The Administrative Operations Manager oversees the administrative operations functions supporting Smith Debnam’s Consumer Collections practice group, including file intake and account-maintenance, claims inventory, client support, quality assurance, staff development, vendor management, and operational compliance. This hands-on leadership role requires strong people management skills, sound operational judgment, attention to detail, and the ability to analyze data, improve processes, and resolve issues in a fast-paced environment.
Essential Duties and Responsibilities:
Client Support & Operations:
- Provide clients with regular account and inventory updates and resolve escalated, non-legal issues.
- Lead operational onboarding of new clients and implement new or revised client requirements, policies, and procedures.
- Maintain client-specific forms, templates, workflows, and requirements within the collection-management system.
- Partner with attorneys, Compliance, Operations, and Technology to address client needs and support effective operations.
- Stay informed of system changes, regulatory developments, and evolving client requirements.
Quality Assurance & Inventory Management:
- Oversee the intake, maintenance, and processing of new, reopened, recalled, and replacement claims.
- Monitor account data, judgments, balances, and other client-required information for accuracy and completeness.
- Develop and review quality-assurance, exception, and operational reports to identify trends, errors, and areas for improvement.
- Investigate operational and account-level issues, identify root causes, and implement corrective actions.
- Maintain departmental procedures and support client audits and compliance-related deliverables.
Team Leadership
- Lead and oversee Account Maintenance Clerks, File Intake Clerks, and the Database Administrator.
- Establish priorities, manage workloads, and ensure timely and accurate completion of work.
- Coach, develop, and evaluate employees, including performance reviews, goal setting, training, and professional development.
- Lead hiring and onboarding and oversee training for new employees.
- Oversee the implementation and training of new procedures for staff.
- Provide guidance on escalated operational, system, and workflow issues.
- Manage employee access to client and vendor systems and foster a collaborative, accountable, and service-oriented team environment.
Vendor & Technology Management
- Review vendor invoices and monitor vendor performance and quality.
- Partner with internal technology teams and outside vendors to resolve issues and implement system and workflow improvements.
Knowledge, Skills, and Abilities:
- Associate or bachelor’s degree in business administration, accounting, finance, or a related field preferred.
- Minimum of three years of operations-management experience in banking, financial services, collections, legal services, or a related industry.
- Minimum of three years of direct supervisory experience managing a team of three or more employees.
- Strong Microsoft Excel skills and experience analyzing operational and consumer-account data.
- Demonstrated ability to identify errors, analyze root causes, and implement effective solutions.
- Strong organizational, analytical, communication, and interpersonal skills with exceptional attention to detail.
- Ability to manage multiple priorities in a deadline-driven environment and collaborate effectively across departments.
- Working knowledge of basic accounting and mathematical principles.
- Familiarity with the civil litigation or creditors’ rights preferred.