AVP, Collections Multi-Stage

Role Summary/Purpose

In this role, the Assistant Vice President for Collections is responsible for leading and managing a midsize inbound/outbound or manual outbound collections call center unit servicing one or more portfolios, including direct leadership of frontline portfolio control managers. Supervisory responsibilities and leadership of people are part of all work activities. Nature of impact through shared responsibility for volume, quality, and timeliness of end results. Area of impact is primarily on closely related work teams.

Essential Responsibilities

• Lead and manage call center unit of approximately 100-150 associates and 8+ exempts on inbound/outbound collections and manual outbound collections for Retail Card, Payment Solutions & CareCredit platforms
• Direct leadership of frontline Portfolio Control Team Managers.
• Identify opportunities to leverage existing collections infrastructure, competencies and skill sets to maximize collections effectiveness while optimizing expenses and core collections performance.
• Partner with appropriate resources in collections operations, outsourcing, strategy risk and other key stakeholders to ensure timely implementation of strategies and alignment with portfolio goals.
• Analyze performance, including trends, results, collector metrics, strategies, performance problems and develop/implement action plans.
• Provide regular progress and performance updates as necessary to VP Collections and Collections leadership team.
• Develop Portfolio Control Team Managers and frontline associates on an individual and team basis.
• Uses judgment based on the analysis of information.

Qualifications/Requirements

• Bachelors degree with a minimum of 2 years experience in financial services collections, operations, or customer service; or, in lieu of a degree, a minimum of 6 years relevant experience.
• Minimum of 3 years of leadership experience in a call center environment, including direct management of people managers, with demonstrated strengths in data analysis and team development.
• Full professional fluency in English.

Desired Characteristics

• Experience in a financial services collections function.
• Ability to drive initiatives that will improve performance.
• Excellent analytical and problem solving skills.
• Demonstrated superior project management skills.
• Strong/demonstrated relationship building skills.
• Excellent influencing, interpersonal and communication skills.
• Ability to interact with an influence all levels of senior leadership.
• Willingness to be flexible and open to change Global mindset.
• Strong PC proficiency (Microsoft Suite including: Word, Excel, PowerPoint, and Outlook) or comparable software application.