Director, Collections Performance & Recovery

Fnbo---First-National-Bank-of-Omaha-1; 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)

Tuition Assistance

Job summary

FNBO is seeking a Collections Performance & Recovery Leader to oversee managers and teams across collections enablement and recovery operations. The role focuses on training, onboarding, and governance to drive performance, recoveries, and regulatory compliance.

You will partner with finance, risk, and operations to budget and execute recovery strategies, including vendor and third-party collaborations, with a focus on customer outcomes and enterprise objectives.

Qualifications

• Bachelor's degree in Business, Finance, Management, or related field, or equivalent combination of education and experience.
• 8-10 years’ experience in Collections, Recovery, Consumer Lending, Credit Risk, Servicing Operations, or 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.

Responsibilities

• Lead multiple managers and teams responsible for collections performance enablement and recovery operations.
• Oversee training, onboarding, communications, and knowledge management programs to drive capability and performance.
• Direct operational readiness and change management for new processes, technologies, and business initiatives.
• Lead post-charge off recovery functions with internal teams, agencies, and debt sale programs to optimize recoveries and reduce losses.
• Establish performance metrics, governance, and reporting across all functions to enable data-driven decisions.

Skills

Leadership

People management

Analytics

Cross-functional collaboration

Regulatory compliance

Forecasting

Communication

Project management

Vendor management

AI/Automation

Education

Bachelor's degree in Business/Finance/Management

Job description

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.Summary of the Job: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 DevelopmentLead 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 TeamLead 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 OffLead 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 ManagementEstablish performance metrics, reporting routines, and accountability processes across all functions to include monthly refresh of net loss and recovery forecastsMonitor 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 ExecutionPartner 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 & GovernanceEnsure 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.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-$191,995.00This 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:We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:Medical, Dental, Vision Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/ .For additional information regarding compensation and benefits, e-mail FNBO at [e-mail] . To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.Job number: R-20261756Equal 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.Learn more here.FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.Click here to download 'EEO is The Law' Self-Print PosterClick here to download 'EEO is The Law' Supplement for Federal ContractorsClick here to download 'EEO is The Law' GINA SupplementFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO 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.