Recovery Manager

Genesis BPO LLC; Ciudad de México; On-site; MXN 446,000 - 502,000; Full time

Benefits offered by this job

Unlimited Team Performance Bonus

Grocery Vouchers

Work-Life Balance

Paid Training

Ongoing Development

Referral Program

Great Culture

Modern Office

Collaborative Atmosphere

Technology-Rich

Growth-Oriented Culture

Clear Reporting Structure

Leadership Development

Cross‑Functional Exposure

Skill Building

Job summary

Genesis Management is seeking an experienced Collections Manager to lead our collections operations as Director of Operations. You will coach a team in a fast-paced call center, drive performance, and ensure compliance with FDCPA/CFPB requirements.

The role oversees 3–6 specialists, with a focus on coaching, evaluations, and process improvements to meet recovery targets. This position offers market-competitive compensation with strong bonus opportunities.

Qualifications

• Bilingual English/Spanish communication skills.
• 3+ years of direct supervisory experience managing a collections team in a call center environment.
• Leadership experience overseeing a collections team of 5+ agents.
• Proven experience conducting performance evaluations, disciplinary actions, and coaching sessions.
• Demonstrated experience hiring, training, and developing collection agents.
• A track record of meeting recovery targets as a collections team leader.
• Working knowledge of FDCPA and CFPB compliance requirements.

Responsibilities

• Manage a team of 3–6 collections specialists, overseeing daily operations and performance.
• Conduct regular one-on-one coaching sessions to strengthen each team member's results.
• Lead formal performance evaluations and document employee development plans.
• Manage schedules, attendance, and adherence to company policies.
• Monitor and report on team KPIs, including collection rates, recovery amounts, and compliance metrics.
• Analyze daily metrics and performance reports to identify improvement opportunities.
• Drive cost-effectiveness and efficiency through process optimization.
• Participate in management meetings and deliver team performance updates.

Skills

Bilingual English/Spanish

3+ years supervisory experience

Collections leadership

Team coaching

Performance evaluations

Compliance knowledge

Tools

Five9

Infinity

ADP

Job description

Genesis Management | Experienced Leadership Position

Schedule

Reports to

$40,000 – $45,000 MXN gross/month + unlimited team bonus

Director of Operations

About the Role

We're looking for an experienced Collections Manager to lead our collections operations. This role is built for proven leaders who have managed collections teams in a call center environment and know what it takes to drive performance, hold teams accountable, and deliver operational excellence.

If you've coached and developed collections specialists and understand the complexities of team management in a fast-paced, compliance-driven setting, we want to hear from you.

About Genesis Management

At Genesis, we're more than a financial services company. We're a community of go-getters driven by passion and purpose. Our core values guide everything we do:

You'll join an energetic, supportive environment that puts your growth front and center, sparks creativity through collaboration, and celebrates every win, big or small.

What You'll Do

• Manage a team of 3–6 collections specialists, overseeing daily operations and performance
• Conduct regular one-on-one coaching sessions to strengthen each team member's results
• Lead formal performance evaluations and document employee development plans
• Manage schedules, attendance, and adherence to company policies

Performance & Strategy

• Monitor and report on team KPIs, including collection rates, recovery amounts, and compliance metrics
• Analyze daily metrics and performance reports to identify improvement opportunities
• Drive cost-effectiveness and efficiency through process optimization
• Participate in management meetings and deliver team performance updates

Operations & Compliance

• Handle escalated collection cases and complex debtor negotiations
• Ensure 100% compliance with FDCPA and CFPB regulations
• Maintain expert-level proficiency in our collections and workforce platforms (ADP, Five9, Infinity)

What You Bring

Must-Haves

• Bilingual English/Spanish communication skills
• 3+ years of direct supervisory experience managing a collections team in a call center environment
• Leadership experience overseeing a collections team of 5+ agents
• Proven experience conducting performance evaluations, disciplinary actions, and coaching sessions
• Demonstrated experience hiring, training, and developing collection agents
• A track record of meeting recovery targets as a collections team leader
• Working knowledge of FDCPA and CFPB compliance requirements

Nice-to-Haves

• Experience with escalation management and complex customer issue resolution
• Technical proficiency with Five9, Infinity, or equivalent collections software
• Financial services industry background
• Strong decision-making skills in high-pressure situations
• Excellent written and verbal communication for reporting to senior management

What We Offer

• Unlimited Team Performance Bonus: Your earning potential grows with your team's success
• Grocery Vouchers: 10% of salary after the 90-day probation period
• Work-Life Balance: Monday to Friday, 7:00 AM – 4:00 PM, with no evenings or weekends
• Paid Training: A comprehensive program that sets you up for success from day one
• Ongoing Development: Skill-building workshops and continuous learning opportunities
• Referral Program: Earn up to $500 MXN for referring great talent
• Great Culture: A collaborative team that values your ideas and celebrates every success
• Modern Office: A climate-controlled, professional workspace
• Collaborative Atmosphere: Work alongside motivated, results-driven professionals
• Technology-Rich: Access to leading collections platforms and tools
• Growth-Oriented Culture: We invest in your continuous learning and development
• Clear Reporting Structure: A direct line to the Director of Operations
• Leadership Development: Hands-on experience building and developing your team
• Cross‑Functional Exposure: Collaborate with multiple departments and senior leadership
• Skill Building: Deepening your expertise in collections management & compliance

Ready to Lead?

We offer competitive compensation and real growth opportunities for the right management professional. If you're ready to make an impact and take the next step in your collections management career,

Important: Your resume must be submitted in English to be considered for this position.