Collections Operations Manager

Responsibilities

• Analyze current collections processes to identify productivity gaps, operational bottlenecks, and opportunities for improvement.
• Monitor and improve roll-back rates across delinquency segments.
• Evaluate the performance of treatment groups vs. control groups and implement improvements to increase recovery effectiveness month over month.
• Propose adjustments to collections strategies aimed at maximizing recovery performance and operational efficiency.
• Propose and run experiments and pilots to test new collections approaches including scripts, negotiation strategies, and process improvements.
• Monitor current portfolio performance and delinquent portfolio movement.
• Track roll and cure rates for 120+ DPD portfolios in terms of charge off accounts and outstanding balances.
• Track contactability rates and compare promises made vs. promises kept.
• Track recovery performance by channel and ...