Manager, Customer Resiliency Operations
Core
Lead a team of operations associates to manage third-party collection and recovery agencies and law firms, ensuring regulatory compliance and optimizing recovery performance for customers in financial difficulty.
Role type
Manager, Customer Resiliency Operations (Vendor Management)
Builds
Outsourced collection and recovery agency network
Domain
Financial Services / Collections & Recoveries
Deliverable
client delivery
Required skills
People leadership, outsourced supplier management, workforce management analytics, strategic planning, cross-functional stakeholder management, process improvement, budgeting and cost optimization
Preferred skills
Customer service operations experience, BPO scaling experience, Lean Six Sigma, financial services consulting experience
Technologies
None explicitly stated
Responsibilities
Manage and coach a team of 3 operations associates; Develop future footprint strategy for agency and law firm network; Identify and implement technology opportunities for operational efficiency; Analyze operational data to guide production activities and manage OpEx; Partner with third-party agencies to meet KPIs and compliance standards; Lead strategic initiatives for agency onboarding and process enhancements; Collaborate with internal partners (Risk, Compliance, QA, Tech) to support external partners
Seniority
Manager, hands-on leadership