Director, Collections & Recovery

The Collections Performance & Recovery Leader is responsible for leading managers and teams that drive customer debt resolution outcomes across the collections and recovery lifecycle. This role oversees both pre-charge off enablement activities and post-charge off operations including recovery optimization and loss mitigation efforts. The leader is accountable for the development and performance of teams responsible for collections training, communication, process enablement, operational readiness, recoveries, debt sales, forecasting, and other post-charge off recovery activities.

Through strong leadership, operational discipline, and cross-functional collaboration, the role ensures teams are equipped to execute consistently, deliver strong customer outcomes, maximize recoveries, and support enterprise financial objectives.

Leadership & Team Development

Lead multiple managers and teams responsible for collections performance enablement and recovery operations. Establish clear expectations, performance standards, and accountability measures across the organization. Build leadership capability within frontline and mid-level management teams. Foster a culture focused on continuous improvement, operational excellence, customer experience, and regulatory compliance. Develop succession plans and talent pipelines for critical leadership and specialist roles.

Collections Performance Team

Lead the enterprise collections performance enablement function, ensuring employees and leaders are prepared to successfully execute collection strategies and operational priorities. Oversee training, onboarding, communications, and knowledge management programs that drive workforce capability, consistency, and performance. Direct operational readiness and change management activities to support the successful implementation of new processes, technologies, and business initiatives. Establish performance objectives, governance practices, and continuous improvement initiatives that enhance employee effectiveness and collections results.

Post Charge Off

Lead the post-charge off recovery function, ensuring effective execution of recovery strategies that optimize recoveries and reduce losses. Oversee internal recovery teams, third-party agencies, and debt sale programs to drive strong operational, customer, and financial outcomes. Direct recovery process and portfolio optimization initiatives that improve recovery effectiveness, efficiency, and compliance. Establish performance management, governance, and reporting practices that enable data-driven decision making and accountability for recovery results.

Partner with department leaders and finance to establish annual recovery budgets and maintaining expenses within established thresholds to include vendor and employee costs.

Operational Performance Management

Establish performance metrics, reporting routines, and accountability processes across all functions to include monthly refresh of net loss and recovery forecasts. Monitor effectiveness of training, communications, and recovery programs. Identify root causes of performance gaps and drive corrective actions. Lead initiatives to improve productivity, quality, customer outcomes, and financial performance. Ensure resources are aligned to evolving business priorities and portfolio needs.

Business Partnership & Strategic Execution

Partner with Collections Strategy, Risk, Operations, Finance, Compliance, Legal, Vendor Management, and Technology teams. Translate strategic collection initiatives into frontline execution plans. Support implementation of new collection treatments, workflows, tools, and operational processes. Influence enterprise decisions through operational insights and performance…