Manager, Delinquency Management (QC & Operations)

Oriental; Bayamón (PR); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Oriental in Bayamón, PR, invites a Manager of Delinquency Management to lead the Operational and Quality Support team. The role emphasizes improving reporting accuracy, quality standards, and risk management within the Collections Unit.

You will oversee process development, monitoring, and cross-functional collaboration with Internal/External Collections Managers to strengthen performance. Hybrid work arrangement applies.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Management, or a related field required.
• Five (5+) years of experience in banking, preferably in collections, operations, quality assurance, compliance, or related banking functions.
• Three (3+) years of leadership experience including team management and coaching.
• Experience with reporting platforms, BI tools, workflow automation technologies, contact center systems, and data analytics solutions preferred.
• Strong knowledge of collections operations, quality assurance, regulatory reporting requirements, and risk management principles preferred.
• Excellent written and verbal communication skills in English and Spanish.

Responsibilities

• Manage the daily operations of the Operational and Quality Support area, ensuring activities meet standards and deadlines.
• Lead, coach, and develop team members fostering accountability and alignment with objectives.
• Evaluate processes and implement improvements to boost efficiency and control effectiveness.
• Develop analytical tools, dashboards, and reports to monitor trends and support decisions.
• Ensure compliance with policies, procedures, and regulatory requirements.
• Manage audits, QA reviews, and corrective action follow-up.

Skills

Leadership

Coaching

Communication

Analytics

MS Office

Bilingual EN/ES

Education

Bachelor's degree in Business Administration/Finance/Management

Tools

BI tools

Workflow automation

Reporting platforms

Data analytics tools

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)