Dir, Customer Collections & Recovery NAR

Volkswagen Financial Services, a wholly-owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End-of-Term vehicle disposition.

About the Role

The Collections and Recovery function is a cornerstone in our customer and risk resiliency strategies, managing upward of $50MM in loss recoveries and delinquency levels of our account portfolio. The Director, Collections and Recovery, NAR, will leverage data, people, process, and technologies to modernize our approach and drive high performance in collections and recoveries efforts. This role has end-to-end responsibilities for early-stage and late-stage collections, delinquency performance, post-charge-off financial and asset recoveries, and core operational performance across people, providers, and technologies. The role covers Volkswagen Financial Services’ North American portfolio, spanning the U.S. and Canada.

This leader owns the strategy, performance, and evolution of the C&R function across treatment modeling, customer touchpoints (including SMS, email, digital, and agent-assisted channels), and combines financial loss management, collections analytics, operational leadership, and contact center and vendor oversight to improve delinquency resolution, portfolio performance, and operational effectiveness—all while helping customers navigate hardship.

This position is Career Level 31L, based in Reston, VA or Libertyville, IL, with a hybrid role classification.

Responsibilities

• Collections and Recovery Performance Management – 40%
  • Lead enterprise strategies to minimize losses on consumer receivables and vehicle assets aligned to financial and risk objectives.
  • Own end-to-end delinquency management, early and late-stage collections, and post-charge-off recovery performance.
  • Develop and optimize data-driven treatment strategies, including behavioral scoring, segmentation, and engagement strategies.
  • Partner with Risk Management to build predictive models and define delinquency and charge-off strategies.
  • Continuously refine strategies in response to economic, portfolio, and regulatory changes.
• Operational Excellence & Analytics-Driven Execution – 25%
  • Leverage advanced analytics to identify drivers of performance and optimize collections outcomes.
  • Establish and manage performance metrics aligned to financial and operational objectives.
  • Lead continuous improvement initiatives to enhance productivity, efficiency, and profitability.
  • Drive structured experimentation (e.g., A/B testing) to validate and scale strategies.
  • Ensure alignment with industry best practices and operational standards.
• Vendor, Contact Center & Technology Oversight – 15%
  • Drive strategic and operational oversight across internal operations, contact centers, and third-party vendors.
  • Manage vendor performance, contract negotiation, and RFP/RFI processes.
  • Oversee channels, platforms, and technology supporting collections performance.
• Leadership, Talent & Organizational Effectiveness – 10%
  • Build and lead high-performing teams focused on accountability and results.
  • Establish performance-driven culture through OKRs, KPIs, and individual performance frameworks.
  • Develop talent through coaching, succession planning, and organizational design.
  • Recruit and foster a diverse team with varied backgrounds and expertise.
  • Foster a high-performance, engagement-driven culture.
• Governance, Compliance & Risk Management – 10%
  • Ensure compliance with regulatory requirements (FDCPA, UDAAP, CFPB).
  • Partner with Legal, Compliance, and Risk teams to mitigate operational risk.
  • Maintain strong control frameworks across collections, recovery, fraud, and bankruptcy.
  • Drive governance, reporting, and audit readiness.

Requirements

• 12+ years of progressive leadership and relevant experience in consumer finance.
• Minimum 5 years of financial, customer, and operational performance management in collections, asset recovery, and financial recoveries.
• Demonstrated success operating at a director level—leading leaders, managing risk and financial performance, and owning enterprise-level outcomes.
• Minimum 3 years in developing and using advanced behavioral data modeling and internal/vendor-based technologies to optimize collections and recoveries performance.
• Minimum 5 years in delivering technology and data initiatives; experience in product management and agile methodologies.
• Ability to balance customer outcomes with strong financial and risk discipline.
• Bachelor’s Degree.

Skills

• Data/performance-driven: Exceptional understanding of collections and recovery performance drivers, with experience using segmentation and data to drive performance-driven change. Experience in running structured segmentation and product experiments is a plus.
• Bias to action: Executive-level charter to deliver key opportunities while building an org structure and talent model that sets a high bar for employees. Acts like an owner, taking full responsibility for functional performance and partnering transparently with stakeholders.
• Ability to influence and lead change: Willingness to challenge the status quo by driving pragmatic, forward-leaning change across people, process, performance, and technology.
• Customer Centricity: Deep respect for keeping promises to customers, creating clarity during stressful moments, and ensuring consistent, well-managed interactions.
• Clear communicator: Excellence in communication and storytelling to set expectations, motivate employees, present to C-levels, hold vendors accountable, and partner successfully with stakeholders.