Join the nation’s leader in second-look finance servicing as our Director of Operations, International BPO!

The impact you’ll have at Concora Credit:

You’ll be responsible for delivering consistent, exceptional execution from our Business Process Outsourcing (BPO) Team Members at locations in the Philippines, Jamaica, and Colombia as well as taking a key role in helping to guide the evolution of some of Concora Credit’s most critical relationships. You’ll work closely with leaders across the Operations organization and all of Concora Credit to drive continuous innovation and a world class customer experience.

The position is located at either of our offices in Beaverton, OR or Akron, OH and will lead a team of four managers working from locations around the country. We are looking for someone who has substantial experience managing one of more key functional areas within a card servicing environment such as customer service, collections, or fraud as well as significant experience of providing oversight to a BPO provider. If you are a leader who gets things done, values collaboration, transparent communication, and empowering the fantastic people who work alongside you, we'd love to have you join us!

We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

You’ll closely monitor daily, weekly, monthly and longer-term Key Performance Indicators (KPI) in order to assess performance trends and gaps and regularly push for improvement where needed. You will also have involvement in our evolving outsourcing strategy and ensuring our outsourced partners fulfill contractual requirements and that our oversight of servicing partners goes above and beyond regulatory expectations and is sufficient to ensure our customers receive an exceptional experience with each interaction. You will lead a team of four highly dedicated and passionate managers who will assist you in leading our international outsourcing operation.

These duties must be performed with or without reasonable accommodation.

We know experience comes in many forms and that many skills are transferable. If your experience is close to what we're looking for, consider applying. Diversity has made us the entrepreneurial and innovative company that we are today

Requirements:

• 5+ years of experience in a servicing environment, either in customer service, collections, fraud or other core functional area of servicing with a preference for experience across multiple functional areas
• 5+ years of experience working within a BPO provider or having experience providing direct oversight to a BPO provider within a broader servicing environment
• 5+ years of experience in a management role
• Solid collaboration skills, a focus on building strong relationships, and a desire to foster an environment of mutual support and success where delivering results and accountability are lived every day
• An intensity in approaching continuous improvement that leads to aggressive goal setting and a constructive dissatisfaction with KPI results compared to potential
• Ability to manage a high performing team, mentor strong performers who demonstrate high potential, and support their continued growth
• Strong ability to be a trusted representative of the company and display a high sense of professionalism when representing Concora Credit to the organizations that service Concora Credit accounts internationally and the communities where they are located
• Able and willing to not shy away from difficult and direct conversations with senior leaders of various organizations
• Background in developing oversight planning and documentation and a strong sense of rigor and follow up in providing third party oversight
• Some experience working with contractual provisions and a familiarity with business contracts is preferred
• Valid passport and a willingness to travel internationally is required for this position

What’s In It For You:

• Medical, Dental and Vision insurance for you and your family
• Relax and recharge with Paid Time Off (PTO)
• 6 company-observed paid holidays, plus 3 paid floating holidays
• 401k (after 90 days) plus employer match up to 4%
• Pet Insurance for your furry family members
• Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
• We invest in your future through Tuition Reimbursement
• Save on taxes with Flexible Spending Accounts
• Peace of mind with Life and AD&D Insurance
• Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability

Concora Credit provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Concora Credit Is an equal opportunity employer (EEO).

Please see the Concora Credit Privacy Policy for more information on how Concora Credit processes your personal information during the recruitment process and, if applicable, based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact caprivacynotice@concoracredit.com.