Collections Sr Department Leader

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YOUR RESPONSIBILITIES:

The responsibilities for this role are below; you may support projects of varying complexity based on skill and organizational priorities.

• Team and Product Line Leadership: Leads large-scale teams and/or multiple product lines within the Consumer Lending Collections function, with accountability for operational, vendor, customer, and financial risk management.
• Portfolio and Budget Management: Oversees the management of delinquency portfolios and departmental expense budgets to ensure financial discipline and performance.
• Operational Oversight: Oversees daily operations, productivity metrics, dialing strategies, scheduling, quality assurance, while ensuring compliance and operational excellence.
• Operational Excellence and Compliance: Drives operational excellence by managing risk, optimizing productivity, and identifying strategic opportunities for improvement. Ensures compliance with evolving regulatory requirements and internal policies.
• Complex Process Management: Manages complex operational processes such as SCRA, Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation, ensuring accuracy and consistency in execution.
• Process Improvement Implementation: Implements process and procedural updates to maintain compliance and operational efficiency across all teams and functions.
• Issue Management Leadership: Leads issue management efforts by assessing severity, assigning ownership, and driving resolution with transparency and urgency.
• Stakeholder Relationship Management: Establishes and maintains strong working relationships with internal partners across Business Controls, IT, Legal, Compliance, Product, Operations Support, Risk, and Finance, as well as external vendors and stakeholders.
• Strategic Initiative Execution: Partners with Risk Strategy and business support teams to execute strategic initiatives that enhance customer experience, reduce losses, manage expenses, and mitigate risk.
• Workforce Management: Collaborates with campus management, IT Risk, and technical support teams to manage a geographically dispersed workforce across in-office, hybrid, and remote environments.
• Leadership Delegation: Acts as a delegate for the Director of Consumer Lending Collections in various forums and serves as interim leader when required, ensuring continuity of leadership and strategic direction.
• Risk Issue Resolution: Ensures timely and effective resolution of issues that pose risk to the Bank, maintaining a culture of accountability and responsiveness.
• Regulatory Monitoring and Communication: Monitors changes in state and federal laws, implements necessary updates, and enhances communication effectiveness through cross-departmental coordination.
• Regulatory Compliance: Ensures compliance with all regulations related to collections and customer communications, and maintains accurate, up-to-date procedures that govern operations.
• Vendor Oversight: Provides daily oversight of offshore vendor operations, drives performance, and identifies process improvements while ensuring compliance with policies and procedures.
• Vendor Relationship Management: Manages all vendor relationships, including performance tracking, risk assessments, and due diligence, in collaboration with internal stakeholders.
• Contractual Compliance: Collaborates with IT to ensure vendor performance aligns with contractual obligations, including Letters of Engagement and Service Level Agreements.
• Offshore Team Support: Supports the design, delivery, and communication of departmental changes for offshore teams, ensuring staffing alignment and adherence to budget.
• Training Program Oversight: Oversees the development, enhancement, and sustainability of onboarding and continuing education programs for new and existing staff.
• Talent Management: Demonstrates leadership by hiring top talent, setting goals, developing staff, managing performance and compensation decisions, promoting teamwork, and addressing disciplinary matters as needed.
• Customer Experience Enhancement: Leverages customer sentiment and complaint data to enhance customer experience and streamline operational processes for greater efficiency.
• Loss Mitigation Strategy: Minimizes financial loss and maximize recoveries by leading high-performing teams and vendors, adapting strategies to meet evolving Bancorp and customer needs.
• Supervisory Responsibilities: Responsible for providi