Outsource Performance Manager

Insight Global; Draper (UT); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

HSA, FSA, and DCFSA accounts

401k with employer matching

Paid time off / sick leave as per law

Job summary

Insight Global is seeking an Outsource Performance Manager for a client in the financial services and collections industry. You will manage day-to-day performance of external law firms and collection agencies, track KPIs, SLAs, and forecasted outcomes.

You will analyze data, develop reports, ensure regulatory compliance (FDCPA, Regulation F), and hold partners accountable for results. This role offers competitive compensation and comprehensive benefits, with opportunities to influence recoveries

Qualifications

• 5-10 years of progressive experience in credit and collections or receivables management operations.
• Minimum 5 years managing outsourced vendor performance, such as collection agencies, law firms, or BPO partners.
• Minimum 3 years of people leadership experience, including coaching and performance management.
• Working knowledge of legal collections and post-judgment operations, including litigation workflow, judgment enforcement, and garnishment.
• Demonstrated analytical experience, including scorecard design, KPI interpretation, and use of business intelligence tools.
• Working knowledge of federal and state collection regulations, including FDCPA and Regulation F, and agency and law firm licensing requirements.

Responsibilities

• Manage the day-to-day performance of external law firms and collection agency partners.
• Track and drive key operational and financial KPIs, SLAs, and forecasted outcomes.
• Evaluate vendor performance and identify opportunities to improve recoveries, productivity, quality, and cost efficiency.
• Manage inventory placement strategies across external partners based on performance and business needs.
• Develop and maintain performance reports, dashboards, and analytical insights for internal stakeholders.
• Conduct vendor audits and monitor call quality, collection practices, and overall adherence to established processes.
• Serve as an escalation point for vendor performance issues, settlements, complaints, and other operational concerns.
• Partner with internal compliance and operational teams to ensure vendors are meeting regulatory and company requirements.
• Monitor remittances, invoicing, reporting, and data integrity across vendor relationships.
• Build strong relationships with internal stakeholders and external partners while holding vendors accountable to performance expectations.

Skills

Analytical experience

Scorecard design

KPI interpretation

Business intelligence tools

Job description

Job Description

Insight Global is seeking an Outsource Performance Manager for one of our clients in the financial services and collections industry. This individual will be responsible for managing the performance of external law firms and collection agencies, with a focus on operational performance, compliance, vendor management, and financial outcomes.

The ideal candidate will have experience managing outsourced vendors or agency partners in a highly regulated environment and will be comfortable analyzing performance data, monitoring KPIs and SLAs, identifying areas for improvement, and holding external partners accountable for results.

Responsibilities

• Manage the day-to-day performance of external law firms and collection agency partners.
• Track and drive key operational and financial KPIs, SLAs, and forecasted outcomes.
• Evaluate vendor performance and identify opportunities to improve recoveries, productivity, quality, and cost efficiency.
• Manage inventory placement strategies across external partners based on performance and business needs.
• Develop and maintain performance reports, dashboards, and analytical insights for internal stakeholders.
• Conduct vendor audits and monitor call quality, collection practices, and overall adherence to established processes.
• Serve as an escalation point for vendor performance issues, settlements, complaints, and other operational concerns.
• Partner with internal compliance and operational teams to ensure vendors are meeting regulatory and company requirements.
• Monitor remittances, invoicing, reporting, and data integrity across vendor relationships.
• Build strong relationships with internal stakeholders and external partners while holding vendors accountable to performance expectations.

Compensation:

$95,000 to $115,000.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Skills and Requirements

• 5-10 years of progressive experience in credit and collections or receivables management operations
• Minimum 5 years managing outsourced vendor performance, such as collection agencies, law firms, or BPO partners
• Minimum 3 years of people leadership experience, including coaching and performance management
• Working knowledge of legal collections and post-judgment operations, including litigation workflow, judgment enforcement, and garnishment
• Demonstrated analytical experience, including scorecard design, KPI interpretation, and use of business intelligence tools
• Working knowledge of federal and state collection regulations, including FDCPA and Regulation F, and agency and law firm licensing requirements

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].