Group Manager Operations

Midland Credit Management, an Encore Capital Group Company•Troy, MI

About The Position

Applicants must have current authorization to work in the United States on a full-time basis. The Group Manager Operations oversees the day-to-day operations and management of Senior Process Quality Specialists and Process Excellence Managers. This position is responsible for managing escalations and inquiries, including supervision of employees, process and procedure development, and execution. The Group Manager Operations also interacts with internal and external customers (including L.O. Firms and I.L. partners) as well as multiple cross-functional organizations. This position requires a balanced mix of people, process and project management with a solid understanding of the Legal Collections Channel.

Requirements

High School Diploma
1-3 years’ experience in a People Management role
Proficient in MS Office Program or relationship management skills as well as strong people management skills

Nice To Haves

Bachelor's
Business related field
1-2 years’ experience in Financial Services
Advanced proficiency in MS Office, particularly MS Excel
Superior verbal and written communication skills
Detailed-oriented with demonstrated ability to manage/motivate people

Responsibilities

Management of direct reports (reporting to the role).
Ensure quality and accuracy of all work product; create, set and communicate performance plans to drive results where applicable.
Develop program / process strategies and execute against such strategies.
Analyze business drivers at both the partner and program level to manage and improve performance, including the project management of both individual and team initiatives.
Develop and maintain relationship with key partners both internally and externally.
Respond to escalated consumer issues and identify potential compliance issues.
Conduct on-going training for new hires on an as needed basis.

Benefits

Pay and Bonuses: Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.
Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.
Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.
Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.
Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.
Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.
New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.
Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.
Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.
Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU. We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.