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Vendor Optimization Manager-Credit Card Collections & Recovery

Req #: 170100543
Location: Wilmington, DE, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)
This role involves direct supervision of five Vendor Managers that are responsible for overseeing Collections and Recovery vendors, as well as co-management of another five people.  We’re looking for creative leaders who can influence finance, analytics, compliance, business controls, and risk.
across teams in Card and Auto.
You will be part of a team with a direct impact on up to 1 million Chase customers and direct contribution to Chase results in three domains:  delivering financial results, ensuring a quality customer experience, and maintaining an effective controls environment as we provide payment solutions to Chase customers. 
Your analytical skills will drive financial results through execution of revenue enhancement strategies, while monitoring the operational results for our vendor network.  Using existing reporting, you’ll support analytic development in the team.  Your business knowledge will improve the data environment by understanding relevant business processes at Chase and our vendors, and recommending metrics that will increase visibility into those processes. 
Your judgment will be used to create an appropriate customer experience in our practices and communication, and to evaluate individual customer experiences with our services.  Your communication skills will convey our priorities to the team and to our vendors.  You will provide written updates and presentations to our business leadership, and you will create written documents for senior leadership.  Leveraging available data, you’ll recommend new ways to measure and improve the business in all of these domains. 

Your leadership will strengthen business processes, including design of tracking and measurement tools, analysis of these measurements, and creation of scorecards to provide meaningful feedback to the business.  You will help the team to identify risks, and recommend solutions.  Our business is supported by separate partners who execute production, provide transactional support, test the controls environment, monitor progress against controls improvements, assess risk in multiple dimensions, and measure the customer experience.  You will establish and maintain partnerships with external groups and escalate issues and concerns to leadership as needed. 

  • Prefer risk management/oversight and controls experience
  • Prefer 3+ years of People Management experience
  • Requires 7+ years of business operations experience, working in a matrixed structure
  • A background in banking and collections is preferred
  • Analytic mindset, with the ability to present information in a clear, creative, and persuasive manner, in written and verbal contexts
  • Exposure to large-scale data analytics projects, involving both financial and behavioral metrics
  • Demonstrated ability to positively interact with other departments, units, managers and colleagues to achieve specific business results.
  • Outstanding written and verbal communication skills
  • Strong communication skills, an understanding of business processes, and being a quick learner are essential. 
  • You should be able to work independently and in a team environment, balance creative problem-solving with concrete business needs, and maintain a sense of urgency and execute quickly and efficiently.
  • Master’s Degree or equivalent work experience
  • Travel time required approximately 15% of the time
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