Senior Collections Manager

Senior Manager, Collections — Call Center Operations Location: On-site — Charlotte, NC Department: Operations Reports to: Site Director / VP of Operations Schedule: Full-time. Includes mandatory weekend coverage of one weekend day per week (Saturday or Sunday — not both), with the balance of the schedule Monday–Friday. Summary: We are seeking an experienced Senior Manager to lead our Collections operation in a fast-paced call center environment. This leader will own the performance of a multi-team collections program focused on soft (early-stage) collections, driving results through a group of Operations Managers and their supervisor teams. The ideal candidate brings a banking or financial services background and a proven record of leading leaders, not just agents. Key Responsibilities Lead day-to-day collections operations across multiple teams, with Operations Manager/Managers/Supervisors as direct reports Own program KPIs, including recovery/cure rates, promise-to-pay conversion, right-party contacts, quality, compliance, attendance, and attrition Drive a customer‑first, soft‑collections approach — empathy‑based conversations that protect the client's brand while achieving financial outcomes Serve as a senior point of contact for the client: business reviews, performance readouts, action plans, and escalations Coach and develop Managers and Supervisors; build bench strength and succession plans Partner with Recruiting, Training, WFM, and Quality to improve new‑hire readiness, staffing accuracy, and schedule clarity Ensure full compliance with all applicable regulations and client policies (e.g., FDCPA, UDAAP, TCPA, state collection laws) Analyze performance data to identify trends, root causes, and improvement opportunities; present findings and plans to senior leadership Foster an engaged, accountable site culture with strong recognition and communication practices Required Qualifications Minimum 5 years in a Senior Manager (or equivalent) role with Managers as direct reports Collections experience, with emphasis on soft/early‑stage collections Banking or financial services industry background strongly preferred (credit card, consumer lending, retail banking) Call center / BPO operations leadership experience Demonstrated success managing KPIs and client SLAs in a metrics‑driven environment Strong working knowledge of collections compliance requirements (FDCPA and related) Excellent client‑facing communication and presentation skills Ability to work a schedule that includes one mandatory weekend day (Saturday or Sunday) each week Preferred Qualifications Experience supporting a major financial services client in a BPO/outsourced environment Experience with workforce management, dialer strategy, and quality programs Bachelor's degree in Business, Finance, or a related field (or equivalent experience) What Success Looks Like Consistent attainment of client KPIs and financial targets Improved new‑hire graduation, retention, and speed‑to‑proficiency A management team that is developed, trusted, and promotable A strong, transparent client relationship built on delivery #J-18808-Ljbffr