Sr. Manager, Collections & Recovery

This is a hybrid position located in Los Angeles, CA. Two days a week work from home and three days work from office.THE ORGANIZATION: Accion Opportunity Fund is an unparalleled financial services non-profit that provides small business owners across the country with access to capital, networks, and coaching. We offer accessible options for these determined business owners. For over 30 years we have deployed over $1 billion in over 35,000 loans and served 4 million business owners with educational resources. Our client base is nearly 90% from underserved communities.   In addition to providing loans, educational resources and support networks to small businesses, we also conduct original research, advocate for policy changes, and finance community construction projects in low-income neighborhoods through our New Market Tax Credit program.AOF is on a journey to both scale our impact and become financially sustainable while offering access to responsible and affordable financial services. We're building a better system for underserved small businesses and a workplace where passionate problem-solvers, data-driven thinkers, and small business champions thrive.For more information about us, visit https://aofund.org/ROLE SUMMARY: We are seeking a results-driven, forward-thinking Senior Operations Manager to lead and optimize our commercial, small business, and equipment finance collections and recovery operations. This leader will own day-to-day performance, drive workforce management discipline, and develop strategies that balance strong recovery outcomes with excellent customer experience.The ideal candidate is an experienced operator with a track record of elevating teams, modernizing collections strategies, managing complex staffing models, and leveraging data to deliver measurable results in a regulated financial services environment.JOB DUTIES AND RESPONSIBILITIES:Strategic LeadershipBuild and execute strategic plans that improve portfolio performance, reduce credit losses, and ensure operational stability.Develop forward-looking strategies that enhance recovery outcomes and support customers experiencing hardship.Team Leadership & DevelopmentLead, coach, and elevate a team of collections and recovery professionals, including in-house staff and outsourced agency partners.Foster a culture of accountability, continuous improvement, and mission-driven customer support.Workforce Management & Capacity PlanningOversee workforce management processes, including scheduling, forecasting, staffing models, and real-time adherence.Ensure staffing, capacity, and performance are aligned with contact strategy, service levels, and recovery goals.Use data to anticipate volume trends, allocate resources, and adjust strategies to maximize productivity.Operational ExcellenceContinuously evaluate and optimize workflows, policies, and quality controls.Leverage technology, automation, segmentation, and analytics—including advanced use of Microsoft Excel and other Office tools—to improve efficiency, transparency, and liquidation rates.Regulatory ComplianceEnsure all collections and recovery activities meet federal, state, and local requirements, along with internal policies and risk standards.Partner closely with Compliance, Legal, and Risk on audits, reviews, and regulatory expectations.Performance ManagementMonitor and report on key portfolio metrics, including roll rates, cure rates, liquidation results, and agency performance.Identify trends and develop action plans to improve operational outcomes, service quality, and customer experience.Cross-Functional CollaborationPartner with Operations, Servicing, Credit Risk, Compliance, Legal, and third-party agencies to manage complex cases and align strategies.Provide insightful portfolio and performance updates to senior leadership.Risk ManagementIdentify operational and portfolio risks early and implement solutions that strengthen controls and reduce credit exposure.Customer EngagementReinforce customer-centric collections practices that maintain dignity, support financial wellness, and protect AOF’s mission and reputation.Additional responsibilities as assigned by ManagerMUST HAVES: Extensive experience in collections and recovery management within commercial, small business, and/or equipment finance lending.Workforce management experience (e.g., forecasting, scheduling, capacity planning, real-time management).Proven ability to lead high-performing teams and manage both direct and outsourced staff effectively.Strong understanding of collections strategies, loss mitigation, recovery workflows, and regulatory requirements.High proficiency in Microsoft Office tools—especially Excel, Outlook, Teams, Word, and PowerPoint—with the ability to analyze data, build reports/models, and communicate insights clearly.Excellent analytical and critical-thinking skills, with the ability to translate data into actionable decisions.Proficiency with collections systems, CRM platforms, and performance management tools.Strong communication and interpersonal skills with the ability to influence at all levels.Sound judgment, common sense, and the ability to stay pragmatic and composed in dynamic environments.Customer-first mindset grounded in ethics, empathy, and mission alignment.Based in (or willing to relocate to) Commerce, CA.Note:A four-year degree is not required. We value practical experience, operational judgment, and critical thinking above formal academic credentials.NICE TO HAVES: Experience implementing automation, digital contact strategies, or AI-enabled collections tools.Industry certifications such as CCP, CCE, or related credentials.Work Environment:Hybrid work schedule (on-site remote).Fast-paced environment requiring initiative, adaptability, and operational rigor.PERKS AND BENEFITS:This position offers a unique opportunity to shape and lead critical aspects of our collections and recovery operations, contributing significantly to the organization’s success. If you are a motivated professional with a passion for driving results and optimizing processes, we encourage you to apply.Our mission is what motivates us to come to work each day. We know that happy employees are productive employees, which is why we offer a comprehensive benefits package that includes:Competitive salary commensurate with experience.An environment that values work-life balance and monthly remote work reimbursements.100% company-funded Medical, Dental, Vision, Life & Disability coverage for employees (Based upon your plan selection). 90% company-funded dependent coverage (Based upon your plan selection) as well as Flexible Spending Accounts.Voluntary benefits with payroll deduction for Supplemental Life & AD&D insurance and legal plans.Tax deferred & Roth 403(b) Retirement Plan with employer match.Unlimited paid vacation days, 12 paid holidays, 1 floating paid holiday, 10 Sick days, and paid parental leave.We are an equal opportunity employer and committed to improving diversity, equity, and inclusion at Accion Opportunity Fund. AOF does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.Salary Range*: $91,544 - $123,780*Please note that the above salary range is a national range, and compensation is dependent upon the candidate’s experience and skill level.

Salary : $91,544 - $123,780