Director, Collections Performance & Recovery

First National Bank of Omaha; Omaha (NE); On-site; USD 113,000 - 192,000; Full time

Benefits offered by this job

Medical

Dental

Vision Insurance

401k, With Matching Contributions

Time Off Programs

Health Savings Account (HSA)/Dependent

Employee Banking

Growth Opportunities

Tuition Assistance

Short-Term/Long-Term Disability

Job summary

First National Bank of Omaha (FNBO) seeks a Collections Performance & Recovery Leader to guide managers and teams across collections and recovery. You will drive training, governance, and data-driven decision making to maximize recoveries and control losses.

Partner with risk, operations, finance, compliance, and vendors to translate enterprise priorities into actionable plans. This role emphasizes leadership development, accountability, and continuous improvement, with a focus on customer

Qualifications

• Bachelor's degree in Business, Finance, Management, or related field, or equivalent experience.
• 8–10 years’ experience in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or related financial services.
• 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.
• Experience working with external servicing partners and third-party vendors.
• Experience supporting loss forecasting, recovery forecasting, delinquency forecasting, financial planning, or portfolio management.
• 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.

Responsibilities

• 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 teams are prepared to execute collection strategies and priorities.
• Oversee training, onboarding, communications, and knowledge management programs.
• Direct operational readiness and change management to support new processes, technologies, and initiatives.
• Establish performance objectives, governance practices, and continuous improvement initiatives.
• Drive governance and reporting to enable data-driven decision making and accountability for recovery results.
• Partner with department leaders and finance to establish annual recovery budgets and control expenses.

Skills

Leadership experience

Analytical skills

Executive-level communication

Vendor management

Forecasting & planning

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

Summary

The Collections Performance & Recovery Leader is responsible for leading managers and teams that drive customer debt resolution outcomes across the collections and recovery lifecycle. This role oversees both pre-charge off enablement activities and post-charge off operations including recovery optimization and loss mitigation efforts. The leader is accountable for the development and performance of teams responsible for collections training, communication, process enablement, operational readiness, recoveries, debt sales, forecasting, and other post-charge off recovery activities. Through strong leadership, operational discipline, and cross-functional collaboration, the role ensures teams are equipped to execute consistently, deliver strong customer outcomes, maximize recoveries, and support enterprise financial objectives.

About This Role

Leadership & Team Development

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.

Collections Performance Team

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.

Post Charge Off

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.

Operational Performance Management

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.

Business Partnership & Strategic Execution

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.

Risk, Compliance & Governance

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 escrow issues appropriately. Support audit, compliance review, and regulatory examination activities. Reinforce ethical and customer-focused decision making throughout the organization.

The Ideal Candidate for This Role

• 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.
• Candidates must possess unrestricted work authorization and not require future sponsorship.

Compensation

Compensation range (base pay): $112,937.00-$191,995.00. 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.

Work Environment

It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.

Benefits Overview

• Medical
• Dental
• Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/

Job number: R-20261756

Equal Opportunity & Belonging

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.

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

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC.

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants).

Application Deadline

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.