Collections Site Leader (Sr. Operations Manager Frederick)

The Collections Site Leader (Sr. Operations Manager) is responsible for the day-to-day operational, coaching and strategic planning for the 350+ person Frederick Collections organization. This role is the senior manager for Collections at the site. The primary responsibilities include maximize collection efforts, minimize credit loss exposure and achieve financial forecasts. Incumbent is also responsible for human resource issues (including performance management, career planning and performance issues), controls and compliance concerns and site communication.  This Individual will work with the entire staff to promote quality communications to customers, including troubleshooting on complicated and non-routine activities.  The position is critical to the cohesive management of the center and alignment with the current operating model within JPMorganChase call centers throughout the U.S.The Collections Site Leader is responsible for transferring to and developing in the management team all necessary knowledge, skill and owner accountability to ensure loss goals and Collections business objectives are met. 

The Call Center Site Leader performs the following activities:
Work with partners throughout the Collections network to drive performance and achieve productivity, quality, and cost objectives. Site responsibility for managing 350+ employees.
As a process owner, the Manager is responsible for the development, execution, review and refinement of the portfolio’s work strategies including the use of technology, MIS development and analysis, resource management, inventory management, contact management, salary planning and administration and coaching and development. 
Serve as liaison for human resource issues for the department to ensure personnel policies are adhered to as well as participate in personnel decisions including performance appraisals, promotions, salary recommendations, and terminations.
Manage the $10 million budget of the collections center
Monitor operations and personnel to assure compliance with all regulatory, and internal policies and procedures and determined by the Quality and Audit team.
Responsible for all audit scores related to the collections organization.

? May perform other special duties or assignments as requested or required by Senior Management.

? Develop and implement specific plans, policies and programs as well as manage and participate in supply chain teams to meet planned and forecasted collection results within expense allocations.  Manage portfolio seasonality, staffing shortages, prior performance impacts and implementation of new products/treatments/strategies. 

? Partner with Contact Development, Inventory Management and Strategy to execute and design portfolio specific strategies to drive performance through the use of manual dialing, auto dialers, Virtual Agent, auto messaging, and resource management. Monitor and review processes and procedures for workflow and end result improvements.  Develop and/or execute project plans for identified improvements, enhancements and additions to BAU practices, products and treatments.

 

 



Minimum Requirements:
10-15 years banking experience with emphasis on Collections and operations in a senior management role 
Knowledge of U.S. banking regulations, specifically around customer privacy guidelines.
 BS/MBA or comparable experience
Specific knowledge of the JPMorgan Chase Bank systems and applications that will be used to support the Frederick operation center including, but not limited to TSYS operating system and the AVAYA telecommunications system.

 

JPMorgan Chase offers an exceptional benefits program and a highly competitive compensation package.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V