Lead Creditor Operations Supervisor

InCharge Debt Solutions; Orlando (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

InCharge Debt Solutions seeks a Supervisor of Creditor Operations to lead the day‑to‑day management of the Creditor Operations team. You will oversee specialists handling DMP proposals, creditor communications, and Fairshare recovery, ensuring proposals move smoothly from creation to client activation.

You will mentor a team, uphold regulatory compliance, and drive continuous process improvements while delivering an exceptional client experience.

Qualifications

• 3–5 years of supervisor or team lead experience in admin operation/back-office.
• Knowledge of creditor processing, debt management programs, Fairshare concepts, and proposal workflows.
• Exceptional attention to detail in high-volume, regulated environments.
• Experience in conflict resolution and employee relations issues.
• Proven ability to create, implement and manage employee performance metrics and reporting.
• Proven track record of achieving results through team collaboration.
• Proven ability to lead, mentor, and motivate a team to achieve performance goals.
• Exceptional in coaching sessions and providing constructive feedback.
• Strong decision-making and problem-solving skills.
• Ability to handle complex issues and guide team members effectively.

Responsibilities

• Direct Team Supervision: Lead, mentor, and motivate Creditor Operations Specialists to meet daily productivity, quality, and service level goals.
• Process Advocacy: Maintain a culture of precision where staff understand the link between operational speed and financial integrity.
• Culture of Accountability: Foster a high-performance environment focused on accuracy, efficiency, and continuous improvement.
• Proposal Lifecycle Oversight: Monitor processing of proposals and creditor responses to maximize Fairshare recovery.
• Workflow Optimization: Collaborate with stakeholders to refine cross-functional workflows and reduce silos.
• Escalation Management: Serve as first point of escalation for complex proposal issues or creditor disputes.
• Internal Control Adherence: Ensure compliance with procedures and documentation standards.
• KPI Monitoring: Track and report on key performance indicators, including turnaround times and staff productivity.
• Process Improvement: Identify bottlenecks and propose enhancements for scalability and efficiency.
• Daily Administration: Manage schedules, timecards, attendance for back-office functions.
• Staff Development: Support recruitment, onboarding, and training of new hires.
• Performance Documentation: Maintain records of coaching sessions and performance reviews.

Skills

Team leadership

Process improvement

Data analytics

Coaching

Time management

Communication

Problem solving

Adaptability

Attention to detail

Education

High school diploma or GED

Equivalent combination of education & experience

Job description

InCharge Debt Solutions seeks a Supervisor of Creditor Operations to lead the day‑to‑day management of the Creditor Operations team. You will oversee specialists handling DMP proposals, creditor communications, and Fairshare recovery, ensuring proposals move smoothly from creation to client activation.

You will mentor a team, uphold regulatory compliance, and drive continuous process improvements while delivering an exceptional client experience.