Director, Collections Operations
Summary
Lead a collections operations team to optimize auto-loan recovery workflows, set performance goals, and ensure compliance with finance regulations while driving efficiency and customer experience improvements.
Why GLS?
Purpose: Access to affordable, reliable transportation is essential to leading productive work and personal lives, caring well for oneself, one’s family, and the needs of others. Through advanced analytics and technology, we can more accurately predict credit risk and provide more people with an affordable auto financing option for their next vehicle. That’s what GLS has done for over 10 years, helping more than half a million families meet and improve their transportation needs.
People: Join a culture of over 1,000 employees who Care Deeply and Think Boldly, driving innovation in an adaptive and positive culture that celebrates successes. We empower and reward individuals and teams who make direct, positive impacts to the business and each other, who take pride in their work and are ever-raising the bar.
Growth: Recognized by Inc 5000 as one of the fastest-growing private companies in America. Join GLS to grow with us!
Benefits: GLS offers the below great benefits for your amazing work!
o Competitive base pay and performance bonuses, dependent on role
o Medical, dental, vision, telemedicine, supplemental insurance benefits, long-term and short-term disability
o 401K with employer match and 100% immediate vesting
o Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
o Paid Volunteer Time Off (VTO) Annually
o Tuition Reimbursement
o Parental Leave
o Business casual work environment
What does it mean to be a Director, Collections Operations at GLS?
The Director, Collections Operations will be responsible for directing, building, and leading an assigned operational team, as well as managing Operations in accordance with company policy. This position is also responsible for actively participating in the development of the organization’s strategic direction and executing on the strategy as it relates to the assigned operational team.
How will you drive value within the organization as a Director, Collections Operations?
- Oversee the assigned operational team(s) for the company to ensure company goals are achieved
- Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives
- Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
- Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary
- Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters
- Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations
- Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
- Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste
- Partner with Legal and Compliance departments to monitor departmental compliance with consumer finance industry laws and regulations, and take appropriate action to establish compliance when necessary
- Drive innovative solutions to improve the customer experience
- Ensure department level procedures are adequately developed, trained to, and followed to ensure proper quality
- Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
- Create a highly engaging work environment to attract, develop, and retain talent
- Build strategic alliances inside the organization to maximize business opportunities and persuade partners to take actions that align with the company’s business strategy and growth plan
- Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results
- Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
- Perform additional assignments and special projects as required by the needs of the company or as directed by management
What should you already know to be successful in this role as a Director, Collections Operations?
- Minimum of bachelor’s degree required
- Minimum of ten (10) years’ experience in auto finance originations and/or servicing, finance operations, or a related field required
- Minimum of five (5) years’ experience building and leading teams and managers required, including the ability to hire, develop, motivate and deploy human resources to build a highly engaged and high performing team
- Excellent critical thinking, problem-solving, and decision-making skills
- Demonstrated ability to establish and enhance processes and leverage technology to improve business results
- Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
- Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business
- Strong verbal and written communication skills
- Team player that can adapt in a fast pace and changing environment
- Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required
- Excellent organizational skills with high attention to detail and demonstrated ability to effectively establish and manage multiple conflicting priorities
- Commitment to exemplifying the organizational core values and key competencies
- Ability to think strategically and deliver tactically
- Commitment to exemplifying the organizational core values and key competencies
Employment Requirements:
- Remain in a stationary position up to 100% of the workday
- Constantly operate a computer and other standard office equipment
- Involve application of manual skills requiring motor coordination in combination with finger dexterity
- Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
- Lift up to 25 pounds
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