement: Hybrid

Our Corporate Credit team is looking for experienced professionals to join us in Taguig with the role of Agency Manager.

In this role you will manage the performance and productivity of assigned units to achieve delinquency, repossession, and resolution targets while supporting the auto business in meeting NIAT, PDR, NPL, and provision goals. You will also ensure timely customer issue resolution, act as alternate to team leadership when needed, coordinate with cross-functional teams, and oversee MIS reporting and related initiatives.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, and is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

We empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiative. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

What the role will entail

• Allocate auto loan accounts to agency coordinators and third-party personnel, considering historical performance, resource availability, and area concentration.
• Monitor team productivity and performance, ensure timely collection activities, and review repossession reports and related documentation for compliance.
• Coach and mentor coordinators and TPSP personnel, recommend strategies to improve team output, and handle client escalations when repossession requires negotiation.
• Manage administrative tasks including attendance, leave, overtime, and expense reimbursement in accordance with bank policies.
• Ensure maintenance of assigned service vehicles and adherence to quality, compliance, and customer service standards, including BSP and regulatory requirements.
• Analyze loan portfolio movement and formulate strategies for account segmentation, resource allocation, and bucket management to optimize recovery and efficiency.
• Control expenses for uncollected loans, maintain budget adherence, and develop action plans to improve collection outcomes while balancing customer service.

What we're looking for

• Bachelor's degree in either Accountancy, Management, Business, Finance or any related field; a Masters degree an advantage
• At least 5 years of supervisory or managerial experience, preferably in credit and collections, with advanced proficiency across commercial and consumer loan products.
• Strong knowledge of banking operations, regulations, and products, with excellent written and verbal communication skills to explain complex concepts clearly.
• Lead collaboration within the group to foster an inclusive work environment, enhance customer experience, and drive efficient, data-informed decision making.
• Manage resources, set and achieve objectives, and deliver high-quality outputs while identifying opportunities for process improvement and organizational efficiency.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth