Collections Operations Manager

Careers At Stellantis Financial Services

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Manages and coordinates the activities of workers engaged in collecting delinquent payments for auto loan accounts from customers by performing the following duties. Responsible for forecasting, scheduling, reporting, auditing, and real time management of collection center operations. Analyze workforce metrics, trends/patterns, and resource allocation to meet organizational needs. ?

The position will be responsible for the daily management of collection center service levels and auditing. Develop and analyze scheduled and ad hoc reports.?

The position will require a considerable degree of operational and strategic coordination with multiple internal and external partners (Directors, Team Managers, Vendors, and other function departments).? Maintains awareness of schedule adherence, productivity, performance levels and ensures staff are informed in a timely manner of relevant policies and processes

Manages and trains associates to meet departmental goals while ensuring compliance with company policies, providing constructive feedback, and fostering a cohesive team environment.

• Reviews accounts for potential repossession or legal action, assists with challenging collection cases, and addresses escalated customer and operational issues with solutions-oriented strategies.

Analyzes performance data to manage business results and improve associate productivity, making strategic decisions based on analytical insights to prioritize and achieve targets.

Maintains a high level of professionalism, treating all contacts courteously, and excels in verbal, written, and presentation skills, with proficiency in Microsoft Office applications.

Demonstrates strong problem-solving abilities, attention to detail, and strategic thinking, with experience in project management and process improvement.

Exhibits flexibility to meet changing shift requirements and ensures strict adherence to ethical standards and protection of sensitive consumer information.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

A minimum of 5 years of experience in Quality Control roles and at least 3 years in a collections call center environment, with a strong emphasis on compliance, performance optimization, and customer resolution.

Minimum 5 years in a leadership role.

Overtime required – required on an as needed basis.

Travel 0-10% - as required on an as needed basis.

Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

The work environment…