What are the responsibilities and job description for the Sr. Director, Collections Operations position at Sallie Mae?
When you join Sallie Mae, you become a champion for all students.
We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.
Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.
We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.
This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.
Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.
We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.
Come do more than join something, change something. For students, for future generations, for the future of education.
The Senior Director, Collections Operations will provide end‑to‑end leadership for the collections function in Delaware. This entails driving performance, execution of strategy across 30–120 day delinquency, loan modification, and chat‑based collections channels. This role is a critical leadership position with meaningful impact on customer outcomes and financial performance and serves as the senior on‑site leader for the Collections organization at the DE location, responsible for setting culture, driving engagement, and building a high‑performing, accountable and compliant team.
Key Responsibilities
Our benefits take care of the whole you—so you can build your work around your life (not the other way around!).
Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.
Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.
Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.
We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.
This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.
Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.
We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.
Come do more than join something, change something. For students, for future generations, for the future of education.
The Senior Director, Collections Operations will provide end‑to‑end leadership for the collections function in Delaware. This entails driving performance, execution of strategy across 30–120 day delinquency, loan modification, and chat‑based collections channels. This role is a critical leadership position with meaningful impact on customer outcomes and financial performance and serves as the senior on‑site leader for the Collections organization at the DE location, responsible for setting culture, driving engagement, and building a high‑performing, accountable and compliant team.
Key Responsibilities
- Collections & Loss Mitigation Leadership
- Own and evolve end‑to‑end collections performance across 30–120 day delinquency and loss mitigation
- Lead teams responsible for traditional servicing, hardship programs, and digital/chat‑based collections
- Drive results against key metrics including roll rates, losses, productivity, and customer outcomes
- Ensure strong governance and compliance with all regulatory and policy requirements
- Operational Excellence & Transformation
- Lead initiatives to improve efficiency, effectiveness, and customer experience across collections operations
- Partner closely with Analytics and Technology leaders to optimize strategies, tools, and workflows
- Scale and mature digital and chat‑based collections capabilities while maintaining strong controls and risk discipline
- Leadership and Engagement
- Provide visible, on‑site leadership for the Collections organization, setting culture, engagement, and performance expectations
- Develop and retain top talent; ensure leadership continuity and organizational capability
- Drive accountability, consistency, and strong execution across on‑site Collections teams
- 12 years of progressive leadership experience in collections, credit operations, or loss mitigation within banking or financial services
- Demonstrated success operation at a Sr. Director scope - leading leaders, setting strategy, and owning enterprise-level outcomes
- Proven experience leading large, complex, multi‑layered operational teams
- Demonstrated ownership of late‑stage collections and/or loss mitigation performance
- Strong understanding of regulatory requirements impacting collections operations
- Experience leading through change, transformation, and operational scale
- Ability to balance customer outcomes with strong financial and risk discipline
- Prior experience leading a large operational team with a strong on‑site leadership presence strongly preferred
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
Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law. Click here to view the U.S. Pay Transparency Policy, here for federal job applicant notices, and here to view the California Employee Privacy Notice.
Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call (855) 756-2007 and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.