Director, Collections Operations

How will you drive value within the organization as a Director, Collections Operations?

Oversee the assigned operational team(s) for the company to ensure company goals are achieved

Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives

Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations

Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary

Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters

Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations

Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company

Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste

Partner with Legal and Compliance departments to monitor departmental compliance with consumer finance industry laws and regulations, and take appropriate action to establish compliance when necessary

Drive innovative solutions to improve the customer experience

Ensure department level procedures are adequately developed, trained to, and followed to ensure proper quality

Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers

Create a highly engaging work environment to attract, develop, and retain talent

Build strategic alliances inside the organization to maximize business opportunities and persuade partners to take actions that align with the company’s business strategy and growth plan

Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results

Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management

Perform additional assignments and special projects as required by the needs of the company or as directed by management

What should you already know to be successful in this role as a Director, Collections Operations?

Minimum of bachelor’s degree required

Minimum of ten (10) years’ experience in auto finance originations and/or servicing, finance operations, or a related field required

Minimum of five (5) years’ experience building and leading teams and managers required, including the ability to hire, develop, motivate and deploy human resources to build a highly engaged and high performing team

Excellent critical thinking, problem-solving, and decision-making skills

Demonstrated ability to establish and enhance processes and leverage technology to improve business results

Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness

Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

Strong verbal and written communication skills

Team player that can adapt in a fast pace and changing environment

Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required

Excellent organizational skills with high attention to detail and demonstrated ability to effectively establish and manage multiple conflicting priorities

Commitment to exemplifying the organizational core values and key competencies

Ability to think strategically and deliver tactically

Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

Remain in a stationary position up to 100% of the workday

Constantly operate a computer and other standard office equipment

Involve application of manual skills requiring motor coordination in combination with finger dexterity

Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading

Lift up to 25 pounds