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Director, Payment Services Operations
Comcast
Sandy, UT, United States
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Job Summary:
The Director of Payment Services Operations is responsible for providing leadership oversight of the West Division's Outside Collection Agencies (OCAs), directing business operations for the Payment Services Call Center, and managing the work efforts of specialty collections support teams. Tactical emphasis is on preventing customer non-pay churn, reducing bad debt, and driving operational efficiencies to ensure business plan objectives are met or exceeded.
The Director's success is measured by the performance of our outside collection agencies and their overall recovery rates, driving down bad debt, reducing uncollectable accounts, and improving customer payment behavior. Additionally, the leader will act as a key business partner to the Senior Director of the Payment Services Call Center and the Regional Finance and Marketing Leads.
Primary Responsibilities:
• Actively assesses field collection performance and implements improvement plans and tactics when needed
• Participates and contributes to the budget process and maintains financial parameters established in the budget.
• Forecasts and monitors Payment Service department budget
• Analyzes business trends and takes necessary actions to ensure operational efficiency and success.
• Analyzes KPI data against weekly and monthly trends to identify opportunities for improvement in Division collection activities
• Demonstrates the ability to understand systematic tools needed to run and improve the operation.
• Leverages superior communication skills and possesses the ability to effectively and dynamically communicate to senior level audiences
• Fosters various avenues of communication across the Regions, Call Center, and OCAs to ensure clients, employees, and business partners remain informed, connected to the broader strategy and have an outlet for conveying questions and innovative ideas.
• Ensures operational compliance in all areas and quickly communicates and actions a plan with all concerned parties with respect to non-compliance issues.
Core Responsibilities:
• Manages the maximum utilization of the agent workforce to meet service level goals and budgeted objectives.
• Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the regional call centers.
• Assists with the development of call center technology and productivity tools.
• Provides guidance on call routing and scheduling to ensure required coverage.
• Manages all aspects of relationships with outsourced vendors.
• Provides financial modeling and analysis with interdepartmental leaders to forecast monthly financials.
• Partners with Corporate Finance to ensure proper posting of departments financials including invoices, accruals, and re-classes. Researches discrepancies/variances and communicates results.
• Tracks, analyzes, and reports performance data on key departmental initiatives.
• Hires, coaches, and evaluates CAE personnel and leadership based on performance standards.
• Provides leadership, guidance, and direction to CAE leaders and technical staff.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
Job Specification:
Bachelors Degree or Equivalent
Generally requires 10+ years related experience
Additional Requirements:
• Excellent interpersonal skills with the ability to build strong, collaborative partnerships
• Proven ability to influence change and build consensus cross a large organization
• Demonstrated ability to drive excellence in business partner performance
• Operational knowledge and expertise in credit and collections
• Established track record of demonstrating organizational agility and managerial courage
Comcast is an EOE/Veterans/Disabled/LGBT employer