Collections Manager III - Credit Card Collections

Do you have a passion for leading a large team and providing the best in class experience? We need a strong leader to join our Collections Group. Our Collections group creates and delivers the right solutions by partnering with our customers to provide the right solutions for past due credit card accounts. Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.

As a Collections Manager III – Credit Card Collections, you will lead a site of about 200 employees. You will drive performance, building a winning culture and lead important business initiatives for the firm. You will create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. 

Job Responsibilities: 

• Develop and lead a site of collections specialists, Team Leaders and Division Leaders
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.
• Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.  
• Lead process improvement efforts across multiple sites to enhance business results and customers experience. Provide leadership to direct reports with emphasis on staff and skills development, while reinforcing organizational culture of managerial accountability and employee engagement
• Support and lead strategies to improve business results along with recommending and implementing enhancements to improve effectiveness and efficiency of services and systems
• Identify ways to support Diversity and Inclusion 

Required qualification, capabilities, and skills:

• 10 years leadership experience
• Previous financial experience
• Strong knowledge interpreting and analyzing data
• Experience leading large groups of at least 200 employees in a call center environment
• Ability to influence internal and external business partners

Preferred qualifications, capabilities, and skills:

• Collections experience preferred
• Advanced proficiency with computer functions strongly preferred
• Strong verbal and written communication skills
• Relationship management
• Bachelor's Degree