Head of Mediation & Negotiation
Full-time
FLIN
Responsibilities A. Creditor & Collections Network and Partnerships (25%)
- Leverage and expand an established personal network across the collections, recovery, and credit risk teams of banks, credit card issuers, online lending apps (OLAs), lending and financing companies, digital banks, BNPL providers, and third-party collection agencies.
- Negotiate and sign cooperation frameworks with creditors covering settlement discount ranges, restructuring terms, timelines, escalation contacts, and a protocol to pause or route collection activity through FLIN for enrolled customers.
- Lead high-value, complex, and multi-lender negotiations personally, including principal reductions, interest and penalty waivers, and structured payment plans.
- Represent FLIN with senior creditor stakeholders and relevant industry associations, positioning M&N as a responsible recovery channel that improves creditors’ resolution rates.
- Maintain an institutional lender-contact directory so that relationships are owned by FLIN, not by any one individual.
- Own the M&N P&L: revenue, customer acquisition cost, cost-to-serve, settlement success rate, and contribution margin.
- Track and report funnel and outcome metrics: enrollments, active cases, settlements closed, average discount secured, time-to-settlement, customer savings, revenue, and conversion to consolidation or refinancing.
- Design the commercial model (enrolment and success-fee structure, pricing tiers, payment terms) with Finance and Management; ensure every fee is transparent, disclosed, and defensible.
- Drive monthly enrolment, settlement, and revenue targets with a hands-on, closing-oriented sales mindset; step in on escalated and high-value customer conversations.
- Build B2B and referral channels, such as employer partnerships, HR and employee-wellness programs, and creditor referrals, to generate qualified, lower-cost demand.
- Review every commercial agreement, fee calculation, and settlement figure with close attention to detail before it reaches a customer or creditor.
- Design the end-to-end M&N customer journey: lead qualification, debt profiling, repayment-capacity assessment, customer authorisation, savings or set-aside plan, negotiation, settlement, and closure.
- Build negotiation playbooks: lender-wise discount patterns by DPD stage, optimal settlement sequencing for multi-lender cases, and timing strategies (e.g., month-end or quarter-end flexibility).
- Standardise documentation: letters of authority, settlement agreements, proof of payment, certificates of full payment or clearance, and credit-record update requests.
- Partner with Product and Tech to configure CRM/LoS workflows, dashboards, and AI-assisted tools that make the operation scalable and auditable.
- Define the conversion pathway from M&N into FLIN’s Loan Consolidation and Refinancing programs, adapting lessons from FLIN’s Indonesian M&N and Dana Talangan model.
- Hire, onboard, and lead the founding M&N team, then scale it in line with volume.
- Set clear KPIs, productivity benchmarks, call-quality standards, and a code of conduct; run regular coaching, call reviews, and performance discussions.
- Build a culture that is commercially driven, firm with creditors, and empathetic to customers under financial stress, consistent with FLIN’s values.
- Develop successors and team leads so that the vertical can scale beyond the founder.
- Ensure all M&N activities comply with applicable Philippine regulation, including the Financial Products and Services Consumer Protection Act (RA 11765), the Data Privacy Act (RA 10173), and the fair debt collection rules applicable to creditors (e.g., SEC Memorandum Circular No. 18, s. 2019 and BSP Circular No. 1133, s. 2021).
- Work with Legal and Compliance to confirm the appropriate licensing and operating structure for the M&N service, and maintain written customer consent and authorisation for every case.
- Ensure customer communication never promises guaranteed outcomes and that sales commitments match what FLIN can deliver.
- Maintain complete, audit-ready records of every negotiation, settlement, and payment.
- Bachelor’s degree in Finance, Economics, Business, Law, or a related field from a reputable university.
- 8–12 years of experience in collections, recovery, loan restructuring or settlement, credit operations, or debt-related sales in the Philippines, at banks, credit card issuers, OLAs, lending or financing companies, or collection agencies.
- An established, verifiable network with decision-makers in the collections and recovery teams of Philippine banks, OLAs, and credit/financing companies. This is a mandatory requirement, not a preference.
- Fluent in Filipino (Tagalog) with excellent professional English, written and spoken.
- Proficient in Excel or Google Sheets for analysis and reporting; comfortable with CRM/LoS platforms, dashboards, and AI productivity tools.
Vacancy posted 19 hours ago
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