Director of Operations

Company Description Harvest Strategy Group, Inc. (HSG) is an industry leader in accounts receivable recovery solutions, delivering best-in-class results for banks, credit unions, debt buyers, auto lenders, medical providers, and other financial institutions. HSG manages a nationwide network of carefully selected collection law firms and agency partners, providing clients with a single point of contact for comprehensive recovery services. The company’s model is powered by ProScore™, a proprietary legal recovery scoring tool that uses consumer-level and external data to optimize legal recovery decisions. With over 20 years of attorney and agency management expertise, HSG focuses exclusively on collection recovery, combining performance management, customer service, quality control, and compliance oversight to maximize recoveries while minimizing risk. Role Description The Director of Operations leads the day-to-day account and inventory operations that support Harvest Strategy Group. This role oversees the people, processes, systems, and controls responsible for account-level inventory management, supplier operations oversight, and fulfillment of client operational requirements. Suppliers include third-party collection agencies and law firms. The role focuses on operational leadership, service delivery, data integrity, process improvement, and team development. The Director ensures reliable execution and helps network partners achieve compliant, cost-effective recovery outcomes. The ideal candidate is a hands-on operations leader with experience managing complex receivables portfolios, strengthening operational controls, developing teams, and translating data into measurable improvements. This position does not directly manage consumer collections or call-center operations. Key Responsibilities Direct daily operations for inventory control, portfolio reconciliation, account maintenance, and account closures. Oversee account onboarding, placements, recalls, transfers, balance and status updates, and closures to ensure accurate, timely processing throughout the account lifecycle. Lead and develop assigned managers, analysts, and operational staff by setting clear priorities, planning workloads, providing coaching, managing performance, and supporting cross-training. Establish and maintain standard operating procedures, client-specific work instructions, service-level expectations, approval controls, and escalation procedures. Oversee inventory and account-data reconciliations and partner with Finance to resolve payment, balance, remittance, and reporting discrepancies. Identify and resolve operational exceptions, aging work queues, duplicate placements, missing records, and recurring processing errors through root-cause analysis and corrective action. Develop and monitor operational dashboards for processing timeliness, reconciliation accuracy, exception aging, document turnaround, productivity, and service-level performance.Escalate delayed items and facilitate timely resolution directly or through others. Monitor network suppliers’ adherence to account-handling, data, reporting, and contractual requirements.Communicate deficiencies and track corrective actions through resolution. Maintain audit-ready records, operational risk and issue logs, sensitive-data controls, and continuity procedures in partnership with Compliance and Technology. Provide operational training to network suppliers as needed to improve compliance. Assess supplier compliance with established operational standards, identify performance gaps and improvement opportunities across agency and attorney suppliers, and communicate required changes. Participate in supplier performance reviews and coordinate documented improvement plans with clear owners, milestones, and follow-up requirements. Remove operational barriers to recovery, including unresolved data issues and stalled account activity, while maintaining client requirements and compliance controls. Distribute Agency/Attorney Network Guides to suppliers and track required signatures. Execute inventory transfers for terminated firms. Support the new-client implementation team with onboarding and operational setup related to service-level agreements (SLAs), Agency/Attorney Network Guides (ANGs), supplier memos, and electronic data interchange (EDI) reporting. Lead new-supplier contracting, operational training, and EDI testing to support smooth integration. Collaborate with other departments to design and develop operational processes, coordinate with suppliers, and support new client reporting requirements and process improvements. Drive process redesign and automation to reduce manual work, improve accuracy, shorten turnaround times, and increase operational capacity. Assist with updates to Agency/Attorney Network Guides. Assist with updates to service-level agreements (SLAs). Assist with updates to supplier memos. Help triage new client reporting and procedure requests and develop related operational processes. Additional duties as assigned, consistent with the scope of the position. Qualifications Bachelor’s degree in Business, Operations Management, Finance, or a related field preferred; equivalent relevant experience will be considered. Eight or more years of progressive experience in accounts receivable management, third-party servicing, collections, or related financial operations, including three to five years of people leadership experience. Experience in a network management firm, master servicer, legal forwarding organization, debt buyer, or agency or law-firm servicing environment strongly preferred. Demonstrated experience leading operational teams and workflows beyond direct collector or call-center supervision. Strong understanding of account inventory management, reconciliations, documentation workflows, third-party servicing, and the receivables lifecycle. Proven success implementing operational controls, managing cross-functional projects, and delivering measurable process improvements. Strong analytical and problem-solving skills, proficiency in Excel and SQL, and the ability to interpret portfolio data and management reports. Working knowledge of consumer protection, collections, privacy, and data-security requirements relevant to receivables servicing and network oversight. Demonstrated ability to communicate clearly and professionally with suppliers and clients by phone and in writing, including explaining requirements, addressing deficiencies, coordinating corrective actions, and following issues through resolution. Demonstrated ability to manage competing priorities while holding teams and partners accountable. Work Environment This position operates in a professional office or hybrid environment supporting high-volume consumer receivable portfolios and third-party servicing operations. #J-18808-Ljbffr