Operations Head

Job Summary:

We are looking for an experienced and strategic Operations Head to lead our Credit and Collections Department, with a strong focus on secured and unsecured loan accounts, including auto loan repossessions. The ideal candidate has a hands-on background as a collections agent, closer, and team manager, and has worked within either a collection agency or the banking industry. This role is critical in driving recovery performance, managing large teams, and ensuring operational compliance and efficiency across all stages of delinquency.

Key Responsibilities:

Strategic & Operational Leadership:

· Develop and execute end-to-end collections strategies for secured loans (e.g., auto loans) and unsecured loans (e.g., personal loans, credit lines).

· Set departmental goals, KPIs, and recovery targets in line with company objectives.

· Oversee daily operations of both field and back-office collection teams, including skip tracing, asset recovery, legal coordination, and customer negotiation.

Auto Loan Repossession Management (Secured Loans):

· Supervise and streamline the repossession process for auto loan accounts, ensuring timely recovery of secured assets.

· Coordinate with field agents, legal counsel, and third-party vendors (e.g., towing, storage, auction) to recover and dispose of repossessed vehicles efficiently and lawfully.

· Handle escalated repossession issues and ensure compliance with repossession laws and consumer protection regulations.

Collections Oversight (Unsecured & Secured Accounts):

· Monitor collection activities across all delinquency stages — from early-stage reminders to legal escalation and closure.

· Provide high-level support to closers and team leads in handling complex, high-risk, or aged accounts.

· Ensure proper segmentation and handling of accounts based on loan type, age, and payment behavior.

Team Management & Development:

· Lead, motivate, and manage a large collections team (including agents, closers, and supervisors).

· Establish performance metrics, monitor productivity, and implement coaching and training programs.

· Promote a high-performance culture rooted in accountability, ethics, and customer sensitivity.

Compliance & Risk Management:

· Ensure all collection activities follow internal policies, regulatory standards (e.g., BSP, FDCPA equivalents), and consumer rights.

· Identify potential legal or reputational risks and implement safeguards to mitigate exposure.

· Maintain complete and accurate documentation for audits, legal cases, and internal reviews.

Reporting & Analytics:

· Provide regular performance dashboards and recovery reports to senior leadership.

· Use data analytics to track performance by product type (secured vs. unsecured), channel, and team.

· Recommend operational improvements based on trend analysis, delinquency behavior, and recovery ratios.

Qualifications:

· Bachelor's degree in Business Administration, Finance, Accounting, or a related field (Master's degree is a plus).

· At least 7–10 years of experience in collections, including hands-on roles as a collections agent, closer, and team leader/manager.

· Strong background in managing both secured (especially auto loans and repossessions) and unsecured accounts.

· Experience in a collection agency or the banking/financial services industry is highly preferred.

· Proven track record in leading large teams and achieving recovery targets.

· Excellent leadership, negotiation, and conflict-resolution skills.

· Proficient in MS Office, collection software (e.g., CMS), and data analysis tools.

Key Competencies:

· Strategic Collections Management

· Auto Loan Repossession Oversight

· Secured & Unsecured Loan Recovery

· Team Leadership & Development

· Legal & Regulatory Compliance

· Risk Management & Escalation Handling

· Data-Driven Decision Making

· Performance Monitoring & Reporting

Job Type: Full-time

Work Location: In person