Debt Recovery Manager

Debt Recovery Manager Key Responsibilities Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high‑performing work environment. Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity. Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections. Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance. Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets. Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices. Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks. Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience. Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities. Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision‑making and drive continuous improvement. Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets. Monitor expenses, analyze variances, and implement cost‑saving measures to ensure efficient use of resources and maximize return on investment. Qualifications Associate degree, certification or equivalent combination of training and experience. Minimum of 4 years of experience in debt collection, call center operations, or financial services management, with a managerial role. Strong leadership and people management skills, able to inspire, motivate, and empower teams. In‑depth knowledge of debt collection laws, regulations, and compliance requirements. Excellent analytical and problem‑solving skills, able to analyze data, identify trends, and make data‑driven decisions. Effective communication and interpersonal skills, able to interact with diverse stakeholders and influence outcomes. Proficiency in call center technology, CRM systems, and analytics tools. Strong project management skills, able to plan, organize, and execute initiatives on time and within budget. Ability to thrive in a fast‑paced, dynamic environment, prioritize competing demands, and adapt to changing business needs. Location and Background Requirements Must be authorized to work in the country where the job is based. Security and Screening Must be willing to submit a Level II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. Equal Opportunity Statement Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. MCI maintains a work environment free from discrimination and provides equal opportunity employment to all qualified individuals. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. The purpose of this job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required. You may be asked to perform other duties as needed. The employer has the right to revise this job description at any time. #J-18808-Ljbffr MCI