Vice President of Operations

Unifund is on the verge of transforming how consumers pay down debt. In addition to continuing to execute on what’s been honed and perfected over 30 years, Unifund will blur the lines between collections and consumer support through alternative payment programs (ability to pay down debts with money alternatives) and effective digital engagement. In addition, Unifund is diversifying its revenue stream by more actively selling its capabilities, including proprietary scoring algorithms and master servicing of debt. All this while aggressively expanding our debt purchasing activity means we need very strong leadership to be a part of this new journey and lead people through strategy and execution.

The VP of Operations will be responsible for the strategy and execution of recovery activities on both owned and serviced debt portfolios. This includes the oversight of our vendors and business partners to ensure Unifund gets strong performance from our collection agencies and our attorney network, as well as leading and managing our internal litigation and support teams and client services. The successful candidate will be responsible for the collection P&L and operating within compliance.
Responsibility to:

• Establish a vision and strategy to accelerate and maximize pre-litigation collections.
• Work closely with the data and analytics team on account segmentation and optimization to ensure profitability with the right level of treatment.
• Implement or improv and maintain effective practices to attract and retain top talent within Operations. This includes interviewing, hiring, training, internal communication, winning hearts and minds of our employees, recognition programs, incentive plans, performance management practices and success planning.
• Oversee the selection of vendors for both collections and litigation, and ensure robust management and oversight of each one. Recruit new law firms and collection agencies, negotiate firm contracts and terminate firm contracts, when necessary. Determine inventory market share and ensure adequate coverage by state, as well as managing costs and revenue to meet company’s financial goals.
• Learn and follow litigation trends, understand state-level variances in litigation timers and causes of action, documentation requirements by state, and post-judgment liquidation options by state.
• Maintain outstanding relationships with both clients and vendors.
• Ensure operational vendors perform as expected and meet service level or performance agreements.
• Work closely with Alternative Payments team and attorney network members to implement effective outreach programs that engage consumers with offers and unique ways to pay down debt. Generally, play an active role in all consumer engagement strategies with the goal of increasing both collection and marketing results.
• Work closely with our web portal developer to ensure consumers have the best and most effective payment and service experience to reduce friction and increase payment plan completion.
• Work closely with our Sales and Business Development team to understand requirements of servicing clients and assist with smooth onboarding and relationship management.
• Create and grow a Client Success function ensuring clients coming to Unifund for servicing receive the support needed in terms of troubleshooting, reporting, and consulting, and to expand the relationships through up-selling/cross-selling other services.
• Elevate Operations and the Operations team within the business by effectively networking across the business and shining a light on outstanding work being done in Operations.
• Author regular network memos, maintain Attorney Network Handbook, and work instructions for Unifund’s Attorney Network and support staff.
• Partner with General Counsel’s team to negotiate resolution for volatile litigation, class action resolution, and to serve as a 30(b)6 witness and/or deponent on complex litigation matters.
• Fulfill duties as needed to serve as Inventory Manager or Attorney Network Director for various organizational SPVs; affiant for Settlement Agreements and Mutual Releases; affiant for Release of liens.
• Leverage technology to achieve goals through bulk and batch task items, as well as, working with IT to develop additional tools externally facing for partners.
• Other responsibilities as needed.

Qualifications:

• Positive and confident, yet a team player with low ego. Able to effectively collaborate and truly appreciate the perspective of others.
• Minimum 5 years of leadership and management experience; experience managing a virtual team preferred.
• Project Management Certification and/or Six Sigma and Lean Certification.
• Ability to write reports, business correspondence and procedural instructions.
• Ability to effectively present information and respond to questions from executives, managers, vendors, and other stakeholders.
• Financial and analytical acumen. Experience managing a P&L preferred. Experience establishing performance measurements, scorecards, and staffing models.
• Bachelor’s degree or higher preferred.

Knowledge, Skills and Abilities:

• Strong achiever mindset and goal-oriented; ability to adapt and work independently; willingness to dedicate more than 40 hours per week toward achieving goals.
• Solid understanding of vendor management and collections industry compliance and operations.
• Advanced in Excel; proficient in Word and Outlook.
• Ability to energize, influence, motive, manage, train and direct Attorney Network Partners, managers and employees to achieve results through others; communicate and build relationships while holding others accountable.
• Very strong communication skills to effectively exchange information; ability to learn quickly and communicate effectively, written and verbal, in order to interact with internal and external stakeholders.
• Ability to influence at all levels.
• Demonstrate a high level of continuous process improvement to ensure efficiency and compliance in collection industry and litigation.
• Ability to think strategically as well as be a pragmatic and decisive decision maker with the ability to assess, prioritize, engage to obtain consensus and to act.
• Ability and willingness to travel.

We recognize that candidates provide a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to the responsibilities and qualifications indicated above, please consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Unifund CCR, LLC is an equal opportunity employer. All applicants will be considered for employment with attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Job Type: Full-time

Salary : $98,500 - $125,000