Operations Manager - Collections - Financial Services

Key responsibilities:

- Lead, mentor, and manage a team of collection agents to ensure high performance and productivity

- Develop and implement efficient collection strategies to minimize delinquencies

- Ensure compliance with federal and state regulations governing debt collection practices

- Analyze collection data to identify trends, issues, and opportunities for process improvement

- Monitor team performance and provide regular feedback and coaching to drive continuous improvement

- Collaborate with cross-functional teams to streamline collection processes and enhance customer experience

- Prepare and present regular performance reports to senior management

- Oversee the development and maintenance of collection-related policies and procedures

- Manage vendor relationships and negotiate favorable terms for outsourced collection services

- Resolve escalated customer issues and complaints in a timely and professional manner

- Optimize resource allocation and workload distribution to maximize team efficiency

- Contribute to the development and implementation of collection-related technology solutions

- Participate in recruitment, training, and performance evaluation of collection staff

- Conduct regular audits to ensure adherence to compliance and quality standards

Required Qualifications:

- Bachelor's/masters degree in Business Administration, Finance, or related field

- Proven experience in collections management, preferably in a financial services environment

- Demonstrated leadership and team management capabilities

- Thorough understanding of collection laws and regulations

- Strong analytical skills with the ability to interpret data and make strategic decisions

- Excellent communication and interpersonal skills

- Ability to effectively prioritize and manage multiple tasks in a fast-paced environment

- Expertise in process improvement and change management

- Sound financial acumen and budget management skills

- Proficiency in using collection software and tools

- Ability to handle sensitive information with confidentiality and integrity

- Proven track record of meeting collection goals and KPIs

- Certification in Debt Collection Compliance (eg, ACA International) is a plus

- Knowledge of best practices in customer relationship management

- Strong decision-making and problem-solving abilities