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Portfolio Management Lead

2 months ago

Minneapolis, Minnesota, United States DCM Services Full time
About the Role

At DCM Services, we're committed to delivering exceptional results for our clients. As an Operations Management Specialist, you'll play a key role in driving our organization forward by managing a small to mid-sized team and overseeing the implementation of best practices and metrics to track and achieve consistent team performance.

Key Responsibilities
  • Team Management: Lead and develop a team of Account Representatives and Team Leads, ensuring they have the necessary tools and resources to excel in their roles.
  • Client Engagement: Actively participate in team and client activities, providing responsive and proactive support to meet client needs and drive portfolio performance.
  • Communication: Present information to clients in a clear, concise, and helpful manner, seeking and applying client information quickly to deliver exceptional results.
  • Technical Knowledge: Develop and maintain your own technical knowledge, staying up-to-date with the latest developments in your area of expertise and understanding how knowledge is linked to the ability to utilize tools and technology.
  • Service Enhancement: Suggest and implement service enhancements to better meet the needs of clients, driving business growth and customer satisfaction.
  • Leadership: Lead by example, driving achievement of top performance goals and standards, clarifying expectations, and actively managing client and direct report relationships.
  • Team Engagement: Effectively engage and interact with the team via feedback, challenges, celebrations, and incentives to ensure team success.
  • Resource Management: Organize resources to accomplish tasks with maximum efficiency for the team.
  • Process Improvement: Identify areas for improvement, design, and implement solutions to resolve issues and deliver results.
  • Collaboration: Build strong allegiances with other departments to resolve issues and deliver on results.
  • Compliance: Understand and adhere to Company information, security, and privacy responsibilities as detailed in the Information Resource Usage Policy, Employee Manual, and client-specific publications.
Requirements
  • Education: High School diploma or equivalent plus two years' experience and/or 2-4-year degree.
  • Registration: Debt collector registration with the Department of Commerce.
  • Experience: 1-5 years' experience in managing people and accountable for results in a call center/financial services/collections industry and/or equivalent combination of acceptable training and experience.
  • Skills: Ability to demonstrate professionalism, self-confidence, and expertise by proactively pursuing personal, team, and Company goals and objectives.
  • Technical Skills: Ability to access, acquire, and share knowledge of technology, trends, development, and operational processes.
  • Client Focus: Ability to prioritize client needs and satisfaction.
  • Collaboration: Ability to work effectively with others and identify key stakeholders.
Physical Requirements
  • Prolonged Sitting: Prolonged periods of sitting at a desk and working on a computer.
  • Lifting: Must be able to lift 15 pounds at times.