Group Manager - Skip Tracing, Legal Collections

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

10d•Onsite

About The Position

Responsible for the day-to-day operations and management of a Skiptracing team. Will lead overall production, production quality, employee development and engagement, and performance management and coaching. Reinforces company goals, policies, practices, and values.

Requirements

High School Diploma
3-5 years’ experience in leading people in high pace competitive environment or equivalent education and experience
Proficient in MS Office Suite
Skilled in process mapping
Skilled in data interpretation and analysis
Strong people leadership and interpersonal skills
Ability to communicate openly and honestly
Ability to motivate through appropriate messaging
Ability to motivate and deliver in a fast-paced high-performance environment
Ability to influence employees and stakeholders
Ability to lead by example while maintaining a positive and professional outlook
Current authorization to work in the United States on a full-time basis.

Nice To Haves

Bachelor's degree
5-7 years’ experience in Financial Services, Call Center and/or legal production background
Advanced knowledge of Excel
Familiarity with legal processes
Lean/Six Sigma significant leadership skills

Responsibilities

Mentor, manage, and coach team members to drive consistent achievement of operational goals; track performance through monitoring, analysis, and observation.
Manage team's performance with quality metrics to achieve company and departmental goals by proactively monitoring daily, weekly, and monthly operational statistics and reporting trends and variances to identify and resolve issues that could negatively impact production commitments or service levels.
Identify opportunities for process improvement in operational and company procedures by working across departments, sites, and global initiatives. Strategize, coordinate, and implement improvements to enhance the overall employee experience.
Anticipate the needs of employees and the business to deliver strong business results. May lead key projects, as assigned.
Inform management of potential trends, issues, and opportunities. Partner with leadership in resolving issues by acting as a subject matter expert through the demonstration of technical and cultural knowledge. Ensure appropriate Quality Controls are in place and effective.
Train and develop the skip tracing team members to enhance individual and department performance/productivity and employee engagement. Will also on-board new Group Managers.
Perform other duties, as assigned.