Director, Collections Performance & Recovery

• Lead multiple managers and teams responsible for collections performance enablement and recovery operations.
• Establish clear expectations, performance standards, and accountability measures across the organization.
• Build leadership capability within frontline and mid-level management teams.
• Foster a culture focused on continuous improvement, operational excellence, customer experience, and regulatory compliance.
• Develop succession plans and talent pipelines for critical leadership and specialist roles.

• Lead the enterprise collections performance enablement function, ensuring employees and leaders are prepared to successfully execute collection strategies and operational priorities.
• Oversee training, onboarding, communications, and knowledge management programs that drive workforce capability, consistency, and performance.
• Direct operational readiness and change management activities to support the successful implementation of new processes, technologies, and business initiatives.
• Establish performance objectives, governance practices, and continuous improvement initiatives that enhance employee effectiveness and collections results.

• Lead the post-charge off recovery function, ensuring effective execution of recovery strategies that optimize recoveries and reduce losses. 
• Oversee internal recovery teams, third-party agencies, and debt sale programs to drive strong operational, customer, and financial outcomes.
• Direct recovery process and portfolio optimization initiatives that improve recovery effectiveness, efficiency, and compliance.
• Establish performance management, governance, and reporting practices that enable data-driven decision making and accountability for recovery results.
• Partner with department leaders and finance to establish annual recovery budgets and maintaining expenses within established thresholds to include vendor and employee costs.

• Establish performance metrics, reporting routines, and accountability processes across all functions to include monthly refresh of net loss and recovery forecasts
• Monitor effectiveness of training, communications, and recovery programs.
• Identify root causes of performance gaps and drive corrective actions.
• Lead initiatives to improve productivity, quality, customer outcomes, and financial performance.
• Ensure resources are aligned to evolving business priorities and portfolio needs.

• Partner with Collections Strategy, Risk, Operations, Finance, Compliance, Legal, Vendor Management, and Technology teams.
• Translate strategic collection initiatives into frontline execution plans.
• Support implementation of new collection treatments, workflows, tools, and operational processes.
• Influence enterprise decisions through operational insights and performance trends.
• Serve as a key leader in collections governance and business review forums.

• Ensure all activities comply with regulatory requirements, internal policies, and customer treatment standards.
• Maintain strong controls over collections and recovery processes.
• Monitor operational risks and escalate issues appropriately.
• Support audit, compliance review, and regulatory examination activities.
• Reinforce ethical and customer-focused decision making throughout the organization.

• Bachelor's degree in Business, Finance, Management, or a related field, or equivalent combination of education and experience.
• 8-10 years’ experience in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or a related financial services function.
• 5-10 years of people leadership experience, managing large teams.
• Experience leading cross-functional initiatives and influencing outcomes across multiple stakeholder groups.
• Strong analytical skills with experience interpreting operational, financial, and portfolio performance metrics.
• Experience developing executive-level presentations and business communications.
• Demonstrated project management, organizational, and problem-solving skills.
• Experience working with external servicing partners and third-party vendors.
• Experience supporting loss forecasting, recovery forecasting, delinquency forecasting, financial planning, or portfolio management activities.
• Knowledge of collections and recovery regulations, audit practices, and operational controls.
• Experience supporting system enhancements, business requirements, or product management initiatives.
• Familiarity with AI, automation, analytics, and emerging technologies within financial services.

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

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FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

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