Head, Payments

JOB SUMMARY

The Payments Head provides strategic leadership and oversight for MPOWER's end-to-end collection and payment ecosystem. Working closely with the Billing, and Retail Sales teams, this role is responsible for driving financial liquidity through the design and execution of robust collection strategies, while simultaneously enhancing customer experience by implementing innovative, secure, and multi-channel payment platforms with the Finance team.

Acting as a key subject matter expert, the Payments Head manages critical banking partnerships and monitors Service Level Agreements (SLAs) to ensure operational efficiency. The role leads a specialized team, providing high-level technical guidance on functional philosophies, risk management, and process optimization to ensure full alignment with corporate financial goals and regulatory compliance.

General Responsibilities

Strategic Payments & Transaction Management

• Develop and implement new payment options and customer-friendly platforms offered by various banks.
• Formulate and communicate standards, policies, and procedures for payment options such as ADA (Automatic Debit Arrangement), EFT (Electronic Fund Transfer), and OTC (Over-the-Counter).
• Manage payment transactions and monitor bank reconciliation, remittance of collections, and the resolution of unposted transactions.
• Oversee the integration and management of grouped, conglomerate, and special accounts payments.
• Analyze and report current collection rates and total amount collected to the Finance Team.

Operational Excellence & Risk Management

• Regularly review the Assessment of Risk and Control Management Analyses and the Payments Business Process.
• Identify and recommend solutions to payments-related problems and information system (CMS-RES) enhancements.
• Conduct process reviews to drive continuous improvements in payment workflows and the overall customer experience.
• Prepare and monitor annual team goals and action plans to ensure strategic alignment with corporate objectives.

Account & Delinquency Management

• Analyze payment behavior to profile and segment accounts for targeted collection strategies.
• Handle the management of delinquent customers, including complex negotiations and high-level customer visits.
• Oversee the disconnection and reconnection process via the Central Registration Body (CRB) and Meralco DU.
• Resolve escalated payment-related concerns and engage with key customers to strengthen business relationships.

Financial Compliance & Asset Management

• Oversee Security Deposit management, including assessments, interest earnings, and refunds for terminated accounts.
• Manage the transfer of Security Deposits from Meralco DU to MPOWER for newly switched accounts.
• Ensure compliance with PEZA certifications for Zero-VAT rated customers and maintain updated COR records.
• Monitor billing adjustments, pre-payments, Late Penalty Charges, and Prompt Payment Discounts.

Strategic Leadership & Resource Management

• Lead, coach, and provide technical guidance to team members on functional philosophies and operational principles.
• Analyze and evaluate the performance of contractors and monitor Service Level Agreements (SLAs) with accredited banks.
• Manage budget preparation and conduct regular reviews of CAPEX/OPEX utilization.
• Oversee the delivery of bills and critical communication messages across various electronic and physical channels.