Manager, Call Center Operations

** When you join Sallie Mae, you become a champion for all students.*
* We're on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We're changing. Because students need a better way.

We're looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students-and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It's where you're empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you-from physical and mental to financial and professional. You'll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We're obsessed with impact and making a real difference. For us, that means putting relationships first, asking "why not?" when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

** What You'll Contribute*
* The Manager, Collections, is accountable for end-to-end performance of a defined portfolio, driving delinquency reduction, liquidation performance, and customer resolution strategies. This role blends operational leadership, data-driven strategy, and compliance oversight to deliver results while maintaining a customer-first approach.

** What You'll Do*
* + Own performance of a defined delinquency portfolio including cure rate, account progression, liquidation, and overall portfolio health.

+ Execute targeted collection strategies to improve customer resolution outcomes and optimize performance.

+ Lead daily operations, ensuring consistent execution of call strategies, queue management, and workflow prioritization aligned to business goals.

+ Monitor and analyze performance trends, leveraging data to identify gaps, adjust strategies, and drive continuous improvement.

+ Hold direct accountability for team results, including productivity, quality, adherence, and compliance metrics.

+ Coach and develop a team of supervisors and/or front-line collectors, providing real-time feedback, performance management, and career development support.

+ Drive a culture of ownership and accountability, ensuring each team member understands their impact on portfolio performance.

+ Partner cross-functionally with risk, strategy, analytics, compliance, and operations teams to influence and implement process improvements.

+ Manage and resolve escalated customer situations, including complex disputes, hardship cases, and customized resolution strategies.

+ Ensure all collection activities adhere to regulatory requirements (and internal policies, maintaining strong audit readiness.

+ Identify opportunities to improve efficiency through process enhancements and workflow optimization.

+ Deliver clear, data-driven reporting and insights to senior leadership, including performance drivers, risks, and action plans.

_The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role._

** What you must have*
* + 3+ years proven track record of driving measurable results in a high-performance, metric-driven environment.

+ Strong ability to analyze data, identify trends, and translate insights into actionable strategies that improve performance.

+ Experience leading and developing teams, with a focus on accountability, coaching, and continuous performance improvement.

+ Demonstrated success managing KPIs and performance targets, with ownership of outcomes at a team or portfolio level.

+ Ability to operate in a fast-paced, results-oriented environment, managing competing priorities while maintaining focus on key objectives.

+ Strong problem-solving skills, with the ability to navigate complex situations and make sound, timely decisions.

+ Excellent communication and influencing skills, with the ability to engage stakeholders and drive alignment across teams.

+ Working knowledge of compliance, risk, or regulated environments, with the ability to balance performance objectives and operational controls.

Preferred:
Indicate "nice to haves" regarding education, skills, and experience.

+ Bachelor's degree in Business, Finance, or related field.

+ Experience in collections, call center operations, financial services, or other…