Manager, Collections Tech Solutions

Overview

To plan, manage, and direct the functions of the Collections Technology Solutions branch. Provide innovative thought leadership to advise and recommend/propose changes and additions to systems architecture, systems integration, systems capabilities, program additions, process improvements, business solutions and organizational capabilities. Analyze and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans.

Responsibilities

• Develop branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Partner with senior business leadership to evaluate lending strategies and solutions related to new products, systems and technologies
• Manage business project prioritization for ISD and/or vendor projects
• Maintain expert knowledge of the IT portfolio decision process, aligning closely with the BRM and senior lending leadership
• Advocate for project priority and exceptions as needed; inform business leadership through all phases of the PPT process
• Prepare reports and make presentations to senior management
• Monitor and analyze key performance indicators; interpret results of analysis and present recommendations, alternatives and implications to management
• Build organizational agility through key business relationships to inform and advise Lending leadership of external projects and initiatives impacting their respective teams
• Evaluate and provide input for the selection of new and/or improved products, systems, or technology
• Maintain broad knowledge of financial services industry, trends, products and services related to software applications and technology
• Partner with other Lending Systems teams, internal business partners and external vendors to improve procedures, resolve issues, and implement initiatives
• Partner with ISD, the PMO, Digital Channels, Digital Labs, and vendors to manage and/or assist with managing major systems
• Oversee training and development programs for staff
• Resolve escalated system testing and implementation issues; recommend incremental system solutions to mitigate and/or prevent system outages
• Act as escalation point for production incidents
• Ensure all application and configuration change management procedures are documented and auditable
• Ensure all monthly, quarterly, semi-annual and annual application audits are executed and documented in a timely manner
• Support and respond to all audit requests, including ISD, internal audit, operational risk, external audits, and regulatory agencies
• Evaluate budget; prepare Annual Financial Plan (AFP); report variances, and recommend budget adjustments that support business needs, goals and objectives
• Lead application governance meetings, summarize recommendations and management decisions and expected outcomes; maintain meeting minutes
• Provide forward thinking technical expertise in current and emerging technologies, trends and practices including employee engagement best practices
• Review monthly reporting to ensure business demand is being met and that projects and ancillary work is being produced according to service levels; negotiate adjustments to assignments and delivery dates as warranted
• Evaluate performance and delivery trends for service to customers
• Collaborate with Assistant Managers as they work closely with business management and subject matter experts to ensure work portfolios are regularly prioritized and reported to meet service demand
• Develop workforce strategy and resource plan (e.g., skills, competencies, team size, etc.) to align with business demand as portfolios expand in complexity and size
• Act as business data steward for department/division responsible for business decisions related to access controls and record retention schedule, defining data specifications, implementing data procedures, and ensuring data quality across applicable business subject areas; receive guidance from department business data trustee
• Maintain thorough knowledge of applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
  • Leadership Level - Supervise daily activities
• Perform other duties as assigned

Qualifications

• Expert knowledge of applicable federal and state laws, rules, and regulations
• Expert knowledge of banking/financial industry trends, products, services, and operational and regulatory risks and controls
• Extensive progressively responsible experience leading and managing a collections and loan origination and servicing operation, preferably in a large financial institution
• Significant experience in large automated systems analysis, development, testing and deployment
• Extensive experience managing multiple priorities independently and/or in a team environment to achieve goals
• Extensive experience working with all levels of staff, management, stakeholders, vendors
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations research, including statistical methods and modeling
• Extensive experience supervising and leading employees
• Advanced skill developing and implementing programs in a leadership role, providing vision and strategic thinking around a full range of technical decisions and issues
• Expert relationship building, negotiation and facilitation skills
• Expert analytical thinking skills to include summarizing information and clearly identifying key elements, patterns, results or relationships
• Expert research, analytical, and problem solving skills
• Expert skill using innovative thinking to solve problems and facilitate the decision making process
• Expert skill interacting with staff, management, vendors and members diplomatically and tactfully
• Expert skill identifying and analyzing business requirements and recommending solutions
• Expert skill producing desired results and achieving goals and objectives
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes
• Expert skill resolving conflicting requests and dealing with ambiguity by meeting changing requirements
• Expert organizational, planning and time management skills
• Expert verbal and written communication skills
• Expert database, word processing, spreadsheet, and presentation software skills
• Master's degree in Information Technology, Computer Science, or related field, or the equivalent combination of training, education, and experience

Desired Qualifications

• Advanced knowledge of NFCU products, services, programs, policies and procedures
• Advanced knowledge of NFCU System Development Life Cycle
• PMP and/or ITIL Certification

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive Pensacola, FL 32526

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