Vice President of Operations
Why TrueAccord?
Debt collection is failing consumers. Every year, more than 70 million Americans have negative experiences with the collections process, and they deserve a much better treatment - more relevant, more digital, less abrasive. That’s why banks, lenders, and industry leaders are coming to TrueAccord for innovative solutions in recovering outstanding receivables.
TrueAccord is a category-defining company. We combine machine learning with a human-based approach to guide both lenders and borrowers through a challenging financial process. With a world-class leadership team, passionate and driven team members, and a diverse and growing client base, TrueAccord is well positioned for continued success.
The Role Summary:
TrueAccord is a tech-forward, highly automated collection company. While 96% of our customers resolve their accounts via our self-serve option, about 4% seek help from our agents. We strive to provide an outstanding customer experience in our telephony, email, and chat channels when customers need us. At the same time, we think about how we might be able to prevent those inquiries by improving our on-line servicing and content options.
This is an all-encompassing operational role. A successful candidate will develop and oversee the strategy and execution of TrueAccord’s operations. This includes contact center and collection services, customer experience, workforce management and planning, vendor management, operational risk and control, contact center technology investments and infrastructure, location planning, and central business operations processes.
Essential Responsibilities:
- Lead the collection service operations, including customer experience, contact center operations, and collection effectiveness.
- Develop both short and long-term vision and strategy for key operational and business processes, operating model, contact center technology, and leadership development within operations.
- Create strong, data-driven business cases to champion strategic initiatives that provide clear benefits and clearly defined requirements and outcomes.
- Develop an effective workforce management process including forecasting, planning, and scheduling to ensure internal standards and client service levels are met.
- Develop and implement plans to scale operations and drive efficiency through a combination of automation, work avoidance/elimination, and process improvement.
- Foster a culture of open communication, high performance, accountability, and commitment to quality.
- Develop and manage the end-to-end processes with various teams, such as engineering and product management, to resolve customer-related issues exceeding service-level metrics and providing the best possible customer experience
- Collaborate with cross-functional teams to Identify and implement enhancements to operational services that improve consumer and agent experience
- Establish an effective complaints management process including complaint type tracking and root cause analysis
- Exploit untapped opportunities to increase revenue by working effectively with debt consolidators
- Interface with strategic clients as needed to discuss results, requirements, improvements and audit actions
- Responsible for coordinating business planning processes that support teams in achieving their goals, including budgeting, OKRs, and succession planning
- Effectively manage change driven by initiatives and is capable of steering the business in a new direction
- Establish and maintain an effective control environment, having processes in place to detect and mitigate risk issues, ensure proper staff training, and be audit ready at all times
- Create and manage within an operating budget
- Hire and manage a team of professionals, providing clarity of purpose, tools required to meet their responsibilities, and an environment conducive to diversity of thought, innovation, and personal/career growth
- Lead problem solving and business enablement for new clients and new programs being on-boarded by TrueAccord
- Maintains knowledge of emerging technologies and trends in operations management.
Qualifications, Skills, and Experience:
- 15+ years experience with progressing roles in collections and contact center management in a highly regulated, consumer facing environment
- 3+ years in senior level management, leading teams, setting strategic priorities, managing budgets, and being fully accountable for departmental or business unit performance
- Experience in both pre and post charge-off collections operations and or strategy is a plus
- Excellent communication skills, demonstrating breadth of style and situational awareness to meet the needs of clients, peers, front-line agents, and the rest of the business
- Ability to effectively manage up
- Strong analytical skills and ability to effectively use data, past experience, and business case development to influence investment decisions and internal prioritization
- Must be able to demonstrate strong technical skills, particularly pertaining to process automation, contact center tooling, and collection and workforce management systems
- Experience working in a product driven environment, working closely with product managers to develop and design processes
- Experience in a process improvement discipline such as Lean or systems thinking is a plus
What TrueAccord offers you + Culture & Benefits
TrueAccord is distributed company with a major presence in the San Francisco Bay area and Lenexa, KS. We offer a healthy work environment that continuously builds an inclusive and diverse culture where everyone is able to develop the best version of themselves. We are a dynamic group of people who are subject matter experts with a passion for change.
We offer:
*** Generous paid time off
*** Paid training
*** We promote work/life harmony
*** Paid holidays
*** Health, dental and vision benefits
*** 401K with matching
Our teams are crafting solutions to big problems every day. If you’re looking for an opportunity to do impactful work, join TrueAccord and make a difference.
Our Dedication to Diversity & Inclusion
TrueAccord is an equal opportunity employer. We promote, value, and thrive with a diverse & inclusive team. Different perspectives contribute to better solutions and this makes us stronger every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.