Director, Collections Operations

Glsllc; Greenville (SC); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive base pay

401K with employer match

Paid Time Off & holidays

Tuition Reimbursement

Parental Leave

Business casual work environment

Job summary

GLS seeks a Director, Collections Operations to lead an assigned operational team, directing strategy and day‑to‑day activities within the collections operation. The role collaborates with IT, Analytics, and Legal to optimize processes and ensure compliance with industry regulations.

The position emphasizes coaching, performance management, and building a world‑class team that delivers on company goals and customer experience. A strong leadership background in auto finance is essential.

Qualifications

• Minimum of bachelor’s degree required.
• Minimum of ten (10) years’ experience in auto finance originations and/or servicing, finance operations, or a related field required.
• Minimum of five (5) years’ experience building and leading teams and managers required, including the ability to hire, develop, motivate and deploy human resources to build a highly engaged and high performing team.
• Excellent critical thinking, problem-solving, and decision-making skills.
• Demonstrated ability to establish and enhance processes and leverage technology to improve business results.
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness.
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross‑functional partnerships across the business.
• Strong verbal and written communication skills.
• Team player that can adapt in a fast pace and changing environment.
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required.
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively establish and manage multiple conflicting priorities.
• Commitment to exemplifying the organizational core values and key competencies.
• Ability to think strategically and deliver tactically.

Responsibilities

• Oversee the assigned operational team(s) for the company to ensure company goals are achieved.
• Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives.
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations.
• Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary.
• Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters.
• Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations.
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company.
• Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste.
• Partner with Legal and Compliance departments to monitor departmental compliance with consumer finance industry laws and regulations, and take appropriate action to establish compliance when necessary.
• Drive innovative solutions to improve the customer experience.
• Ensure department level procedures are adequately developed, trained to, and followed to ensure proper quality.
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers.
• Create a highly engaging work environment to attract, develop, and retain talent.
• Build strategic alliances inside the organization to maximize business opportunities and persuade partners to take actions that align with the company’s business strategy and growth plan.
• Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results.
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management.
• Perform additional assignments and special projects as required by the needs of the company or as directed by management.

Skills

Leadership

Strategic thinking

Communication

Problem solving

Team development

Microsoft Office

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Director, Collections Operations

Director, Collections Operations at GLS will direct, build, and lead an assigned operational team, managing operations in accordance with company policy. This position is also responsible for actively participating in the development of the organization’s strategic direction and executing on the strategy as it relates to the assigned operational team.

Responsibilities

• Oversee the assigned operational team(s) for the company to ensure company goals are achieved
• Develop and grow the assigned team to meet staffing and business forecasts and maintain a structure sufficient to meet organizational goals and objectives
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
• Monitor associate productivity, quality of customer interactions, and other appropriate metrics to ensure performance expectations are achieved; provide meaningful and timely performance coaching and feedback to assigned staff as necessary
• Facilitate regularly scheduled team meetings to build communication and allow for training and discussion on departmental and company matters
• Consistently track, coach, and manage performance of team members, including coordination of work assignments, to meet and exceed company volume and quality expectations
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
• Partner with the Information Technology and Analytics teams to leverage technology and data to streamline processes, enhance the customer experience, improve quality, and eliminate waste
• Partner with Legal and Compliance departments to monitor departmental compliance with consumer finance industry laws and regulations, and take appropriate action to establish compliance when necessary
• Drive innovative solutions to improve the customer experience
• Ensure department level procedures are adequately developed, trained to, and followed to ensure proper quality
• Run daily reports to optimize workflow efficiency; ensure team meets service level expectations of internal and external customers
• Create a highly engaging work environment to attract, develop, and retain talent
• Build strategic alliances inside the organization to maximize business opportunities and persuade partners to take actions that align with the company’s business strategy and growth plan
• Manage workflows and growth of team with a focus on increasing efficiency, enhancing processing, and optimizing results
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Perform additional assignments and special projects as required by the needs of the company or as directed by management

Qualifications

• Minimum of bachelor’s degree required
• Minimum of ten (10) years’ experience in auto finance originations and/or servicing, finance operations, or a related field required
• Minimum of five (5) years’ experience building and leading teams and managers required, including the ability to hire, develop, motivate and deploy human resources to build a highly engaged and high performing team
• Excellent critical thinking, problem-solving, and decision-making skills
• Demonstrated ability to establish and enhance processes and leverage technology to improve business results
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness
• Excellent interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross‑functional partnerships across the business
• Strong verbal and written communication skills
• Team player that can adapt in a fast pace and changing environment
• Proficient computer skills with working knowledge of internet and standard business applications such as Microsoft Office; ability to quickly learn new computer applications as required
• Excellent organizational skills with high attention to detail and demonstrated ability to effectively establish and manage multiple conflicting priorities
• Commitment to exemplifying the organizational core values and key competencies
• Ability to think strategically and deliver tactically

Physical Requirements

• Remain in a stationary position up to 100% of the workday
• Constantly operate a computer and other standard office equipment
• Involve application of manual skills requiring motor coordination in combination with finger dexterity
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• Lift up to 25 pounds

Benefits

• Competitive base pay and performance bonuses, dependent on role
• Medical, dental, vision, telemedicine, supplemental insurance benefits, long‑term and short‑term disability
• 401K with employer match and 100% immediate vesting
• Paid Time Off (PTO) and paid company holidays to help you balance work and personal life
• Paid Volunteer Time Off (VTO) annually
• Tuition Reimbursement
• Parental Leave
• Business casual work environment

Legal & Employment Information

GLS participates in the E-Verify program to confirm the employment eligibility of all newly hired employees.

Applicants have rights under Federal Employment Laws.

Family and Medical Leave Act (FMLA)

Equal Employment Opportunity (EEO)

Employee Polygraph Protection Act (EPPA)

2023 California Applicant Privacy Notice

For more information about our company and other opportunities, visit www.glsauto.com.