Group Manager, Operations

Job Description

Job Description

The Group Manager, Operations leads the day-to-day performance and strategic execution of a Consumer Support Services team responsible for consumer dispute investigations and inquiry management. This role oversees both back-office dispute resolution functions and front-line phone operations, ensuring a seamless, high-quality, and compliant consumer experience.

The position is accountable for managing Specialist teams who handle written and phone-based consumer inquiries, including direct oversight of phone specialists and ownership of escalated calls. The Group Manager also plays a critical role in reinforcing quality standards by reviewing and delivering feedback on QA evaluations to drive continuous improvement.

This role requires close collaboration with internal stakeholders, external partners, and cross-functional teams, as well as a strong understanding of dispute resolution processes, regulatory requirements, and customer interaction best practices.

RESPONSIBILITIES

Team Leadership & Performance Management

• Lead, coach, and develop Specialists and phone agents to drive engagement and results
• Set expectations and ensure accountability across written and phone-based work

Quality, QA Oversight & Consumer Experience 

• Ensure quality, accuracy, and timeliness of dispute investigations and consumer interactions
• Deliver actionable feedback from QA reviews and drive continuous performance improvement

Escalations & Call Oversight

• Manage escalated inquiries, including handling complex or sensitive consumer calls
• Provide real-time support and guidance to team members during escalations

Process Strategy, Analytics & Continuous Improvement 

• Develop and refine processes while analyzing performance metrics and QA trends
• Lead initiatives to improve efficiency, outcomes, and overall operational performance

Stakeholder & Partner Management

• Build and maintain relationships with internal teams and external partners
• Act as a key point of contact for escalations and operational alignment

Compliance, Risk & Training

• Ensure adherence to regulatory requirements and identify potential risks
• Support onboarding and ongoing training, reinforcing best practices and standards

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma

EXPERIENCE: 1-3 years’ experience in a People Management role

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Proficient in MS Office
• Program or relationship management skills as well as strong people management skills

PREFERRED QUALIFICATIONS

EDUCATION: Bachelor's FIELD OF STUDY: Business related field

EXPERIENCE: 1-2 years’ experience in Financial Services

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Advanced proficiency in MS Office, particularly MS Excel
• Superior verbal and written communication skills
• Detailed-oriented with demonstrated ability to manage/motivate people

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law.

Company Description

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.\n\nEncore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law.