Director for Collections Operations

About the Role

We are seeking a dynamic, result-driven Executive Leader for Operations to oversee our financial operations framework, with a focused emphasis on Credit Risk Management, Overlimit/Delinquency Control, and Commercial & Consumer Collections.

Key Responsibilities

• Operational Leadership & Scaling: Direct end-to-end daily operations across multi-tiered management teams and large-scale delivery groups , ensuring strict adherence to Service Level Agreements (SLAs), transactional efficiency, and key business metrics.
• Credit Risk & Collections Management: Formulate and execute robust strategies for credit risk mitigation, delinquency flow rate management, overlimit handling, and debt collection agency oversight to minimize credit losses and reduce cost-to-collect.
• Client & Executive Stakeholder Alignment: Act as the primary operational contact for key global clients. Facilitate daily, weekly, and monthly operational reviews, mediate sensitive client issues, and ensure operational strategies align with client goals.
• Financial & Budgetary Control: Manage operational budgets, conduct cost-benefit analyses, and implement strategic cost-cutting/efficiency initiatives to maintain low cost-to-collect and maximize account margins.
• Process Optimization & Compliance: Drive continuous process improvement initiatives, regulatory compliance, and adherence to risk policies promulgated by financial regulatory bodies.
• Workforce & Talent Strategy: Oversee workforce management, seat utilization, capacity planning, recruitment interviewing, and retention programs to optimize floor productivity and manage attrition/shrinkage.
• Leadership Development: Mentor and coach Front Line Managers and Operations Managers, fostering a high-performance culture focused on accountability, continuous coaching, and employee engagement.

Qualifications

• Proven Track Record: 10+ years of progressive leadership experience in Banking, BPO, and Shared Services, with demonstrated success managing B2B collections, auto financial accounts, and credit/collections portfolios.
• Scale Experience: Direct experience managing large operational units with a focus on delinquency control, front-end/skip tracing, and multi-tier operational leadership.
• Domain Expertise: Expertise in credit risk mitigation, debt recovery strategies, regulatory compliance, and budget/financial management.
• Stakeholder Management: Exceptional executive presence with a track record of driving client satisfaction, leading executive QBRs/MBRs, and negotiating complex operational requirements.
• People Leadership: Strong focus on performance coaching, manager development, workforce utilization, and talent retention strategies