Director of Collection Operations

Get AI-powered advice on this job and more exclusive features. Job Title: Director of Collection Performance and Operations Department: Collection Operations Reports to: President National Recovery Associates, Inc. is a Jacksonville-based, national Master Servicer for the Accounts Receivable industry, with a specialized focus on lenders, investors and debt purchasers. NRA leverages it’s internal collection agency call centers and national attorney network to provide industry leading, full service debt recovery solutions to it’s clients. NRA works with creditors nationwide to optimize portfolio performance and recovery strategies using advanced analytics, state-of-the-art technology, and industry best practices. Our hands-on, individualized approach ensures that each client receives personalized solutions tailored to their unique needs.We proudly service delinquent debt portfolios originating from national private and public financial institutions, including banks, finance companies, private businesses, and institutional investors. With our expertise and personalized approach, we help our clients exceed portfolio performance expectations and increase their bottom line. Position Summary: We are seeking a highly skilled and results-driven Director of Collection Performance and Operations to lead and optimize our collections call center operations with a specialized focus on technology implementation. This role requires a strategic leader with a proven track record of collection call center success who can manage call center operations, assess portfolio performance, drive KPI analytics, oversee client and vendor relations, manage advanced technology suites and ensure strict adherence to regulatory compliance standards. The ideal candidate will bring deep expertise in managing high-performing collections teams, deploying technology enhancements, improving operational efficiency, and delivering exceptional results in a fast-paced, high-volume environment. Key Responsibilities: Collection Call Center Operations Management: Lead day-to-day operations of the collections call centers, ensuring alignment with company goals and client targets. Develop and implement strategies to improve agent performance, call handling, and resolution rates. Monitor and manage workforce scheduling, productivity, and adherence to service level agreements (SLAs). Foster a high-performance culture, providing coaching and support to management teams and agents. Oversee the performance of assigned portfolios, analyzing collection strategies, trends, and outcomes to optimize results. Drive continuous improvement initiatives to meet and exceed portfolio targets, ensuring efficiency in debt recovery efforts. Establish and maintain performance benchmarks for management teams and agents, leveraging performance metrics to monitor portfolio performance. KPI Analytics & Reporting: Lead the creation and implementation of key performance indicators (KPIs) to track and evaluate the performance of the collections teams. Analyze data and trends to identify areas of improvement and operational inefficiencies. Prepare and present regular reports for executive management and clients on call center performance, portfolio recovery, and operational goals. Serve as the primary point of contact for key clients, providing updates on portfolio performance, operational strategies, and performance trends. Develop and maintain strong relationships with external vendors and service providers to ensure effective collaboration. Identify new vendor relationships and service offerings to enhance performance and operations. Negotiate vendor contracts and service agreements to maximize operational efficiency and cost-effectiveness. Regulatory Compliance: Ensure all operations comply with federal, state, and local regulatory requirements, including Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and other applicable laws. Work in partnership with Compliance department to stay current with regulatory changes and implement necessary adjustments to operational procedures. Engage with Compliance department to conduct regular audits and assessments to identify any compliance risks and address them proactively. Leadership & Team Development: Lead, mentor, and develop a high-performing team of managers, supervisors, and agents within the collections department. Cultivate a positive, results-driven culture focused on teamwork, performance, and compliance. Provide leadership in training, development, and retention of top talent. Qualifications: Bachelor’s degree in Business Administration, Finance, or a related field Minimum of 8-10 years of experience in collections operations, with at least 5 years in a leadership role managing call center operations on a large scale. Proven track record of driving performance improvements, optimizing collection strategies, and managing high-volume debt portfolios. Strong understanding of regulatory compliance in collections (FDCPA, TCPA, FCRA etc.) and industry best practices. Experience in KPI analytics, reporting, and performance management. Excellent client and vendor management skills, with the ability to build and maintain strong relationships. Exceptional communication, leadership, and problem-solving skills. Strong organizational skills with the ability to manage multiple priorities and projects simultaneously. Why Join Us: Opportunity to lead and shape a high-performance team in a fast-growing company. Competitive salary, bonus and benefits package. Work in a collaborative and innovative environment where your contributions make a direct impact. If you're an experienced leader with a passion for driving results and optimizing collections operations, we want to meet you! Seniority level

Seniority level Director Employment type

Employment type Full-time Job function

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