Manager

Assistant Manager, CollectionsThe USRM Collections Team collects unpaid premiums for Small Commercial and Personal Lines as well as Small and Large Claims deductibles. We partner closely with Billing Operations, Premium Audit, Underwriting, and Agency Bill, manage the efforts of our outside collection agencies, and work with in-house and external legal counsel.As Assistant Manager, you will lead a team comprising Collectors, the Senior Receivables Analyst, and Support staff, along with the team's daily operations and our external collection vendors while delivering quality service. You will help to drive recovery and profitability results, assist in strategic project work including billing modernization, and build and sustain a high-performing team, exercising independent judgment and reporting to the Collections Manager on team performance. Strong analytical, negotiation, and leadership skills are essential, along with proven stakeholder relationship management and the ability to travel to attend trials, mediations, and arbitrations.This position may have in-office requirements dependent upon candidate location.Job Responsibilities:Lead daily operations: Establish priorities, coach to key performance indicators, resolve escalations, and coordinate with other leaders and our strategic partners — including our Collection Vendors and EXL (our outsourced operations partner) so work is appropriately prioritized and distributed to consistently meet SLAs and department metrics.Manage and develop the team: Set objectives, conduct merit and salary reviews, provide coaching and feedback, and support growth to retain top talent and strengthen team development.Drive financial performance: Lead the team to achieve recovery rate targets and support the enterprise Small Commercial charge-off goal; increase net recoveries, reduce charge-offs, and exercise expense discipline, driving vendor and EXL utilization to lower operating and overtime expense.Advance strategic projects: Lead billing modernization milestones, including platform conversions and CollectOne integrations for agency and direct bill workflows, while supporting CollectOne enhancements, special projects, and other strategic priorities.Ensure compliance, quality, and controls: Monitor adherence to policies and procedures across both financial transactions and service, identify trends in activities and outcomes, and hold the team to quality measures and service standards.Own the customer and employee experience: Drive employee Net Promoter Score (eNPS) and employee survey measures through regular engagement check-ins, concrete action plans, development, and recognition; use voice-of-customer input and interaction-trend analysis to improve processes, systems, and training and reduce interaction volumes.Lead change and continuous improvement: Clearly communicate the strategic vision for Collections, challenge the status quo, expand automation and agile problem-solving, model responsible adoption of generative AI and emerging technologies, and embed inclusion and Employee Resource Group (ERG) engagement into team culture.Support and negotiate settlement decisions: Approve offers above the Senior Receivables Analyst's authority, negotiate complex or high-exposure accounts, advise on legal direction to reduce charge-offs and expenses, and serve as the team's escalation point and backup witness for trials, mediations, and arbitrations as needed.Leadership: Coaching, feedback, planning, delegation, and getting results through others.Preferred Qualifications:Bachelor's degree or equivalent, preferably in Accounting, Finance, Economics, or Business Management, plus 5–7 years of progressively responsible experience in collections, billing operations, or a related financial services function. A Paralegal Certificate is a plus.Strong oral, written, and interpersonal communication and project management skills are required.Ability to identify and resolve issues and present information in a clear manner.Communication & Influence: Negotiation, stakeholder management, verbal and visual presentation, storyboarding, and problem solving.Knowledge of insurance products and programs in a customer service environment is a plus.Experience with Collections and Business Lines Billing systems and applications is strongly preferred (e.g., Majesco, At Work, and CollectOne).Experience managing third-party vendor relationships and SLA performance is preferred.Familiarity with data analytics or reporting tools (e.g., Power BI, Excel advanced functions) is a plus.This role requires the ability to travel, with or without advance notice, to attend trials in person for the team if needed.QualificationsA Bachelor's degree in Accounting or Business or equivalent training is required. MBA or MS preferred.5-7 years of progressively more responsible work experience in financial operations, including 2 years supervisory experience required.Strong oral, written, and interpersonal communication and project management skills required.About Us:Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve. We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law. Fair Chance NoticesCaliforniaLos Angeles IncorporatedLos Angeles UnincorporatedPhiladelphiaSan Francisco