Manager, Team Lead, GM - General Manager

Position: General Manager 

Discipline: Collection Operations; Management 

Position Type: Permanent; Salary 

Location: Gahanna, Ohio (Hybrid)

Phillips & Cohen Associates, LLC the global leader in estate account management with operations in the United States, United Kingdom, Canada, Australia, and New Zealand, seeks an experienced General Manager for its Gahanna, Ohio office. Reporting to the SVP, Operations - North America, this role is responsible for the overall management, performance, and recovery strategy of the Company's account portfolios, as well as the leadership and development of operational management teams. The ideal candidate will possess extensive collections and call center leadership experience, knowledge of applicable regulatory requirements, strong analytical skills, and a demonstrated ability to lead large, high-performing teams. The successful candidate will be expected to work onsite full-time during the initial 90 to 120 days.  This period is intended to facilitate relationship building, stakeholder engagement, team collaboration, and the establishment of credibility and influence within the organization.  A hybrid work schedule may be considered thereafter.   

Responsibilities:  

• Shape and execute operational strategies in partnership with senior leadership to drive revenue growth, portfolio performance, productivity, quality, client satisfaction, and organizational effectiveness.
• Build and develop a high-performing leadership team through talent development, succession planning, performance management, and the PCA Career Path program.
• Drive performance optimization through analysis of portfolio and client data, identifying opportunities, and implementing strategies to improve recovery rates, productivity, and revenue.
• Direct portfolio strategy, account inventory management, performance management, and expense controls to maximize operational effectiveness and financial results. 
• Optimize operational workflows and recovery strategies to improve efficiency, productivity, and portfolio performance.
• Foster and strengthen client relationships by serving as a strategic operational partner, providing performance insights, supporting business objectives, and representing PCA to current and prospective clients.
• Champion compliance and risk management by ensuring adherence to all applicable federal, state, local, client, and company requirements.
• Direct workforce planning and resource allocation to achieve optimal staffing levels and operational performance.
• Cultivate a culture of accountability, engagement, continuous improvement, and compliance while ensuring consistent application of company policies.
• Contribute to organizational strategy through partnership with executive leadership on key initiatives, business planning, and special projects. 

Qualifications:  

• Minimum of five (5) years of progressive leadership experience in debt collection operations, including managing operations and multiple levels of staff. 
• Extensive knowledge of debt collection industry best practices, regulatory requirements, and recovery strategies.  
• Proven success leading teams, developing future leaders, and achieving operational and financial objectives.
• Demonstrated ability to drive portfolio performance, operational efficiency, revenue growth, and client satisfaction through strategic planning and execution. 
• Strong business acumen, including experience with portfolio management, performance management, budgeting, and resource allocation.  
• Experience utilizing operational metrics and data analysis to support decision-making, continuous improvement, and business results. 
• Proven ability to build and maintain effective client relationships and represent the organization in client-facing meetings and strategic discussions.
• Bachelor's degree preferred; equivalent combination of education and relevant experience will be considered.  
• Knowledge of digital collections strategies, technologies, and emerging industry trends preferred. 

Core Competencies: 

About Phillips & Cohen Associates, Ltd.
PCA provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of our jobs.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.