Collections Operations Manager

U.S. Bank • Earth City, MO

4d • $75,820 - $89,200 • Hybrid

About The Position

The Collections Manager leads and oversees day-to-day operations for assigned collections functions and/or regions, driving performance, efficiency, and high-quality customer experience. This role is responsible for delivering results through effective leadership of a diverse team, while ensuring operational excellence, regulatory compliance, and continuous process improvement.

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically five to eight years of relevant experience
• Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
• Broad understanding and practical application of applicable laws and regulations
• Strong organizational, managerial and project management skills
• Well-developed customer relations skills
• Effective interpersonal, verbal and written communication skills
• Ability to manage multiple tasks/projects and deadlines simultaneously
• Thorough knowledge of banking operations and human resources

Nice To Haves

• Debt sales
• Experience managing collections portfolios (e.g., credit card, consumer loans, or recovery operations)
• Strong understanding of collections regulations and compliance requirements
• Proven ability to analyze performance metrics and drive operational improvements
• Experience leading through change, including system or process implementations
• Strong communication, problem-solving, and decision-making skills

Responsibilities

• Lead, coach, and develop a team of professionals across collections operations, including both non-exempt and exempt employees
• Drive performance against key metrics such as delinquency, loss mitigation, recovery rates, productivity, and customer experience
• Ensure consistent delivery of high-quality service to internal and external stakeholders
• Monitor workflows and operational performance, identifying trends, risks, and opportunities for improvement
• Manage escalations and complex issues, ensuring timely and appropriate resolution
• Oversee adherence to all applicable policies, procedures, and regulatory requirements (e.g., FDCPA and internal compliance standards)
• Partner cross-functionally with risk, compliance, and business partners to support business objectives and mitigate risk
• Lead or support implementation of new systems, tools, and process enhancements, including operational readiness for system conversions
• Promote a culture of accountability, continuous improvement, and employee engagement

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

What This Job Offers

• Job Type: Full-time
• Career Level: Manager