Hybrid Collections Operations & Quality Leader

Oriental; Bayamón (PR); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Oriental in Bayamón, Puerto Rico, seeks an Operational Support & Quality Lead to oversee the Collections function, including QA, reporting, audits, and controls. You will supervise a team of Associates, ensure timely, accurate work, and collaborate with internal and external teams to strengthen controls and drive improvements.

This role requires advanced Excel, regulatory knowledge, and leadership to coach staff, handle escalations, coordinate audits, and implement AI-enabled process

Qualifications

• Bachelor's degree in a related field is required.
• 3+ years in collections, banking operations, quality assurance or related areas.
• Advanced Excel skills for data analysis and reporting.
• Strong knowledge of operational controls and regulatory requirements.
• Experience supporting audits and compliance activities.

Responsibilities

• Supervise Associates by balancing workloads and providing coaching.
• Oversee default reporting ensuring accuracy and timeliness.
• Coordinate audits, analyze findings, and monitor corrective actions.
• Monitor daily reporting and operational control activities.
• Administer call monitoring to measure quality and customer experience.
• Lead AI initiatives by defining KPIs and monitoring adoption.
• Provide guidance to internal/external collections teams for escalations.
• Develop and enhance procedures, dashboards, and reports.
• Identify risks and opportunities to strengthen controls.
• Support audits, regulatory reviews, and special projects.
• Collaborate with cross-functional teams on process improvements.

Skills

Leadership

Excel analysis

Regulatory compliance

Quality assurance

Stakeholder communication

Education

Bachelor's degree in Business Administration, Finance, or related field

Tools

Infinity

Metavante

Horizon

Base 2000

Job description

Oriental in Bayamón, Puerto Rico, seeks an Operational Support & Quality Lead to oversee the Collections function, including QA, reporting, audits, and controls. You will supervise a team of Associates, ensure timely, accurate work, and collaborate with internal and external teams to strengthen controls and drive improvements.

This role requires advanced Excel, regulatory knowledge, and leadership to coach staff, handle escalations, coordinate audits, and implement AI-enabled process