Group Manager - Skip Tracing, Legal Collections

About the role

Responsible for the day-to-day operations and management of a Skiptracing team. Leads overall production, production quality, employee development and engagement, and performance management and coaching. Reinforces company goals, policies, practices, and values.

Responsibilities

• Mentor, manage, and coach team members to drive consistent achievement of operational goals; track performance through monitoring, analysis, and observation.
• Manage team's performance with quality metrics to achieve company and departmental goals by proactively monitoring daily, weekly, and monthly operational statistics and reporting trends and variances to identify and resolve issues that could negatively impact production commitments or service levels.
• Identify opportunities for process improvement in operational and company procedures by working across departments, sites, and global initiatives.
• Strategize, coordinate, and implement improvements to enhance the overall employee experience.
• Anticipate the needs of employees and the business to deliver strong business results.
• May lead key projects, as assigned.
• Inform management of potential trends, issues, and opportunities.
• Partner with leadership in resolving issues by acting as a subject matter expert through the demonstration of technical and cultural knowledge.
• Ensure appropriate Quality Controls are in place and effective.
• Train and develop the skip tracing team members to enhance individual and department performance/productivity and employee engagement.
• On-board new Group Managers.
• Perform other duties, as assigned.

Minimum Requirements

• Education: High School Diploma
• Experience: 3–5 years leading people in a high-pace competitive environment or equivalent education and experience

Knowledge, Skills, Abilities, and Other Attributes

• Proficient in MS Office Suite
• Skilled in process mapping
• Skilled in data interpretation and analysis
• Strong people leadership and interpersonal skills
• Ability to communicate openly and honestly
• Ability to motivate through appropriate messaging
• Ability to motivate and deliver in a fast-paced high-performance environment
• Ability to influence employees and stakeholders
• Ability to lead by example while maintaining a positive and professional outlook

Preferred Qualifications

• Education: Bachelor's degree
• Experience: 5–7 years in Financial Services, Call Center and/or legal production background

Preferred Knowledge, Skills, Abilities, and Other Attributes

• Advanced knowledge of Excel
• Familiarity with legal processes
• Lean/Six Sigma significant leadership skills

Benefits

• Competitive salary with monthly incentives or annual bonus eligibility
• Paid training and development programs including MCM Academy and a promote-from-within philosophy
• Reward and recognition programs ranging from informal accolades to company-wide awards and prizes such as all-inclusive vacations
• Tuition assistance for degree or coursework related to current or aspirational roles
• Comprehensive healthcare plans with fitness membership reimbursements, wellness rewards program, and more
• Up to eight hours of paid volunteer time off annually, plus volunteer grants and matching donations up to US$2,500 per employee
• Retirement savings programs
• Company-paid leave for new parents, new parent flex time, and child back-up care options
• Company-sponsored team-building events and department outings
• Paid and floating holidays and generous paid time off
• Employee-first approach including wellness and mental health initiatives, volunteerism support, environmental efforts, leadership training, skill-building, and tuition reimbursements