Manager, Team Lead, GM - General Manager

Phillips & Cohen Associates, Ltd.; Gahanna (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Phillips & Cohen Associates, Ltd. seeks an experienced General Manager for its Gahanna, Ohio office.

This onsite role reports to the SVP, Operations - North America, and is responsible for overall management, performance, and recovery strategy of the company's account portfolios, while leading operational teams and driving stakeholder engagement. The ideal candidate brings extensive debt collection and call center leadership experience, strong regulatory knowledge, and analytical skills to

Qualifications

• Minimum of five years of progressive leadership in debt collection operations.
• Extensive knowledge of debt collection industry regulatory requirements and best practices.
• Proven success leading large teams and developing future leaders.
• Ability to drive portfolio performance, revenue growth, and client satisfaction.
• Bachelor's degree preferred; equivalent experience considered.

Responsibilities

• Shape and execute operational strategies to drive revenue growth and portfolio performance.
• Build and develop a high-performing leadership team.
• Drive performance optimization through portfolio and client data analysis.
• Direct portfolio strategy, inventory management, and expense controls.
• Foster client relationships and represent PCA in meetings with current and prospective clients.
• Champion compliance and risk management by ensuring adherence to all applicable requirements.
• Plan workforce and resource allocation to achieve optimal staffing levels.
• Contribute to organizational strategy with executive leadership on key initiatives.

Skills

Leadership

Debt collection

Regulatory knowledge

Data analysis

Client relationships

Budgeting

Strategic planning

Education

Bachelor's degree

Job description

Gahanna, OH, USA

Job Description

Posted Tuesday, July 28, 2026 at 4:00 AM

Position: General Manager

Phillips & Cohen Associates, LLC the global leader in estate account management with operations in the United States, United Kingdom, Canada, Australia, and New Zealand, seeks an experienced General Manager for its Gahanna, Ohio office. Reporting to the SVP, Operations - North America, this role is responsible for the overall management, performance, and recovery strategy of the Company's account portfolios, as well as the leadership and development of operational management teams. The ideal candidate will possess extensive collections and call center leadership experience, knowledge of applicable regulatory requirements, strong analytical skills, and a demonstrated ability to lead large, high-performing teams. The successful candidate will be expected to work onsite full-time during the initial 90 to 120 days . This period is intended to facilitat e relationship building, stakeholder engagement, team collaboration, and the establishment of credibility and influence within the organizatio n . A hybrid work schedule may be considered there afte r .

Responsibilities

• Shape and execute operational strategies in partnership with senior leadership to drive revenue growth, portfolio performance, productivity, quality, client satisfaction, and organizational effectiveness.
• Build and develop a high-performing leadership team through talent development, succession planning, performance management, and the PCA Career Path program .
• Drive performance optimization through analysis of portfolio and client data, identifying opportunities, and implementing strategies to improve recovery rates, productivity, and revenue.
• Direct portfolio strategy, account inventory management, performance management , and expense controls to maximize operational effectiveness and financial results.
• Optimize operational workflows and recovery strategies to improve efficiency, productivity, and portfolio performance.
• Foster and strengthen client relationships by serving as a strategic operational partner, providing performance insights, supporting business objectives , and representing PCA to current and prospective clients.
• Champion compliance and risk management by ensuring adherence to all applicable federal, state, local, client, and company requirements.
• Direct workforce planning and resource allocation to achieve optimal staffing levels and operational performance.
• Cultivate a culture of accountability, engagement, continuous improvement, and compliance while ensuring cons istent application of company policies.
• Contribute to organizational strategy through partnership with executive leadership on key initiatives, business planning, and special projects.

Qualifications

• Minimum of five (5) years of progressive leadership experience in debt collection operations, including managing operations and multiple levels of staff.
• Extensive knowledge of debt collection industry best practices, regulatory requirements, and recovery strategies.
• Proven success leading teams, developing future leaders, and achieving operational and financial objectives .
• Demonstrated ability to drive portfolio performance, operational efficiency, revenue growth, and client satisfaction through strategic planning and execution.
• Strong business acumen, including experience with portfolio management, performance management, budgeting, and resource allocation.
• Experience utilizing operational metrics and data analysis to support decision-making, continuous improvement, and business results.
• Proven ability to build and maintain effective client relationships and represent the organization in client-facing meetings and strategic discussions.
• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.
• Knowledge of digital collections strategies, technologies, and emerging industry trends preferred.

S trategic Leadership

O perational Excellence

Talent Development

Client Relationship Management

Regulatory Compliance

Communication & Negotiation

Decision Making & Problem Solving

About Phillips & Cohen Associates, L LC PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and r easonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Phillips & Cohen Associates, Ltd.
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and r easonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.