Manager, Delinquency Management (QC & Operations)

Oriental Bank; Bayamón (PR); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Oriental Bank in Puerto Rico seeks a Manager, Delinquency Management to lead the Operational and Quality Support team within Collections. You will oversee daily operations, drive quality, reporting, and compliance, and implement controls to ensure accurate management reporting for investors and insurers.

The role requires a Bachelor's in Business Administration, Finance, or related field, 5+ years in banking, and 3+ years of leadership.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Management, or a related field.
• Five (5+) years of experience banking, preferably in collections, operations, quality assurance, compliance, or related functions.
• Three (3+) years of leadership experience with team management and coaching.
• Experience with reporting platforms, BI tools, workflow automation, and data analytics is preferred.
• Strong knowledge of banking regulations, collections operations, and risk management.

Responsibilities

• Manage daily operations of the Operational and Quality Support area to meet standards and deadlines.
• Lead, coach, and develop team members to align with departmental objectives.
• Evaluate processes and implement improvements to enhance efficiency, reporting quality, and controls.
• Develop analytical tools and dashboards to monitor trends and support decision-making.
• Oversee compliance with policies and regulatory requirements; coordinate audits and corrective actions.

Skills

Leadership

Analytical thinking

Communication skills

Bilingual English/Spanish

Education

Bachelor's degree in Business Administration

Bachelor's degree in Finance

Bachelor's degree in Management

Tools

Reporting platforms

BI tools

Workflow automation

Contact center systems

Data analytics

Excel

PowerPoint

Job description

The Manager, Delinquency Management leads the Operational and Quality Support team within the Collections Unit, ensuring operational support, quality control, reporting, and compliance activities are executed effectively and aligned with business priorities. This role oversees the development, implementation, and monitoring of processes, procedures, and controls to ensure accurate reporting for management, investors, guarantors, and insurers. The Manager provides proactive recommendations to the Internal Collections Manager, External Collections Manager, and Collections Manager to strengthen operational performance, quality standards, and risk management practices. Position works hybrid and reports to Bayamon, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Manage the daily operations of the Operational and Quality Support area, ensuring activities are organized, prioritized, and completed in accordance with established standards and deadlines.
• Lead, coach, and develop team members by fostering accountability, productivity, open communication, and alignment with departmental objectives.
• Evaluate existing processes, identify improvement opportunities, and implement solutions that enhance operational efficiency, reporting quality, and control effectiveness.
• Develop and maintain analytical tools, dashboards, and reporting mechanisms to monitor trends, support decision‑making, and improve collection strategies.
• Oversee administrative and operational controls to ensure compliance with institutional policies, procedures, and applicable regulatory requirements.
• Manage audits, quality assurance reviews, internal assessments, and related findings, including auditor coordination, response documentation, and corrective action follow‑up.
• Provide recommendations and operational insights to the Internal Collections Manager, External Collections Manager, and Collections Manager regarding quality trends, process enhancements, risk exposures, and strategic initiatives.
• Lead or support projects involving process improvement, data management, automation, analytics, and artificial intelligence initiatives within the Collections Unit.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Finance, Management, or a related field required.
• Five (5+) years of experience banking preferably in collections, operations, quality assurance, compliance, or related banking functions required.
• Three (3+) years of leadership experience, including team management, performance coaching, and employee development required.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Experience with reporting platforms, business intelligence tools, workflow automation technologies, contact center systems, and data analytics solutions preferred.
• Strong knowledge of collections operations, quality assurance methodologies, operational controls, investor and insurer reporting requirements, banking regulations, consumer protection laws, and risk management principles strongly preferred.
• Demonstrated ability to lead teams, manage performance, coordinate cross‑functional initiatives, and drive continuous improvement efforts.
• Strong analytical, problem‑solving, organizational, and decision‑making skills with the ability to manage multiple priorities in a fast‑paced environment.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and collaboration tools required.
• Excellent written and verbal communication skills in both English & Spanish, with the ability to effectively interact with senior leadership, auditors, regulators, business partners, and internal stakeholders.

WORK AUTHORIZATION & ELEGIBILITY:

Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization. Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities) Recruitment Privacy Statement Compliance Posters #LI-Hybrid

This may be the opportunity to change your life and take your career to the next level. Oriental is a great place to work, grow and develop. Each employee is key in the company's success. Our team consists of an excellent group of people and we believe you could be one of them. We offer you the opportunity to work and be part of an organization that is dedicated to progress. We offer diverse employment opportunities that go from internships to executive positions. We recognize that our employees are the most important asset of our company, which is why we foster an environment of collaboration, based on trust and mutual respect. Our selection process promotes equal employment opportunity and does not discriminate on grounds of sex, color, age, social status, religious beliefs, veteran status or disability.

Esta puede ser la oportunidad que cambie tu vida y lleve tu carrera profesional a otro nivel. Oriental es un gran lugar para trabajar, crecer y desarrollarse. Cada empleado es nuestro factor clave en el éxito de la compañía. La mejor gente del mundo trabaja aquí y creemos que podrías ser uno de ellos. Oriental te ofrece la oportunidad de trabajar y ser parte de una organización que se dedica al progreso. En Oriental ofrecemos diversas oportunidades de empleo, que van desde internados hasta puestos directivos. Reconocemos que nuestros empleados son el activo más importante de nuestra compañía, es por esto que fomentamos un ambiente de colaboración, basado en la confianza, el respeto mutuo, al valorar las diferencias de cada empleado. Nuestro proceso de selección es uno que promueve la igualdad de oportunidades en el empleo y no discrimina por razón de sexo, color, edad, condición social, creencias religiosas, condición de veterano o incapacidad. A continuación material de referencia incluyendo nuestra política de privacidad y leyes laborales aplicables: Afiches de Cumplimiento/ Leyes Laborales Política de Privacidad de Reclutamiento.