Functional Head, Small Business Collections

Enova’s hybrid work model allows employees to work in the office T, W, and TH with the option to work from home on Monday and Friday.

About the role:

As the Functional Head, Small Business Collections, you’ll be a key player on our Operations team and will be responsible for Small Business collection activities. You will be working with various business teams to define collection strategy. You will manage a direct team of Managers / Supervisors, who lead a team of approximately 30 members.  In this role, you’ll be responsible for ensuring a high level of customer service, execution of the collection strategy, and development of a high performing leadership team. You will also be in a position to elevate the Enova culture through your involvement with global contact center initiatives and effective change management. You have strong Leadership and SMB Collection analytical skills. You are able to maximize resources, drive for results, and inspire team members to show consistent and high-quality performance.

What you’ll be doing:

• Oversee day-to-day collections and recovery operations for all of our Small Business brands
• Drive collection strategy by conducting detailed analysis and collaborating with various business teams, including P&Ls and analytics
• Achieve KPI’s and build a strong set of outcome-based metrics
• Support compliance efforts by creating processes to meet all regulatory requirements
• Manage resources to effectively handle volume in real-time (scheduling, blending, dialer utilization and saturation, etc.)
• Support Quality Assurance efforts with solid training, coaching, and personal development of your team
• Collaborate with the Learning team to elevate skill sets and training approach
• Leverage technology to promote self-service, to streamline the customer journey, and to remove roadblocks for frontline associates
• Challenge the norm by refining current processes, call flows, and success criteria
• Focus on leadership development and ensure accountability to results
• Perform additional functions and/or stretch assignments as delegated in areas outside of collections
• Adhere to, lead by example, communicate, understand, and enforce company policies, procedures and best practices

We’re excited about you if you have:

• Bachelor's Degree in relevant field is preferred; additional years of relevant experience may be considered in lieu of a degree
• 7+ years’ experience in collections management
• Experience with small business collections and large balance collections required
• Previous leadership experience managing multiple functional teams is required  
• Thorough knowledge of current recovery technology; including collections, contact center, and predictive dialing technology (Genesys is a plus)
• Excellent project management skills and ability to operate cross-functionally
• Demonstrated experience making data-driven decisions
• Comfortable presenting performance data to large groups and Sr. Executives

Our Operations Team

We work as a team to understand the true needs of the customer and get to the root of the issue to provide the best service possible.  Operations team members are trained to handle any and all queries regarding various Enova brands, providing customers with the answers they need to work toward a better financial future.  We are here to create an impact and ensure that our customers know they are valued.