Sr Supervisor, Collections

PayPal•Chicago, IL

33d•$69,000 - $113,850•Hybrid

About The Position

The Vendor Manager for Third Party Collection Agencies (TPAs) oversees the performance and relationship management of external vendors to maximize recovery and operational efficiency. This role drives performance through regular reviews, initiative development, and digital transformation efforts, holding vendors accountable to key metrics while ensuring alignment with business goals. This role requires strong analytical, negotiation, and communication skills, coupled with a strategic mindset to foster vendor partnerships and drive operational excellence in collection agency management.

Requirements

5 years of relevant work experience

Nice To Haves

Minimum 3 to 5 years of vendor management experience, preferably managing third party collection agencies or similar external vendors in a creditor, debt buyer, or financial services environment.
Strong background in collections, debt recovery, or accounts receivable management with demonstrated success in driving vendor performance and compliance.
Experience in facilitating performance reviews, developing recovery initiatives, and holding vendors accountable to key performance indicators (KPIs) and service level agreements (SLAs).
Familiarity with digital transformation initiatives aimed at improving operational efficiency in vendor or collections management.
Knowledge of regulatory and licensing requirements for third party collection agencies, ensuring vendors adhere to compliance standards.
Proven ability to analyze performance data, prepare detailed reports, and communicate effectively with internal and external stakeholders.
Strong negotiation and contract management skills related to vendor agreements and service contracts.
Ability to collaborate cross-functionally with finance, operations, compliance, and legal teams to support collections strategy and risk mitigation.

Responsibilities

Develop and implement strategies to drive the success and growth of the team within the Collections department.
Align team goals with the overall company mission, vision, and strategic objectives.
Lead initiatives to improve processes, systems, and overall efficiency within the team.
Lead the resolution of high-impact issues and escalations, ensuring timely and effective solutions.
Collaborate with other departments to address systemic issues and implement long-term solutions.
Communicate effectively with stakeholders to provide updates, gather feedback, and ensure alignment on key initiatives.
Represent the team in high-level meetings and discussions.
Drive a culture of innovation and continuous improvement within the team.
Identify and implement new technologies, tools, and best practices to enhance team performance and efficiency.
Lead initiatives to streamline processes, reduce costs, and improve customer satisfaction.
Mentor and develop future leaders within the team, providing guidance and support for their career growth.
Implement succession planning strategies to ensure a strong pipeline of talent for key roles.
Foster a culture of learning and development, encouraging team members to pursue professional growth opportunities.
Utilize data analytics and reporting to drive informed decision-making and strategic planning.
Monitor key performance indicators (KPIs) and metrics to assess the effectiveness of team initiatives.
Provide insights and recommendations to senior leadership based on data analysis and trends.
Ensure the team operates in compliance with all relevant regulations, policies, and standards.
Develop and implement risk management strategies to mitigate potential risks and ensure business continuity.
Conduct regular audits and reviews to ensure adherence to compliance requirements.
Lead change management initiatives to support the implementation of new processes, systems, and technologies.
Communicate effectively with team members to ensure understanding and buy-in for change initiatives.
Provide support and resources to help team members navigate through periods of change.
Provide leadership, guidance, and assistance to team members by answering questions and providing feedback on customer issues.
Lead escalated calls from the team and support collections of accounts across all stages of delinquency.
Perform mentoring and training with new representatives in the Collections area.
Lead team learning sessions and assist in other assigned projects such as product testing or feedback.
Facilitate regular meetings with Third Party Collection Agencies to review and assess performance against established metrics.
Develop and drive new initiatives aimed at increasing incremental recovery and enhancing overall vendor performance.
Monitor agency performance through comprehensive reports and data analysis; hold vendors accountable to agreed-upon KPIs and service level agreements.
Lead efforts to implement digital tools and processes that improve efficiency and streamline collection operations.
Negotiate contract terms and service level agreements to ensure alignment with company objectives and cost-effectiveness.
Maintain ongoing communication with TPAs to resolve issues, share feedback, and support continuous improvement.
Collaborate internally with finance, compliance, and operations teams to ensure vendor activities meet regulatory and company standards.
Manage risk by identifying performance gaps and coordinating corrective actions with internal and external stakeholders.
Prepare detailed performance reports highlighting trends, challenges, and opportunities for senior management review.

Benefits

At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com.

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