Collection Operations Manager

The Collection Operations Manager is responsible for the collections and recoveries operations of a specific department of McCarthy, Burgess & Wolff, Inc. (MBW), including all aspects of operational management, performance, and quality. The Operations Manager oversees one industry-specific business unit collection department, the staff within those units, and the duties and accomplishments of those units. The Operations Manager is responsible for Collection Supervisors, who manage the production of the collection agents. Additionally, the Operations Manager ensures compliance with SSAE 18, ISO 27001, and all relevant state, regulatory and client requirements within the business units s/he oversees.

• Manages, trains, mentors, guides, and directs Collection Supervisors, and collection agents, ensuring professional development aimed at building bench strength of management and supervisory candidates to draw on as company grows.
  • Delivers performance feedback, including performance appraisals, development action plans, and disciplinary actions.
  • Facilitates team meetings and training sessions.
  • Analyzes reports and statistical data to improve operational performance.
  • Optimizes daily workload volumes and prioritizes work efforts for Collection staff.
  • Manages inventory levels, staffing needs, segmentation, and reporting.
  • Provides motivation, coaching, and development to meet and exceed departmental goals.
• Drives team performance and delivers on critical performance measurements including team productivity, efficiency, staffing, and quality.
• Fosters a team environment to promote the highest level of services to all MBW clients with a goal of achieving the number one competitive position in the marketplace.
• Continually recruits, interviews, and hires qualified employees.
• Oversees front-line hiring, training, and coaching.
• Optimizes daily workload volumes and prioritizes work efforts for entire collection staff.
• Manages inventory levels, staffing needs, segmentation, and reporting.
• Prepares collections forecast for each business unit and monitors actual vs. forecasted performance.
• Develops manual and dialer collection strategies.
• Enforces strict adherence to all processes and protocols for effective debt collection in accordance with Federal and State laws and in accordance with the requirements of MBW and its clients.
• Builds collaborative business partner relationships with stakeholder groups (e.g., HR, IT, Executive Management) to optimize results.
• Leads continuous improvement initiatives in the collection process and results while working in cooperation with other departments.
• Reads, comprehends, adheres to, and enforces any and all applicable ISO policies.