Overview - The Manager, Collections Agency Performance oversees and maintains the relationship with first and third-party agencies, ensuring compliance with Service Level Agreements (SLAs), Scope-of-Work (SOW), and efficient utilization of account efficiencies. This role involves system setup, realignment, and performance management over collections.

Key Duties & Responsibilities

• Lead the Agency Support team in day-to-day activities.

• Ensure compliance with company policies.

• Supervise related processes and controls.

• Plan, prioritize, and delegate tasks to ensure smooth department functioning.

• Facilitate Performance/Call Calibrations meetings with agency teams.

• Address performance/adherence to align with SOW.

• Manage adherence to SLA/SOW/MSA alignments.

• Direct daily operations of the Agency Support Team.

• Monitor compliance with company policies and supervise related processes.

• Address any issues related to the Agency Interface Management system.

• Maintain high service levels.

• Effectively manage internal customer interactions.

Required Experience

• Education – Bachelor’s (BS/ BM).

Preferred Experience

• Minimum 2 to 3 years related experience.

• Certifications – Project Management (PMP/ CAPM)

Skills & Abilities

• High-level proficiency in Microsoft suite products (Word, Excel & PowerPoint).

• Strong interpersonal, verbal, and written communication & presentation skills.

• Organizational, detail-orientated, multitasking, and analytical abilities.

• Able to multi-task and shift priorities, as required.

Working Conditions

• High degree of internal customer interface and process management.

• Close collaboration with agency teams.

• Compliance with company policies and ongoing supervision of related processes.

• Work is performed in an office (retail, distribution, call center) environment.

• May require prolonged periods of sitting/standing.