Director, Portfolio Management

Great America is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth. We have also recently become a bank! We Are Looking to Add a Key Member to Our Operations Team! The Director of Portfolio Management is responsible for leading the Portfolio Management function including all facets of training, policy & procedure management, hiring and succession planning.

Success in this role means driving high standards for customer service, maintaining acceptable performance in handling all end user and customer interactions, continually driving process improvements and efficiencies, and employing a highly talented and engaged team that has strong relationships with our customers.

As a member of the Corporate Operations leadership team, it is imperative that this individual be a strong role model for the Great America principles and the Great America Experience.

The right candidate will have a vision for the Portfolio Management function and will drive strategic initiatives that move the function closer to that vision. They should have strong working relationships with leaders at all levels of the organization and be proactive in addressing any customer service and/or complaint issues with the appropriate leaders.

They will monitor internal trends with interaction performance and will also monitor industry trends to be able to anticipate future impacts on performance. They should be in tune with customer service and collections best practices outside of Great America and evaluate ideas for possible implementation.

The right candidate will proactively stay abreast of new markets, equipment and programs that Great America engages in to ensure that our customer service practices continue to meet the needs of the organization.

The director is responsible for setting metrics and staffing levels for the function for both the short term and the long term.

This individual will mentor and coach Portfolio Management functional leaders, as well as help to identify future leaders within and for the function.

• Establish portfolio management strategies which balance Customer relationships, risk mitigation, delinquency reduction, and financial performance
• Define and implement early-intervention approaches for addressing payment barriers before accounts progress into later-stage delinquency
• Guide the allocation of portfolio management resources based on business needs, risk, complexity, Customer needs, and expected outcomes
• Model and reinforce the organization’s culture by setting expectations for how the function leads, makes decisions, collaborates, and delivers results
• Communicate functional updates to appropriate business leadership
• Communicate achieved and forecasted results, identify performance gaps, and adapt strategies to meet established targets
• Escalate material portfolio risks, emerging trends, and control concerns to appropriate leadership
• Develop benchmarks to monitor performance and to determine staffing needs
• Build team capability through coaching, development, and meaningful opportunities that help the Portfolio Management team members reach their greatest potential
• Lead change adoption by establishing accountability, communication, measures, and reinforcement across the function and in partnership with appropriate business leaders
• Handle escalated Portfolio Management calls/situations
• Foster a culture of risk awareness and accountability by maintaining effective control environments, monitoring key risks, and driving continuous improvement in quality assurance…