Dallas Collections Site Leader (Collections Sr Department Leader)

Fifth Third Bank•Dallas, TX

19h•Onsite

About The Position

The Collections Site Leader – Dallas Expansion is responsible for launching, leading, and stabilizing a new Consumer Lending Collections site in Dallas. This role provides on site leadership and direction to managers, supervisors, and advocates while ensuring operational readiness, regulatory adherence, workforce engagement, and strong customer outcomes. The Site Leader is accountable for building a high performing culture, executing site expansion plans, and delivering results aligned with departmental productivity, quality, and risk expectations. This leader plays a critical role in shaping the employee experience, embedding risk discipline, and establishing Dallas as a scalable and sustainable collections operation within the Bank’s risk appetite. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

Bachelor’s Degree or equivalent experience
10 or more years in financial services, customer services, and consumer collections
5 or more years of management experience
Ability to negotiate and collaborate with others.
Ability to interact with Bancorp senior management.
Ability to effectively communicate with regulators.
Strong interpersonal, communication and analytical skills.
Innovative thinker that can drive change throughout the organization.
Forecasting Experience: Proven ability relative to forecasting delinquency, losses, and expenses.

Responsibilities

Leads large-scale teams and/or multiple product lines within the Consumer Lending Collections function, with accountability for operational, vendor, customer, and financial risk management.
Oversees the management of delinquency portfolios and departmental expense budgets to ensure financial discipline and performance.
Oversees daily operations, productivity metrics, dialing strategies, scheduling, quality assurance, while ensuring compliance and operational excellence.
Drives operational excellence by managing risk, optimizing productivity, and identifying strategic opportunities for improvement. Ensures compliance with evolving regulatory requirements and internal policies.
Manages complex operational processes such as SCRA, Probate, Bankruptcy, Offsets, Loss Mitigation, Modification Programs, and Litigation, ensuring accuracy and consistency in execution.
Implements process and procedural updates to maintain compliance and operational efficiency across all teams and functions.
Leads issue management efforts by assessing severity, assigning ownership, and driving resolution with transparency and urgency.
Establishes and maintains strong working relationships with internal partners across Business Controls, IT, Legal, Compliance, Product, Operations Support, Risk, and Finance, as well as external vendors and stakeholders.
Partners with Risk Strategy and business support teams to execute strategic initiatives that enhance customer experience, reduce losses, manage expenses, and mitigate risk.
Collaborates with campus management, IT Risk, and technical support teams to manage a geographically dispersed workforce across in-office, hybrid, and remote environments.
Acts as a delegate for the Director of Consumer Lending Collections in various forums and serves as interim leader when required, ensuring continuity of leadership and strategic direction.
Ensures timely and effective resolution of issues that pose risk to the Bank, maintaining a culture of accountability and responsiveness.
Monitors changes in state and federal laws, implements necessary updates, and enhances communication effectiveness through cross-departmental coordination.
Ensures compliance with all regulations related to collections and customer communications, and maintains accurate, up-to-date procedures that govern operations.
Provides daily oversight of offshore vendor operations, drives performance, and identifies process improvements while ensuring compliance with policies and procedures.
Manages all vendor relationships, including performance tracking, risk assessments, and due diligence, in collaboration with internal stakeholders.
Collaborates with IT to ensure vendor performance aligns with contractual obligations, including Letters of Engagement and Service Level Agreements.
Supports the design, delivery, and communication of departmental changes for offshore teams, ensuring staffing alignment and adherence to budget.
Oversees the development, enhancement, and sustainability of onboarding and continuing education programs for new and existing staff.
Demonstrates leadership by hiring top talent, setting goals, developing staff, managing performance and compensation decisions, promoting teamwork, and addressing disciplinary matters as needed.
Leverages customer sentiment and complaint data to enhance customer experience and streamline operational processes for greater efficiency.
Minimizes financial loss and maximize recoveries by leading high-performing teams and vendors, adapting strategies to meet evolving Bancorp and customer needs.
Responsible for providing employees timely, candid, and constructive performance feedback; developing employees to their fullest potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.