Operations Manager
Core
Lead day-to-day collections operations for a financial services client, ensuring operational excellence, compliance, and high-quality customer experiences.
Role type
Senior IC Operations Manager (Collections)
Builds
Collections operations delivering customer, quality, productivity, and compliance outcomes
Domain
Financial Services / Collections
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
operational governance, performance management, team leadership, regulatory compliance, data analysis, process improvement, stakeholder management, action planning
Preferred skills
coaching and development, prioritization under pressure, continuous improvement mindset
Technologies
data and insight tools
Responsibilities
Lead Collections operations to deliver strong customer, quality, productivity, and compliance outcomes; Own performance against KPIs and SLAs using data to identify risks and trends; Ensure fair customer outcomes including support for vulnerable customers; Build strong client and stakeholder relationships; Lead, coach, and develop Team Leaders; Maintain a high-performance culture focused on customer experience; Ensure effective regulatory compliance and operational controls; Work with planning teams to ensure operational capacity
Seniority
Senior, hands-on IC