Sr. Manager, Debt Collection + Recovery

About the Team/Role

This role is responsible for managing at risk and late stage collections and debt recovery functions across multiple lines of business, managing execution of the strategies and resources to recover outstanding debts and minimize financial risk to the organization.  This role will frequently partner with the Workforce Manager to ensure efficient and effective deployment of resources.   

Functional Area Oversight:

• Collections + Debt Recovery:  Oversight of medium to high value at risk or late stage collections efforts where collections strategies may involve more intricate negotiations and personalized approaches to secure payments.  

How you'll make an impact

Operations Management

• Create, maintain and drive adherence against service strategies and operational plans.  

• Constantly strive to increase productivity, efficiency, and results by initiating process improvements and advocating for technology enablers.

• Responsible for ensuring that solutions are scalable, sustainable and successfully balance the business need and risk.  

• Leverage technology and automation to streamline workflows and reduce manual effort.

• Serve as a change agent for continuous improvement though new/refined/enhanced methodologies. 

• Define, document, and trend individual and team Key Performance and Key Risk Indicators.

• Generate regular reports on medium to high risk collections and debt recovery metrics, highlighting trends, areas of improvement, and key performance indicators.

• Drive Scorecard reporting for upstream and adjacent internal stakeholders providing commentary and insight around collections productivity, the quality and results of recovery efforts.

• Work with the Workforce Manager on capacity planning, pipeline management, scheduling and resource management.

• Work with the Workforce Manager to maximize productivity and ensure that systems are in place to measure capacity utilization.

People Management

• Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning 

• Oversee and guide the development and delivery of training plans, programs and documentation. 

• Motivate and inspire the team and monitor and cultivate employee satisfaction and engagement.

• Productivity and quality tracking, both team and individual, to ensure optimal performance.

• Expense management to departmental budget, goals and operational scale. 

• Capacity planning and resource deployment strategy

• Provide coaching and guidance to leader direct reports, inclusive of processes for progressive discipline, employee engagement, and other key staff management responsibilities.     

Stakeholder Management

• Communications management across broad constituencies – internal associates, management, and senior team if/when applicable and external across various levels of the client organization.

• Responsible for productive collaboration across a broad group of internal stakeholders, including but not limited to Relationship/Client Managers, Account Management, WEX Bank, Contact Center, Cash Application, Implementation, Product and Sales, effectively balancing business needs with risk and scale objectives.  

Project Management

• Work with the Business Process Analyst on the creation of and presentation of business proposals for technology enablers or development and implementation once delivered.  

• Work with the Business Process Analyst to facilitate the rollout and stabilization of new business processes and/or features and functionality.

• Responsible for engagement of resources into all applicable projects and/or company initiatives that may impact the operations.  

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties