Sr. Collections Operations Manager (In-House Contact Center)

• Oversee day-to-day operations of the contact center, managing a large-scale team (+500 employees).
• Scale collections operations efficiently while ensuring alignment with strategic objectives and performance goals.

• Reports to the OPS Head of Collections
• Lead, coach, and inspire supervisors, team leaders, and agents to deliver results and uphold high-performance standards.
• Partner with Product, Risk, and Data Science to design motivating incentive programs that drive agent engagement and retention.
• Build and implement clear career progression frameworks in coordination with HR OPS.
• Foster a culture of accountability, recognition, and continuous improvement.

• Standardize and document operational processes by role, ensuring clarity, consistency, and scalability.
• Implement operational controls and enforce internal policies to maintain discipline and quality standards.
• Ensure compliance with financial sector regulations and internal guidelines.

• Track and analyze key operational metrics such as contact rate, promise-to-pay rate, recovery, productivity, and compliance.
• Leverage reporting tools, CRMs, and dashboards to make informed decisions and optimize performance.
• Identify operational improvement opportunities and lead implementation initiatives.

• Partner with Training, QA, HR, and IT teams to align on talent development, systems, and process enhancements.

• Bachelor’s degree in Engineering, Business, Finance, or a related field.
• 7+ years of experience in contact center operations, with at least 5 years in a senior leadership role (collections experience preferred).
• Proven track record managing large teams (+500 FTEs) in high-volume environments.
• Strong organizational and execution-oriented mindset, with process standardization experience.
• Deep knowledge of contact center KPIs, operational management tools, CRMs, and reporting systems.
• Exceptional leadership, communication, and decision-making skills.
• Advanced English

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