Collections Manager at Sequium Asset… · Monterrey

Description  The Collections Manager is responsible for overseeing and directing the daily operations of the collection's unit within Segoso Caribbean. This role leads a team of collectors engaged in recovering delinquent accounts on behalf of external client portfolios, ensuring compliance with applicable regulations, achievement of client-defined recovery targets, and delivery of outstanding collector performance. The Collections Manager partners cross-functionally with HR, Training, and Operations leadership to drive a high-performance, compliant, and client-focused collections environment. Key Responsibilities Team Leadership & Performance Management ·  Supervise, coach, and develop a team of 1st party collections agents to meet and exceed individual and team KPIs. ·  Conduct regular one-on-ones, performance reviews, and floor observations to identify coaching opportunities. ·  Manage scheduling, attendance, and workforce planning to maintain optimal staffing levels. ·  Recognize top performers and implement corrective action plans where performance gaps exist. Collections Operations ·  Oversee day-to-day collections activity across assigned client portfolios. ·  Monitor dialer performance, queue management, and contact strategy to maximize right-party contacts and collections. ·  Analyze daily, weekly, and monthly performance data to identify trends and implement operational improvements. ·  Ensure agents adhere to approved call scripts, negotiation parameters, and settlement authority guidelines. Client & Portfolio Management ·  Serve as an operational point of contact for 1st party client accounts; participate in client calls and reporting reviews. ·  Ensure portfolio-level recovery rates, liquidation targets, and SLA commitments are consistently met. ·  Coordinate with clients on account placement strategies, inventory management, and dispute resolution. ·  Prepare and deliver performance reports and trend analyses to internal leadership and clients as required. Compliance & Quality Assurance ·  Ensure the collections team operates in full compliance with applicable laws and regulations (e.g., FDCPA, TCPA, client-specific guidelines). ·  Partner with the QA team to monitor call quality, ensure regulatory adherence, and implement remediation where required. ·  Maintain up-to-date knowledge of industry regulatory changes and communicate impact to the team promptly. ·  Address and resolve consumer disputes and escalations in a timely and professional manner. Cross-Functional Collaboration ·  Collaborate with Training & Development to onboard new collectors and deliver ongoing skills development programs. ·  Partner with HR on recruitment needs, disciplinary processes, and employee engagement initiatives. ·  Work with IT and system administrators to ensure tools, dialer configurations, and platforms support operational needs. ·  Contribute to strategic planning sessions and site-level management meetings. Requirements  Qualifications & Experience Required ·  Minimum 3–5 years of experience in collections, with at least 2 years in a supervisory or management capacity. ·  Demonstrated knowledge of collections regulations, including FDCPA, TCPA, and relevant client compliance frameworks. ·  Proven track record of achieving or exceeding collections of recovery and liquidation targets. ·  Experience managing dialer-driven collections environments (Aspect, NICE, Five9, or similar). ·  Strong analytical skills; proficiency in reading and acting on performance data and reports. ·  Excellent interpersonal, communication, and conflict resolution skills. ·  Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint). Preferred ·  Bachelor’s degree in business administration, Finance, Management, or a related field. ·  Experience with BPO or outsourced collections operations serving U.S.-based clients. ·  Familiarity with workforce management tools and CRM/collections platforms (e.g., Latitude). ·  Experience working in a multi-client, multi-portfolio collections environment. Key Competencies Leadership & People Development Accountability & Results Orientation Client Relationship Management Analytical & Data-Driven Decision Making Compliance & Regulatory Knowledge Effective Communication Problem Solving & Critical Thinking Adaptability & Resilience Key Performance Indicators (KPIs) ·  Monthly and quarterly recovery/liquidation rate vs. target ·  Team right-party contact (RPC) rate and promise-to-pay (PTP) conversion ·  Collector productivity metrics (calls per hour, accounts worked, dollars collected) ·  QA compliance scores and call quality ratings ·  Employee retention, attendance, and engagement metrics ·  Client satisfaction scores and SLA adherence