Head of Operations & Business Management

Segoso Caribbean is seeking a strategic, results-driven, and highly experienced Director of Operations to join our leadership team in Jamaica. As a leader in the Accounts Receivable Management (ARM) space, we are looking for a visionary operations professional to spearhead our local operations, drive department growth, improve competitive performance, and develop high-performing Collection Managers.

This role reports directly to the VP of Operations and is designed for a high performer with the ambition, leadership capabilities, and business acumen to transition into a VP of Operations role quickly.

As Director of Operations, you will be responsible for the overall performance, growth, stability, and operational health of our Jamaican operations. You will lead through data, accountability, and people's development while partnering closely with executive leadership and other key stakeholders.

Coach, mentor, and develop Collection Managers and other operational leaders to maximize individual and departmental performance.

Establish clear performance expectations, accountability measures, and development plans for leadership teams.

Build a strong culture of ownership, engagement, performance, and continuous improvement.

Identify and develop future leaders to support the organization's growth and succession planning.

Oversee daily operations across assigned departments, ensuring performance meets or exceeds client and organizational expectations.

Manage department staffing levels, capacity planning, and workforce requirements to align with current and projected business demand.

Analyze operational KPIs, productivity, quality, revenue, staffing, and client performance to identify trends, risks, and opportunities.

Develop and execute strategies that improve operational efficiency, profitability, and overall competitive performance.

Partner with senior leadership to establish and execute short- and long-term operational goals.

Own and actively manage operational attrition, identifying trends, root causes, and departments or leadership areas requiring intervention.

Review separation trends, attendance, engagement, performance, and other workforce indicators to identify potential attrition risks.

Ensure staffing forecasts account for anticipated attrition, hiring timelines, training capacity, and business growth.

Participate actively in the interview and selection process for Collection Managers, leadership positions, and other critical operational roles.

Provide operational insight during candidate assessments and ensure leadership hires align with the organization's performance expectations and culture.

Review hiring pipelines, interview outcomes, staffing gaps, and time-to-fill metrics to ensure departments remain adequately staffed.

Ensure hiring decisions are aligned with capacity requirements, attrition forecasts, client commitments, and business growth objectives.

Portfolio Management

Oversee post-charge-off collections across credit cards, installment loans, DDA, and judgments for fintech partners, debt buyers, and card issuers.

Ensure operational teams consistently deliver against client-specific performance, quality, compliance, and financial objectives.

Monitor portfolio performance and implement corrective strategies where results fall below expectations.

Performance Management & Continuous Improvement

Establish and monitor operational KPIs, including productivity, collections of performance, quality, attendance, attrition, staffing, and client-specific metrics.

Conduct regular performance reviews with Collection Managers and department leadership.

Identify operational inefficiencies and lead initiatives to improve processes, productivity, and profitability.

Use data-driven insights to make informed decisions and drive sustainable improvements.

Partner with the VP of Operations and executive leadership on business expansion, client requirements, operational strategy, and organizational growth.

Compliance & Regulatory Expertise
The ideal candidate must possess a strong understanding of the regulatory environment governing the collections industry and ensure that all operations are conducted in accordance with applicable laws, regulations, client requirements, and company policies.

Strong understanding of applicable state collection regulations and licensing requirements.

Knowledge of Jamaican governmental and regulatory requirements relevant to business operations.

Ability to identify compliance risks and partner with Compliance and Legal teams to implement appropriate corrective actions.

Commitment to maintaining a culture of compliance, ethical collections of practices, and operational integrity.

8+ years of relevant experience in collections operations, preferably within the ARM/BPO industry.

3+ years of senior leadership experience managing multi-functional teams, daily operations, capacity planning, and performance management.

Proven experience managing large-scale collections of operations and delivering aggressive performance targets.

Demonstrated experience managing attrition, retention, staffing, workforce planning, and operational capacity.

Strong understanding of collection's KPIs, financial performance, productivity, quality, and client expectations.

Demonstrated success in budget management, strategic planning, and execution of high-level business objectives.

Strong analytical and problem-solving skills with the ability to translate data into actionable business strategies.

Proven ability to work effectively with executive leadership, clients, HR, Recruitment, Compliance, and other cross-functional teams.

Strategic: Able to see beyond day-to-day operations and build scalable solutions for long-term growth.

Develops leaders, strengthens teams, and understands the connection between employee experience and operational performance.

Data-driven: Uses operational and workforce data to make informed decisions.

Understands the relationship between staffing, performance, client satisfaction, revenue, and profitability.

Comfortable leading organizations through growth, transformation, and continuous improvement.

Consistently focused on achieving and exceeding business objectives.

The successful candidate will have a clear path toward increased executive responsibility and the potential to transition into a VP of Operations role based on demonstrated performance, leadership impact, and business results. The ideal candidate will be someone who is ready to build, scale, and transform operations and not simply manage them.

#