Manager, Collections

What You'll Contribute

The Manager, Collections, is accountable for end-to-end performance of a defined portfolio, driving delinquency reduction, liquidation performance, and customer resolution strategies. This role blends operational leadership, data-driven strategy, and compliance oversight to deliver results while maintaining a customer-first approach.

What You'll Do

• Own performance of a defined delinquency portfolio including cure rate, account progression, liquidation, and overall portfolio health.
• Execute targeted collection strategies to improve customer resolution outcomes and optimize performance.
• Lead daily operations, ensuring consistent execution of call strategies, queue management, and workflow prioritization aligned to business goals.
• Monitor and analyze performance trends, leveraging data to identify gaps, adjust strategies, and drive continuous improvement.
• Hold direct accountability for team results, including productivity, quality, adherence, and compliance metrics.
• Coach and develop a team of supervisors and/or front-line collectors, providing real-time feedback, performance management, and career development support.
• Drive a culture of ownership and accountability, ensuring each team member understands their impact on portfolio performance.
• Partner cross-functionally with risk, strategy, analytics, compliance, and operations teams to influence and implement process improvements.
• Manage and resolve escalated customer situations, including complex disputes, hardship cases, and customized resolution strategies.
• Ensure all collection activities adhere to regulatory requirements (and internal policies, maintaining strong audit readiness).
• Identify opportunities to improve efficiency through process enhancements and workflow optimization.
• Deliver clear, data-driven reporting and insights to senior leadership, including performance drivers, risks, and action plans.

What You Must Have

• 3+ years proven track record of driving measurable results in a high-performance, metric-driven environment.
• Strong ability to analyze data, identify trends, and translate insights into actionable strategies that improve performance.
• Experience leading and developing teams, with a focus on accountability, coaching, and continuous performance improvement.
• Demonstrated success managing KPIs and performance targets, with ownership of outcomes at a team or portfolio level.
• Able to operate in a fast-paced, results-oriented environment, managing competing priorities while maintaining focus on key objectives.
• Strong problem-solving skills, with the ability to navigate complex situations and make sound, timely decisions.
• Excellent communication and influencing skills, with the ability to engage stakeholders and drive alignment across teams.
• Working knowledge of compliance, risk, or regulated environments, with the ability to balance performance objectives and operational controls.

Nice to Haves

• Bachelor’s degree in Business, Finance, or related field.
• Experience in collections, call center operations, financial services, or other performance-based environments.
• Experience managing segmented portfolios, customer strategies, or operational workflows.
• Exposure to performance analytics, workforce optimization, or strategy development.

Our Benefits

• Competitive base salaries
• Bonus incentives
• Generous PTO, Floating Holidays and 12 Federal Holidays observed
• Support for financial-well-being and retirement 401k with employer match
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
• Employer paid short-term/long-term disability and basic life insurance
• Paid parental leave and adoption reimbursement programs
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
• Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
• Tuition Reimbursement and Family Scholarship Programs
• Career development and training opportunities

Equal Opportunity Employer

Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.