Performance Manager/Business Process Manager

Performance Manager / Business Process Manager

Summary of Job Description

The Performance Manager is responsible for the development, implementation, and monitoring of the Consumer Collection’s practice effectiveness. Responsibilities include: reviewing processes to maximize efficiency and analysis of practice group performance; reviewing inventory to determine profitability, management of third-party administrators, and other vendors.  This position will manage a team that handles administrative duties, including skip tracing and post-judgment processing.

Essential Duties and Responsibilities

Performance Management

  • Monitors and analyzes key metrics reflecting performance, including placement volume, timeliness of account movement from one stage to the next, and adherence to client performance standards and expectations.
  • Periodically reviews client accounts and analyzes key metrics to assure methods applied produce the best recovery rates and profitability.

Work Standards and Process Management

  • Develops a clear understanding of clients’ work standards and compliance rules.
  • Reviews internal processes to recommend changes where appropriate to maximize efficiency while assuring compliance with regulations and client standards.
  • Continuously monitors and evaluates work standards and processes for efficiency and assist personnel with creating new standards for improvement where necessary.
  • Recommends revisions to documentation of internal work standards and processes to reflect changes driven by efficiency improvements, client requirements, and current or updated processes.
  • Continually monitors staffing levels vs outsourcing to achieve best results and efficiencies.

Vendor Management

  • Manages the relationships with our service vendors. Continuously monitors their activities to ensure overall goals, timelines and efficiency of their service is being met.
  • Reviews and evaluates potential or current vendors to ensure their services meet the needs and requirements of our operations and clients.
  • Recommends new vendors to the management team and works with Compliance on the vetting process.
  • Continuously monitors and reviews vendor services for efficiencies and compliance. Makes recommendations for improvements and/or termination of service.
  • Provides effective and timely communication of all service provider processes and standards to essential personnel.

Administrative Management

  • Manages/supervises the Consumer Collections Administrative Team and their responsibilities that include:
    • Skip Tracing
    • Weekly and Monthly call uploads for client call monitoring and Provana
    • Recurring Payment Set Up
    • Daily and Weekly client reporting uploads
  • Analyze overall staff performance to determine training/development needs for the Consumer Collections Administration Team
  • Hire and train new staff and continuously update training program
  • Monitor the Post Judgment execution process for North Carolina, South Carolina, and Virginia
  • Manage the Debt Validation Process ensuring appropriate timelines are met

Required Knowledge, Skills and Abilities

  • Bachelor’s degree in a related field
  • Minimum of two years of experience in the financial industry
  • Must have prior Process Improvement and/or Project Management experience
  • Six Sigma training a plus
  • Must have solid analytical skills in regard to business process flows and procedures
  • Must have strong analytical and problem-solving skills, with the ability to research issues, summarize findings, and make meaningful recommendations
  • Must have an ability to understand all business processes within the financial industries and of underlying technologies supporting those business processes
  • Excellent communication skills, both verbal and written
  • Interpersonal skills; ability to get along with diverse personalities, be tactful, mature, and flexible
  • Excellent time management skills with the ability to work on multiple projects concurrently


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