Manager, Collections Risk + Debt Mitigation

WEX•Portland, ME

19h

About The Position

About the Team/Role The Manager, Collections Risk & Debt Mitigation is a high-volume operational leader responsible for overseeing and optimizing the early-stage (low 'value at risk') collections teams across multiple lines of business. This critical role manages a large team of 45–50 FTEs and their direct leader reports, driving operational efficiency and scale. The Manager is accountable for setting collection strategies that prioritize volume, efficiency, and risk-appropriate resolution. This requires proactive partnership with the Workforce Manager for resource deployment and serving as a change agent to integrate AI and automation technologies to achieve aggressive collections results and minimize bad debt. How you'll make an impact OPERATIONS MANAGEMENT Create, maintain and drive adherence against service strategies and operational plans. Constantly strive to increase productivity, efficiency, and results by initiating process improvements and advocating for technology enablers. Responsible for ensuring that solutions are scalable, sustainable and successfully balance the business need and risk. Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes. This includes initiatives to drive scale, reduce reliance on manual processes, and mitigate operational risks. Leverage technology and automation to streamline workflows and reduce manual effort. Serve as a change agent for continuous improvement though new/refined/enhanced methodologies. Define, document, and trend individual and team Key Performance and Key Risk Indicators. Generate regular reports on low risk collections and cash application metrics, highlighting trends, areas of improvement, and key performance indicators. Drive Scorecard reporting for upstream and adjacent internal stakeholders providing commentary and insight. Work with the Workforce Manager on capacity planning, pipeline management, scheduling and resource management and ensure that systems are in place to measure capacity utilization. PEOPLE MANAGEMENT Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning Oversee and guide the development and delivery of training plans, programs and documentation. Motivate and inspire the team and monitor and cultivate employee satisfaction and engagement. Productivity and quality tracking, both team and individual, to ensure optimal performance. Expense management to departmental budget, goals and operational scale. Capacity planning and resource deployment strategy Provide coaching and guidance to leader direct reports, inclusive of processes for progressive discipline, employee engagement, and other key staff management responsibilities. STAKEHOLDER MANAGEMENT Communications management across broad constituencies – internal associates, management, and senior team if/when applicable and external across various levels of the client organization. Responsible for productive collaboration across a broad group of internal stakeholders, including but not limited to Relationship/Client Managers, Account Management, WEX Bank, Contact Center, Implementation, Product and Sales, effectively balancing business needs with risk and scale objectives. PROJECT MANAGEMENT Develop and present business proposals for technology enablers to streamline and optimize collection of accounts with lower financial exposure and implementation once delivered. Facilitate the rollout and stabilization of new business processes and/or features and functionality. Responsible for engagement of resources into all applicable projects and/or company initiatives that may impact the operations. These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.

Requirements

Bachelor’s degree in Accounting, Finance or Business or the equivalent combination of education and work experience.
4+ years of progressive management experience in risk and/or operational functions.
Demonstrated knowledge of process and productivity measurements; ability to create and monitor Key Performance Metrics
Results driven, action oriented and self-motivated
Critical thinking, problem solving and decision-making skills
Negotiation and dispute resolution skills; ability to de-escalate tension in customer interactions and bring to appropriate resolution.
Ability to be influential at all levels of the organization, leading stakeholders from various business units to agreement.
Advanced knowledge of the Fair Debt Collection Practices Act (FDCPA) and regulatory requirements of a Bank.
Strong understanding of invoicing, billing, customer statements and statement reconciliation processes
Occasional travel may be required.
Must successfully pass a background investigation.
Ability to leverage analytical abilities to make data-driven decisions that mitigate risk and maximize growth and revenue opportunities.

Nice To Haves

Proven experience managing distressed customers and achieving recovery objectives.
Broad and deep knowledge of WEX-utilized systems and business functions.
Experience with the identification and execution of process improvement initiatives, using process improvement methodologies.
Advanced interpersonal and customer service skills with the ability to ascertain information and maintain dialogue with multiple teams.
Ability to effectively and calmly operate within a complex and changing environment.

Responsibilities

Create, maintain and drive adherence against service strategies and operational plans.
Increase productivity, efficiency, and results by initiating process improvements and advocating for technology enablers.
Ensure that solutions are scalable, sustainable and successfully balance the business need and risk.
Proactively identify and embrace opportunities to integrate AI and automation technologies into operational processes.
Leverage technology and automation to streamline workflows and reduce manual effort.
Serve as a change agent for continuous improvement though new/refined/enhanced methodologies.
Define, document, and trend individual and team Key Performance and Key Risk Indicators.
Generate regular reports on low risk collections and cash application metrics, highlighting trends, areas of improvement, and key performance indicators.
Drive Scorecard reporting for upstream and adjacent internal stakeholders providing commentary and insight.
Work with the Workforce Manager on capacity planning, pipeline management, scheduling and resource management and ensure that systems are in place to measure capacity utilization.
Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning
Oversee and guide the development and delivery of training plans, programs and documentation.
Motivate and inspire the team and monitor and cultivate employee satisfaction and engagement.
Productivity and quality tracking, both team and individual, to ensure optimal performance.
Expense management to departmental budget, goals and operational scale.
Capacity planning and resource deployment strategy
Provide coaching and guidance to leader direct reports, inclusive of processes for progressive discipline, employee engagement, and other key staff management responsibilities.
Communications management across broad constituencies – internal associates, management, and senior team if/when applicable and external across various levels of the client organization.
Responsible for productive collaboration across a broad group of internal stakeholders, including but not limited to Relationship/Client Managers, Account Management, WEX Bank, Contact Center, Implementation, Product and Sales, effectively balancing business needs with risk and scale objectives.
Develop and present business proposals for technology enablers to streamline and optimize collection of accounts with lower financial exposure and implementation once delivered.
Facilitate the rollout and stabilization of new business processes and/or features and functionality.
Responsible for engagement of resources into all applicable projects and/or company initiatives that may impact the operations.