Operations Manager – Hybrid, Wilmington DE / Virginia Beach VA

Phillips & Cohen Associates•Wilmington, DE

10d•Hybrid

About The Position

The Operations Manager serves as a key control function within the organization, providing guidance, compliance and performance management, and oversight of ongoing relationships with agency and law firm partners. This role focuses on maintaining positive, long-term partnerships while ensuring adherence to compliance and performance standards, contractual obligations, and industry best practices applicable to the third-party debt collection and receivables management industry.

Requirements

Minimum of 5 years of experience in receivables management, debt buying, or a related regulated financial services industry
Ability to foster professional relationships with external partners
Strong working knowledge of federal and state debt collection laws, permissible consumer contact strategies, regulatory requirements, and industry best practices
Experience supporting third party recovery processes, including multichannel communication strategies and oversight.
Strong analytical and communication skills with a high level of attention to detail
Proven ability to build and maintain effective relationships with internal stakeholders and third-party vendors
Proactive, detail-oriented professional with a strong sense of personal accountability and risk awareness
Ability to travel to supplier locations throughout the U.S.
High school diploma required

Nice To Haves

bachelor’s degree preferred

Responsibilities

Ensure supplier performance aligns with defined performance standards and provides optimal consumer experience
Monitor and maintain supplier scorecards, including performance and quality control
Identify efficiency issues and initiate a collaborative approach to achieve holistic solutions
Actively engage with partners to maximize financial returns and anticipate opportunities for operational improvements
Lead and participate in supplier production and compliance review calls to address performance, remediation efforts, and regulatory expectations
Maintain a working knowledge of performance standards and contractual obligations to mitigate risk and ensure strong relationships with sellers, suppliers, and recovery
Coordinate with leadership on performance updates and vendor management
Maintain a working knowledge of federal, state, and local regulatory standards.
Assist in conducting comprehensive supplier compliance audits to assess adherence to federal, state, and local laws, regulations, and Invenio contractual and compliance standards
Assist in fulfilling seller and regulatory audit deliverables, including coordination with internal teams, external counsel, and third-party vendors to obtain required documentation and data within mandated timeframes
Track, manage, and maintain licensing requirements across jurisdictions, including monitoring license status, and renewals.
Support policy and procedure implementation, including drafting, maintaining, updating internal documents and monitoring adherence to compliance-related policies
Manage the intake, investigation, documentation, and resolution of consumer complaints, ensuring compliance with applicable regulatory response requirements and timelines
Track, trend, and analyze complaint data to identify systemic issues, regulatory risk exposure, and opportunities for corrective action
Analyze KPI, legal performance, and compliance reporting data and compile findings into concise, actionable summaries for management and review
Perform inventory reconciliation reviews and remediation to resolve discrepancies and mitigate legal and operational risk
Provide timely responses to legal, regulatory, and operational inquiries via phone and email within established service-level expectations