Collections Operations Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One. ## **Job Description** **Job Description** The Collections Manager leads and oversees day-to-day operations for assigned collections functions and/or regions, driving performance, efficiency, and high-quality customer experience. This role is responsible for delivering results through effective leadership of a diverse team, while ensuring operational excellence, regulatory compliance, and continuous process improvement. **Key Responsibilities** - Lead, coach, and develop a team of professionals across collections operations, including both non-exempt and exempt employees - Drive performance against key metrics such as delinquency, loss mitigation, recovery rates, productivity, and customer experience - Ensure consistent delivery of high-quality service to internal and external stakeholders - Monitor workflows and operational performance, identifying trends, risks, and opportunities for improvement - Manage escalations and complex issues, ensuring timely and appropriate resolution - Oversee adherence to all applicable policies, procedures, and regulatory requirements (e.g., FDCPA and internal compliance standards) - Partner cross-functionally with risk, compliance, and business partners to support business objectives and mitigate risk - Lead or support implementation of new systems, tools, and process enhancements, including operational readiness for system conversions - Promote a culture of accountability, continuous improvement, and employee engagement **Leadership Expectations** - Set clear performance expectations and provide ongoing coaching, feedback, and development - Foster an inclusive and collaborative team environment - Support talent management activities including hiring, onboarding, and performance management - Align team goals with broader organizational objectives **Preferred Qualifications** - Debt sales - Experience managing collections portfolios (e.g., credit card, consumer loans, or recovery operations) - Strong understanding of collections regulations and compliance requirements - Proven ability to analyze performance metrics and drive operational improvements - Experience leading through change, including system or process implementations - Strong communication, problem-solving, and decision-making skills **Will be in office 3+ days Earth City Missouri** Basic Qualifications - Bachelor’s degree, or equivalent work experience - Typically five to eight years of relevant experience Preferred Skills/Experience - Advanced knowledge of operation functions, systems, policies and procedures for the assigned area - Broad understanding and practical application of applicable laws and regulations - Strong organizational, managerial and project management skills - Well-developed customer relations skills - Effective interpersonal, verbal and written communication skills - Ability to manage multiple tasks/projects and deadlines simultaneously - Thorough knowledge of banking operations and human resources If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our [disability accommodations for applicants](https://careers.usbank.com/global/en/disability-accommodations-for-applicants). **Benefits:** Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your heal…