Job Overview
This position involves the supervision and coordination of the daily activities of Managers, Supervisors, and Collections Agents. The Director, Operations reports to the Vice President, Operations.
Duties
- Ensure portfolio recovery results are leading competitor average performance
- Audit and measure staff performance regularly to ensure compliance with client directives and regulatory environments
- Develop work plans and strategies to maximize performance (in conjunction with our Analytics Department)
- Analyze program specific business problems and opportunities for improvement and utilize other internal resources, develop solutions, and process improvements
- Train, develop and motivate staff to deliver exceptional performance while aligning with TCR’s goals and objectives
- Provide support and direction during client meetings, or other client growth opportunities
- Effectively communicate with client representatives at both junior and senior levels
- Interact with the IT department for project requests, problem resolutions and business process improvement measures
- Maintain proper staffing requirements at all operational levels including managers and supervisors
- Assist in preparation of responses to requests for information or audit responses
- Build strong working relationships with clients and other TCR affiliates
- Be aware of departmental compliance and policy requirements (regulatory and enterprise) and ensure that direct reports follow and abide by these requirements
- Identify performance or compliance deficiencies and communicate effective corrective action
- Perform performance counseling with those employees who are not meeting performance objectives
- Understand and enforce company-wide security and operational policies and requirements
- Mentorship of management personnel
- Other duties as assigned
Qualifications
- Post- secondary degree
- 5-10 years management experience in third party collections operations or related field
- Proven track record as a team leader with an understanding of management practices
- Demonstrated project and budget management skills
- Thorough knowledge of provincial and regulatory regulations
- Strong business acumen with a broad understanding of fundamental business principles
- Analytical problem-solving skills with impeccable attention to detail
- Ability to set overall strategy and drive process improvement
- Excellent oral and written communication skills
- Strong interpersonal skills with ability to collaborate and build a consensus in a high-pressure environment
We thank all applicants for their interest, however only those selected for an interview will be contacted.
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Pay: $80,000.00-$110,000.00 per year
Work Location: In person
