• Lead day-to-day operations of internal servicing and collections teams to ensure high-quality customer interactions, effective loss mitigation, and strong compliance execution. • Oversee domestic and nearshore strategic vendor relationships to ensure alignment with performance, quality, and regulatory standards. • Partner with Workforce Management and Operations Strategy to optimize staffing, dialer strategies, and channel contact methodologies. • Embed continuous process improvement practices to drive efficiency and scalability. • Collaborate in the design and implementation of comprehensive collections strategies across all delinquency stages (early, mid, late, pre-charge-off) to optimize collections and cure rates. • Drive the evolution of digital-first, omni-channel collections, including SMS, email, IVR, chat, self-service portals, and AI-powered engagement tools. • Partner with product, credit risk, and technology teams to improve the servicing value proposition, optimize digital capabilities, and enhance flexible payment solutions. • Monitor portfolio trends, economic indicators, customer behavior, and treatment performance to influence strategic adjustments. • Use insights from data analysis to identify performance gaps, emerging risks, and opportunities for optimization. • Deliver clear, actionable updates to executive leadership on portfolio trends and strategic recommendations. • Ensure adherence to regulatory requirements (FDCPA, UDAAP, FCRA, TCPA) and internal policies by maintaining a strong first line of defense control environment. • Partner closely with Compliance, Legal, and Risk teams to anticipate and address regulatory changes, audit findings, and operational risks. • Implement and maintain operational controls, QA programs, and compliance monitoring frameworks across internal teams and vendors. • Serve as a senior advisor to the COO and executive team on collections strategy, loss performance, market conditions, and consumer financial health. • Influence broader operational strategy through insights related to customer behavior, insights, and lifecycle risk. • Lead, mentor, and develop directors, managers, and operational professionals. • Foster a culture of accountability, collaboration, continuous learning, and performance excellence. • Maintain strong relationships with internal and external stakeholders, acting as a trusted subject matter expert in servicing, collections, and loss mitigation.