Manager, Small Business Collections

About the role

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid. As a Manager, Small Business Collections, your primary responsibility is to lead the daily functions of the Small Business collections team focusing on early, mid and late stage collections. You will own the execution of operational strategies in real-time, identify and solve bottlenecks before they compound, and drive accountability for performance standards. You will build the organization to ensure leadership depth that produces both sustainable and scalable growth while driving the team towards maximum efficiency and overall effectiveness. You will champion a merchant-centric approach that balances collections with the need to minimize negative impacts on customer relationships.

Key facts

What you'll do

Manage Collections Operations inclusive of Senior Leads, Leads and representatives.

Partner with complimentary departments to oversee development, deployment and ongoing validation of evolving collections strategies.

Planning and strategy execution of teams by setting goals and prioritizing objectives and results.

Identify process improvements and procedural challenges and recommending appropriate solutions based on trends in goal and metric achievements.

Increase the representatives productivity through best practices and coaching.

Build strong relationships and understand the needs of business partners.

Balance collections with a merchant-centric approach minimizing negative impacts on customer relationships.

Conduct one-on-one meetings, coaching sessions, and performance reviews.

Perform additional functions as assigned by direct manager.

Drive the analysis of portfolio performance to inform strategic adjustments and operational tactics.

Champion the implementation of data-driven practices to optimize collections outcomes.

Collaborate with stakeholders to refine workflows and remove operational barriers.

Support the adoption of new technologies and methodologies to enhance team effectiveness.

Monitor key performance indicators and translate insights into actionable plans for the team.

Requirements

7+ years of leadership experience in Consumer and/or B2B Collections inclusive of multi-layer leadership and large collection agent networks (remote/hybrid/75+ headcount).

Experience in fintech, digital lending, or a customer-oriented bank.

Expertise in building strong relationships with internal and external business partners.

Ability to quickly resolve problems and adapt to changes with ease.

Experience making data driven decisions.

Familiarity with the US regulatory landscape for commercial and consumer collections (FDCPA, state-level rules).

Passionate about AI and how to incorporate these technologies to better serve and support borrowers.

Practical notes

Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results. Health, dental, and vision insurance including mental health benefits are provided. 401(k) matching plus a roth option (U.S. Based employees only). PTO & paid holidays off. Sabbatical program (for eligible roles). Summer hours (for eligible roles). Paid parental leave. Enrollment in medical, dental, and vision insurance as soon as you are eligible. Optional life and disability insurance. The budgeted annual salary range for this position is $106,400 to $145,600. Actual annual salary will be determined based on qualifications, skills, experience, and level assessed during the hiring process and may fall outside of the range shown. Additional compensation for this role may include a bonus. All full-time employees are eligible to participate in Company benefits, described in more detail here. Our hybrid roles require in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This schedule fosters collaboration, team connection, and strategic planning, enhancing communication and effectiveness to drive results.