Team Leader - Collections + CSE
eClerx · Muntinlupa
Team Leader / Supervisor – Credit Control & Customer Service (APAC)
Purpose of the Role
The Supervisor – Credit Control & Customer Service (APAC) is responsible for leading teams supporting regional collections, credit monitoring, and customer service activities. This role ensures timely recovery of receivables, high-quality customer interactions, and adherence to operational standards. The position drives team performance, resolves escalations, and collaborates with internal and external stakeholders to support financial and customer experience objectives across the APAC region.
Key Responsibilities
Operations Oversight
Supervise daily Credit Control and CSR operations across APAC markets
Ensure timely collections follow-ups, dispute resolution, and account monitoring
Oversee handling of customer inquiries related to billing, payments, and service requests
Maintain SLA adherence, productivity, and quality standards
Identify and implement process improvements to enhance efficiency and customer experience
Credit & Customer Management
Monitor AR aging and support collection strategy execution
Review escalated disputes, payment issues, and customer concerns
Ensure compliance with credit policies and escalation procedures
Maintain strong relationships with customers, internal stakeholders, and partners
Team Leadership
Lead, coach, and develop team members across both functions
Conduct performance management, feedback sessions, and skill development
Manage staffing coverage across time zones and workload distribution
Promote a culture of accountability, collaboration, and service excellence
Reporting & Performance Monitoring
Track KPIs including aging metrics, resolution time, productivity, and customer satisfaction
Prepare and present operational reports and insights
Identify trends, risks, and improvement opportunities
Compliance & Governance
Ensure adherence to internal controls, data privacy standards, and audit requirements
Maintain documentation accuracy and process consistency
Support audit activities when required
Qualifications & Experience
Bachelor’s degree in Accounting, Finance, Business, or related field
4–6+ years experience in Credit Control, AR, or Customer Service operations
1–2+ years supervisory or leadership experience
Experience supporting multi-market or APAC environments preferred
Familiarity with ERP and CRM platforms
Strong Excel and reporting skills
Key Competencies
Leadership & Coaching
Customer & Stakeholder Management
Negotiation & Conflict Resolution
Analytical & Problem-Solving Skills
Communication Across Cultures
Operational Execution
Success Metrics
AR aging and collection effectiveness
SLA and quality performance
Customer satisfaction and escalation resolution
Team productivity and engagement
Compliance and audit readiness