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