General Manager Collections

Phillips & Cohen Associates, Ltd.

the global leader in estate account management with operations across the United States, United Kingdom, Canada, Australia, and New Zealand – is seeking an exceptional General Manager to lead our Gahanna, Ohio office.

This isn't just another management position. As General Manager, you'll be the driving force behind our operations, shaping recovery strategies, developing tomorrow's leaders, and directly impacting our company's growth trajectory. You'll work alongside senior leadership to engineer innovative operational strategies while inspiring and mentoring a talented team of managers.

• Partner with senior management to drive Operations revenue growth and implement breakthrough operational strategies
• Develop and optimize workflows that maximize production, revenue, and team effectiveness
• Monitor portfolio performance and recommend strategic adjustments based on data-driven insights

• Lead, inspire, and mentor Team Managers through our PCA Career Path program
• Identify and nurture emerging leaders to support our strategic vision
• Conduct performance reviews and champion professional growth across your team

• Oversee account portfolio management and recovery strategies
• Analyze recovery trends and implement solutions that balance productivity with quality
• Ensure compliance with all federal, state, and local regulations
• Provide regular performance reporting to senior executives

• Represent PCA at client meetings (virtual and on-site) with professionalism and expertise
• Collaborate with Client Services to maintain and strengthen client relationships
• Coordinate solutions for complex, high-stakes client initiatives

• Build and retain a capable, well-trained staff through strategic hiring and development
• Create schedules, approve timesheets, and maintain operational discipline
• Administer goals, control expenses, and ensure accountability across all levels

• 5+ years of successful management experience or equivalent
• High School diploma or equivalent (some college preferred)
• Extensive knowledge of debt collections best practices, policies, and procedures
• Working knowledge of call-center operations and management concepts
• Proven ability to successfully lead and develop large teams

• Experience with digital collections strategies
• Detail-oriented mindset with strong analytical skills
• Excellent client relations and communication abilities

• Work with the global leader in estate account management
• Lead a dynamic team in a well-established, growing organization
• Make a tangible impact on both strategy and people development
• Collaborate directly with senior leadership on high-level initiatives
• Be part of a company with international reach and resources

This position is on-site at our Gahanna, Ohio office, reporting directly to the SVP Operations, North America.

PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Director

• Full-time

• Management