Collections Operations Director: Strategy, Growth & Leadership

Phillips & Cohen Associates; Columbus (OH); Hybrid; USD 140,000 - 210,000; Full time

Job summary

Phillips & Cohen Associates, LLC, the global leader in estate account management, seeks a General Manager for its Gahanna, Ohio office. You will oversee the overall management, performance, and recovery strategy of our portfolios and lead large, high-performing teams.

Initially onsite for 90–120 days, a hybrid schedule may follow. The ideal candidate has extensive debt collection and call center leadership experience, strong regulatory knowledge, and excellent analytics to drive revenue, client

Qualifications

• Minimum of five (5) years of progressive leadership experience in debt collection operations.
• Extensive knowledge of debt collection industry best practices, regulatory requirements, and recovery strategies.
• Proven success leading teams, developing future leaders, and achieving operational and financial objectives.
• Demonstrated ability to drive portfolio performance, operational efficiency, revenue growth, and client satisfaction.
• Strong business acumen with portfolio management, budgeting, and resource allocation experience.
• Experience using operational metrics and data analysis to support decisions and continuous improvement.
• Proven ability to build and maintain client relationships and represent PCA in meetings.
• Knowledge of digital collections strategies, technologies, and emerging industry trends preferred.

Responsibilities

• Shape and execute operational strategies to drive revenue growth and client satisfaction.
• Build and develop a high-performing leadership team through talent development and succession planning.
• Drive performance optimization through portfolio and client data analysis to improve recovery rates and productivity.
• Direct portfolio strategy, account inventory management, performance management, and expense controls.
• Optimize operational workflows and recovery strategies to improve efficiency and portfolio performance.
• Foster and strengthen client relationships as a strategic operational partner and provide performance insights.
• Champion compliance and risk management by ensuring adherence to applicable requirements.
• Direct workforce planning and resource allocation to achieve optimal staffing and performance.
• Cultivate accountability, engagement, continuous improvement, and policy compliance.
• Contribute to organizational strategy through executive partnership on initiatives.

Skills

Debt collection leadership

Regulatory knowledge

Data analysis

Client relationship management

Education

Bachelor's degree preferred

Job description

Phillips & Cohen Associates, LLC, the global leader in estate account management, seeks a General Manager for its Gahanna, Ohio office. You will oversee the overall management, performance, and recovery strategy of our portfolios and lead large, high-performing teams.

Initially onsite for 90–120 days, a hybrid schedule may follow. The ideal candidate has extensive debt collection and call center leadership experience, strong regulatory knowledge, and excellent analytics to drive revenue, client