What You'll ContributeThe Business Integration Manager will drive process, system, and workflow integration across Collections Operations, supporting both Pre-Default and Post-Default environments. This role is focused on improving agent productivity, call handling efficiency, compliance adherence, and overall operational performance.
You'll partner closely with Operations, Workforce Management, Risk, Compliance, and Technology teams to ensure collections strategies, tools, and processes are aligned, scalable, and optimized for performance. This role requires strong technical acumen, operational knowledge of collections, and the ability to translate business needs into actionable solutions.
Key Responsibilities- Own Integration Strategy for Collections Operations
Lead the overall approach for integrating processes, tools, and workflows across collections, ensuring alignment to business goals, customer outcomes, and operational performance. - Drive End-to-End Operational Improvements
Identify opportunities to simplify processes, remove inefficiencies, and improve how work flows across teams, ultimately increasing productivity and effectiveness of collections operations. - Partner with Operations Leadership
Work closely with managers and senior leaders to understand business challenges, align on priorities, and ensure integration efforts support day-to-day execution and long-term strategy. - Align Cross-Functional Stakeholders
Serve as the central connector across Operations, Risk, Compliance, Technology, and Workforce Management to ensure initiatives are aligned, dependencies are managed, and outcomes are delivered. - Ensure Performance-Driven Execution
Define success measures for integration initiatives and ensure efforts are tied to measurable improvements in collections performance and operational efficiency. - Lead Change Management and Adoption
Drive adoption of new processes, tools, and ways of working by aligning stakeholders, supporting communication strategies, and ensuring teams are set up for successful execution. - Support Risk and Compliance Alignment
Ensure integration efforts consider operational risk, control environments, and regulatory expectations, partnering with Risk and Compliance as needed. - Provide Strategic Input on Tools and Capabilities
Partner with technology teams to influence solutions that support operational needs, while keeping focus on business outcomes rather than system features. - Identify Risks and Remove Barriers
Proactively surface risks, gaps, or execution challenges and drive resolution to keep initiatives moving forward and minimize impact to operations.
Qualifications- Bachelor's degree in Business, Finance, or related field
- Strong understanding of collections operations (call center environment, delinquency buckets, agent workflows)
- Experience working with call center technologies (dialers, IVR, CRM systems like Salesforce, AWS/Amazon Connect preferred)
- Excellent organizational and project management skills; ability to manage multiple initiatives at once
- Strong analytical and problem-solving skills with attention to detail
- Ability to translate operational needs into technical requirements
- Strong communication and stakeholder management skills
- Experience working in cross-functional environments (Operations, Risk, Compliance, IT)
Preferred- Experience supporting collections transformations (dialer migrations, system implementations, or workflow redesign)
- Familiarity with Agile or product-based delivery models
- Experience in regulated financial services environments
- Background in business integration, business analysis, or operations strategy within collections
Feeling your best helps you do your best:Our benefits take care of the whole you-so you can build your work around your life (not the other way around!).- Competitive base salaries
- Bonus incentives
- Generous PTO, Floating Holidays and 12 Federal Holidays observed
- Support for financial-well-being and retirement 401k with employer match
- Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more
- Employer paid short-term/long-term disability and basic life insurance
- Flexible hybrid working arrangements.
- Paid parental leave and adoption reimbursement programs
- Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware)
- Confidential counseling support (EAP), Health Advocacy services and Wellness program with financial incentives
- Tuition Reimbursement and Family Scholarship Programs
- Career development and training opportunities
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