Director of Operations

Segoso Jamaica

13d

About The Position

The Director of Operations provides strategic and operational leadership across assigned portfolios and locations to drive revenue performance, regulatory compliance, operational scalability, and client satisfaction. This role is accountable for achieving financial targets, optimizing workforce productivity, ensuring adherence to regulatory and client standards, and developing high-performing leadership teams. The Director serves as a key liaison between executive leadership, operational managers, compliance, IT, and client stakeholders.

Requirements

7–10+ years of progressive leadership experience in collections, financial services, or related industry.
Proven success leading multi-site operational teams.
Demonstrated ability to drive revenue performance and improve key operational metrics.
Strong understanding of collection compliance and regulatory frameworks.
Experience with dialer systems and collection management platforms.
Advanced analytical skills with the ability to translate data into strategic action.
Executive communication and presentation skills.
Strategic thinking and operational execution.
Financial acumen and performance management.
Change management and organizational leadership.
Cross-functional collaboration and stakeholder influence.
Problem solving and continuous improvement mindset.

Responsibilities

Operational & Revenue Leadership
Own portfolio performance and drive achievement of monthly, quarterly, and annual revenue targets.
Monitor and manage key operational KPIs including recovery rate, RPC rate, penetration, productivity, quality, compliance, and attendance.
Lead performance analysis and implement corrective action plans for underperforming business units.
Partner with Executive Leadership on forecasting, budgeting, and capacity planning.
Present performance results and strategic updates to senior leadership.
Leadership & Talent Development
Directly lead and develop Operations Managers and/or Collection Managers.
Establish clear accountability standards for performance, compliance execution, and attendance management.
Coach leaders to utilize data-driven decision making and performance diagnostics.
Drive a culture of ownership, urgency, and continuous improvement.
Identify succession planning opportunities and develop emerging leaders.
Client & Portfolio Management
Serve as operational lead for assigned client relationships.
Participate in client performance calls and business reviews.
Collaborate with clients on placement strategy, inventory distribution, and volume forecasting.
Ensure timely and accurate onboarding of new placements and portfolio transitions.
Protect and grow client relationships through operational excellence.
Compliance & Regulatory Oversight
Ensure operational compliance with FDCPA, Regulation F, CFPB guidance, and applicable state laws.
Partner with Compliance to operationalize regulatory updates and policy changes.
Maintain audit readiness and support internal and external compliance reviews.
Reinforce accountability for information security and data governance across all operational teams.
Technology & Process Optimization
Oversee operational effectiveness of collection platforms, dialer systems, and workflow tools.
Partner with IT to resolve systemic issues impacting performance or data integrity.
Evaluate and implement process improvements to enhance productivity.
Strategic Planning & Resource Management
Evaluate workforce allocation and staffing models to ensure alignment with revenue goals.
Lead cross-functional initiatives that drive scalability and long-term growth.
Develop standardized processes that create consistency across multiple teams and/or sites.