Firmwide Operations BKO/Estates Recovery - Executive Director

Join our dynamic Collections Recovery and Supplier Services team, where we manage critical functions for Credit Card & Auto With a workforce spanning Orlando, Tampa, Tempe, and Wilmington, we are committed to excellence in managing high-risk processes and enhancing operational efficiency.

As an Executive Director within our Collections, Recovery and Supplier Services team, you will lead a multi-site operations team of approximately 100 employees.

You will be responsible for formulating the annual budget, managing daily operational performance, and driving business strategy to adapt to shifting priorities.

Your role will involve collaborating with multi-line of business key stakeholders to enhance customer experiences and address emerging risks.

In this role, you will champion new initiatives and continuous improvement ideas, leveraging machine learning and artificial intelligence to streamline processes.

You will maintain a strong control environment, ensuring adherence to company policies and regulatory requirements, while fostering an environment where risk and control issues are anticipated and identified.

Job responsibilities:

Oversee and coordinate relationships with law firms specializing in bankruptcy for both Card and Auto

Direct and manage the supplier relationship for probate services related to Card accounts

Formulate the annual budget and volume forecast, ensuring alignment with monthly projections and unit cost objectives

Manage all aspects of daily operational performance including productivity, quality, cost management, colleague engagement, and controls

Establish and drive the execution of business strategy adapting appropriately to competing demands and shifting priorities

Champion new initiatives and continuous improvement ideas; work effectively with business partners to design, introduce or re-engineer existing processes

Leverage learning management systems, machine learning, and artificial intelligence to streamline processes and enhance operational efficiency

Implement AI-driven solutions to optimize workflows and improve decision-making processes

Demonstrate exceptional people leadership skills by setting and communicating goals, measuring accomplishments, and holding people accountable

Maintain a strong control environment in close partnership with multi-product Legal, Risk, Compliance, and Controls ensuring adherence to company policies and regulatory requirements

Lead and manage a multi-site operations team of 100 employee

Required qualifications, capabilities, and skills:

15 years of management and leadership experience

10 years of industry experience, preferably in financial services

Experience in Credit Card, Overdraft, and Auto Operations, Risk, or Controls

Strong strategic thinking and execution skills

Excellent analytical and financial acumen

Proven problem-solving skills and ability to work with globally diverse teams

Strong leadership presence and ability to influence senior management

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