ROLE SUMMARY: 

Reporting to the Director of Collections, the Senior Operations Manager will lead and optimize our commercial, small business, and equipment finance collections and recovery operations. This role requires a strategic thinker with a deep understanding of collections strategies, recovery processes, and regulatory compliance. The Senior Operations Manager will be responsible for overseeing day-to-day operations, developing and implementing innovative recovery strategies, and driving performance excellence to meet organizational goals. The ideal candidate will have a proven track record in managing high-performing teams and leveraging data-driven insights to improve efficiency and effectiveness.

JOB DUTIES AND RESPONSIBILITIES:

• Strategic Leadership: Develop and implement strategic plans for collections and recovery operations in the commercial, small business, and equipment finance sectors to achieve portfolio performance goals and mitigate risks.

• Team Management: Lead, mentor, and develop a team of collections and recovery professionals to foster a high-performance culture.

• Process Optimization: Streamline workflows, implement best practices, and leverage technology to enhance operational efficiency and effectiveness.

• Regulatory Compliance: Ensure all collections and recovery activities comply with federal, state, and local regulations, as well as company policies and guidelines.

• Performance Monitoring: Track, analyze, and report on key performance metrics, identifying trends and opportunities for improvement.

• Stakeholder Collaboration: Work closely with internal and external stakeholders, including legal, compliance, and third-party agencies, to support recovery efforts and resolve complex cases.

• Risk Mitigation: Proactively identify and address risks within the portfolio, implementing appropriate controls and strategies.

• Customer Engagement: Develop customer-centric strategies to maximize recovery while maintaining positive customer relationships and protecting the company’s reputation.

MUST HAVES: 

• 10+ years of experience in collections and recovery management within the commercial, small business, and/or equipment finance lending industry and/or bachelor's degree in business administration, Finance, or a related field.

• Proven leadership and team management experience, with a track record of driving results.

• Strong understanding of collections strategies, recovery processes, and regulatory requirements.

• Excellent analytical skills, with the ability to interpret complex data and make informed decisions.

• Proficiency in relevant software and systems, including CRM and collections platforms.

• Strong communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.

• Customer-focused mindset with a commitment to ethical practices and positive outcomes.

• Knowledge of commercial, small business, and equipment finance lending industries and associated risks.

• Experience managing direct and indirect staff through business process outsourced partners.

• Must be based in the Commerce, CA area.

NICE TO HAVES: 

• Experience with technology implementation and automation in collections and recovery.

• Certification in credit or collections management (e.g., CCP, CCE).