Group Manager, Operations (No Degree Required)

About the Role

This Group Manager position is responsible for the day-to-day operations and management of a Skiptracing team. Will lead overall production, production quality, employee development and engagement, and performance management and coaching. Reinforces company goals, policies, practices, and values.

RESPONSIBILITIES

• Mentor, manage, and coach team members to drive consistent achievement of operational goals; track performance through monitoring, analysis, and observation.
• Manage team's performance with quality metrics to achieve company and departmental goals by proactively monitoring daily, weekly, and monthly operational statistics and reporting trends and variances to identify and resolve issues that could negatively impact production commitments or service levels.
• Identify opportunities for process improvement in operational and company procedures by working across departments, sites, and global initiatives. Strategize, coordinate, and implement improvements to enhance the overall employee experience.
• Anticipate the needs of employees and the business to deliver strong business results. May lead key projects, as assigned.
• Inform management of potential trends, issues, and opportunities. Partner with leadership in resolving issues by acting as a subject matter expert through the demonstration of technical and cultural knowledge. Ensure appropriate Quality Controls are in place and effective.
• Train and develop the skip tracing team members to enhance individual and department performance/productivity and employee engagement. Will also on-board new Group Managers.
• Perform other duties, as assigned.

MINIMUM REQUIREMENTS

EDUCATION: High School Diploma

EXPERIENCE: 3-5 years’ experience in leading people in high pace competitive environment or equivalent education and experience

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Proficient in MS Office Suite
• Skilled in process mapping
• Skilled in data interpretation and analysis
• Strong people leadership and interpersonal skills
• Ability to communicate openly and honestly
• Ability to motivate through appropriate messaging
• Ability to motivate and deliver in a fast-paced high-performance environment
• Ability to influence employees and stakeholders
• Ability to lead by example while maintaining a positive and professional outlook

PREFERRED QUALIFICATIONS

EDUCATION: Bachelor's

EXPERIENCE: 5-7 years’ experience in Financial Services, Call Center and/or legal production background

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Advanced knowledge of Excel
• Familiarity with legal processes
• Lean/Six Sigma significant leadership skills

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law.