We are seeking a Managing Director of Operations to join our Collection leadership team. The candidate will build a team responsible for the Collections Credit Card Strategy. 

In the Role

Strategic Leadership:

Partner with multiple Analytics Teams, Finance Partners, Product owners and Operations leaders to deliver on OMF Net Credit Loss and Expense results Develop and execute the operational strategy aligned with the company’s business goals. Collaborate with senior leadership to ensure the collection operations support overall company strategy. Change Champion for collections operations across all products working with Analytics and Insights team to ensure adoption and execution of testing plans. 

Operational Oversight:

Implement and monitor key performance indicators (KPIs) to track and improve operational performance. Monitor incentive programs and goal setting across all collection’s businesses. Challenge current metrics. Drive Dialer and SMS execution of daily campaigns. 

Team Leadership and Development:

Lead, mentor, and develop operational leaders, ensuring they have the necessary resources and guidance to manage their teams effectively. Foster a culture of continuous improvement and operational excellence across the teams. 

Financial Management:

Collaborate with finance teams to ensure accurate forecasting, budgeting, and financial reporting related to collection operations. Drive cost management initiatives and ensure operations are within budgetary constraints. Optimize site and resources strategy including use of vendors. 

Compliance and Risk Management:

Ensure that all collection activities comply with relevant regulations, company policies, and industry best practices. Identify, assess, and mitigate risks associated with collection operations. 

Process Improvement:

Identify and implement process improvements to enhance efficiency, reduce costs, and improve customer outcomes. Lead initiatives to automate and streamline collection processes where appropriate. 

Technology and Innovation:

Collaborate with IT and innovation teams to leverage technology in enhancing collection processes and systems. Stay abreast of industry trends and emerging technologies to drive innovation in collection operations. 

Customer Experience:

Ensure that collection practices are customer-centric, balancing the need for recovery with maintaining positive customer relationships. Lead initiatives to improve the customer experience within the collections process. 

Requirements

Bachelor’s Degree  8+ years of experience in financial services - including Credit Card and installment loans. 5+ years of leadership experience, building and prioritizing teams and objectives based on company strategy. 2+ years eternal vendor management, oversight experience 

Location: (Hybrid) Wilmington, DE