Group Manager Operations

Midland Credit Management, an Encore Capital Group Company•Troy, MI

8d•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

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