Technical Operations Manager
Key Responsibilities
Technical Operations & Application Support
Safeguard the stability, uptime, and operational health of collections technology platforms, databases, and operational tools.
Serve as a technical resource for complex support, enhancement, and operational matters.
Review system performance, recurring issues, and operational challenges to identify opportunities for improvement and optimization.
Provide technical guidance and coordinate with IT teams and vendors on issue resolution, system changes, and enhancement delivery.
System Analysis & Solution Engineering
Analyze business requirements, operational challenges, and system capabilities to identify practical technology solutions.
Evaluate technical solutions, system impacts, dependencies, and implementation considerations to support system enhancements and solution delivery.
Support the delivery of system enhancements and technology solutions, working closely with business, IT, and vendor teams.
Develop and maintain business-owned tools, automation solutions, and workflow improvements to enhance operational efficiency and system effectiveness.
Operational Process Optimization & Stakeholder Management
Provide technical input and recommendations to collections operations, IT teams, and vendors to support issue resolution, system enhancements, and technology initiatives.
Develop a strong understanding of collections workflows to identify operational bottlenecks, compliance risks, and technology improvement opportunities.
Establish and maintain standard operating procedures (SOPs), technical documentation, and knowledge-sharing practices to support team members and business users.
Qualifications and Skills
Experience
7-10 years of experience in Application Support, Systems Analysis, Solution Engineering, Software Development, or related technology roles.
Experience supporting business-critical applications and technology platforms.
Experience delivering technology initiatives involving business, IT, and external vendors.
Experience in collections, banking, financial services, or customer operations is an advantage.
Technical Skills
Strong SQL and data analysis skills.
Experience with application development, scripting, or business-owned tool development (e.g., Python, JavaScript, Power Platform, or similar technologies).
Experience with automation, system integration, APIs, and workflow solutions.
Understanding of application support, system analysis, and solution delivery practices.
Leadership & Soft Skills
Strong analytical, investigative, and hands-on problem-solving mindset with a strong sense of ownership.
Ability to translate operational needs into practical technology solutions.
Effective communication and stakeholder management skills.
Proactive, hands-on, and continuous improvement mindset.