Manager, Collections & Account Recovery (Sentry Credit)

Job Description

Job Description

About this Role :

The Collections Unit Manager is responsible for leading and developing a high-performing team of 15-20 Collections Specialists in a fast-paced, compliance-driven, and highly competitive environment. This role requires strong leadership, performance-focused coaching, and operational oversight to consistently exceed departmental goals. A key priority of this role is fostering a goal-focused, highly motivated, and engaging work environment that develops people and drives both individual and team success through data-informed decisions, high-impact feedback, and continuous improvement—all while ensuring a best-in-class customer experience and strict adherence to regulatory guidelines.

What You'll Do :

• Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1 : 1 coaching, feedback, and performance reviews.
• Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability.
• Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions.
• Analyze performance trends, address escalated issues, and implement improvement plans when needed.
• Motivate and recognize employees to foster a culture of performance, growth, and engagement.
• Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.

Who You Are (Qualifications) :

The role qualifies for additional, non-guaranteed, performance-based monthly incentives.