Group Manager Operations

Encore Capital Group•Troy, MI

6d•Onsite

About The Position

The Group Manager, Operations leads the day-to-day performance and strategic execution of a Consumer Support Services team responsible for consumer dispute investigations and inquiry management. This role oversees both back-office dispute resolution functions and front-line phone operations, ensuring a seamless, high-quality, and compliant consumer experience. The position is accountable for managing Specialist teams who handle written and phone-based consumer inquiries, including direct oversight of phone specialists and ownership of escalated calls. The Group Manager also plays a critical role in reinforcing quality standards by reviewing and delivering feedback on QA evaluations to drive continuous improvement. This role requires close collaboration with internal stakeholders, external partners, and cross-functional teams, as well as a strong understanding of dispute resolution processes, regulatory requirements, and customer interaction best practices.

Requirements

Current authorization to work in the United States on a full-time basis
High School Diploma
1-3 years’ experience in a People Management role
Proficient in MS Office Program or relationship management skills as well as strong people management skills

Nice To Haves

Bachelor's degree in a Business-related field
1-2 years’ experience in Financial Services
Advanced proficiency in MS Office, particularly MS Excel
Superior verbal and written communication skills
Detailed-oriented with demonstrated ability to manage/motivate people

Responsibilities

Lead, coach, and develop Specialists and phone agents to drive engagement and results
Set expectations and ensure accountability across written and phone-based work
Ensure quality, accuracy, and timeliness of dispute investigations and consumer interactions
Deliver actionable feedback from QA reviews and drive continuous performance improvement
Manage escalated inquiries, including handling complex or sensitive consumer calls
Provide real-time support and guidance to team members during escalations
Develop and refine processes while analyzing performance metrics and QA trends
Lead initiatives to improve efficiency, outcomes, and overall operational performance
Build and maintain relationships with internal teams and external partners
Act as a key point of contact for escalations and operational alignment
Ensure adherence to regulatory requirements and identify potential risks
Support onboarding and ongoing training, reinforcing best practices and standards