Essential Job Functions

Strategy - Identifies and spearheads the implementation of cross-functional strategic initiatives designed to position the organization for growth, greater scalability, and increased efficiency related to delinquency and losses. Champions organizational change efforts, philosophies and initiatives, in partnership with the Sr. Leadership Team, including the President of Bread Financial on a regular basis. Maintains a flexible leadership response to changing circumstances and ever-evolving customer and regulatory needs. Serves as a key business partner to stakeholders across the business to identify new opportunities and resolve issues. Drives strategies to ensure KPI data against daily, weekly and monthly trends properly identifies opportunities for improvement in Collections. Maintains and improves Collections by monitoring performance, identifying opportunities, developing action plans for resolution while driving productivity, quality, and high service standards.

Leadership - Effectively and efficiently manages direct report team's priorities, workload, and resources. Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every interaction to drive performance. Recruits, develops, inspires, and mentors the site’s leadership team so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their positions. Facilitates talent management discussions and succession planning.

Collaboration - Through active engagement in the facility, this individual is visible on the care center floors and approachable to all associates. Ensures the facility provides a welcoming, safe and healthy environment for all associates and key stakeholders. Nurtures a strong culture that embraces inclusion, encourages employee contribution and empowerment, and fosters a commitment to support and motivate one another. Inspires an open, energetic, and fun work environment. Fosters various avenues of communication across the site to ensure associates remain informed, connected to the broader strategy and have an outlet for conveying questions and innovative ideas. Effectively and dynamically communicates complex business strategies to internal and external partners, including associates, brand partners, and investors. Drives technology solutions and partners with IT to ensure associate facing tools/systems perform optimally. Executes disaster recovery plans in partnership with the Business Continuity team. Regular, predictable attendance.

Operations - Ensures operational compliance in all areas and quickly communicates and actions a plan with all concerned parties with respect to non-compliance issues. Oversees the operational relationship with Bread Financial's brand partners. Maintains relationships with brand partners and internal partners to facilitate open communication, understand perspectives, and monitor levels of satisfaction. In collaboration with the client partnership teams, interfaces directly with brand partners driving customer experience initiatives and operational strategies. Participates and contributes to the budget process and maintains financial parameters established in the budget. Analyzes business trends and takes necessary actions to ensure operational efficiency and success.

Reports to: VP

Working Conditions/ Physical Requirements: Call center environment: multiple conversations occurring simultaneously in an open-office environment, Sitting and standing throughout the day, varies depending on the task-at-hand. Required to work from the office at least 5 days each month even if hired into a work-at-home or hybrid role; in-office work requirement can be accomplished by working from a Bread Financial office, a client location if you are in a client-facing role, or other necessary business-related travel.

Ability to travel 25% of time if not located near Bread Financial office

Direct Reports: 3-7

Minimum Qualifications:

Bachelor’s Degree or equivalent education in Business Administration

Fifteen or more years work experience in a call center, customer service, sales, or retail environment

Ten or more years work experience leading people and performance management in a call center environment

Experience managing budgets and driving revenue generation growth

Strong written and verbal communication skills with ability to effectively motivate/influence others across all levels of the organization, as well as external vendors and customers

Experience working in a credit card or other financial services collection environment, utilizing various collection techniques such as automated dialing systems, skip tracing, etc.

Project management experience leading projects and collaborating with cross-functional teams

Knowledge of laws/regulations within the financial services/credit card industry, including FDCPA, TCPA, FCRA, etc.

Proficient in word processing, spreadsheet, presentation software such as MS Word, MS Excel, and PowerPoint or equivalent

Ability to analyze performance data and identify trends in order to develop and execute collection strategies focused on achieving departmental goals

Preferred Qualifications:

Master’s Degree in Business or related field

Twenty or more years work experience in a call center, customer service, sales, or retail environment

Fifteen or more years work experience leading people and managing performance in a call center, sales, customer service, or retail environment

Seven or more years work experience managing department level performance (1000+ associates and leaders) in a credit card or other financial services collections call center environment

Ten years of experience managing performance and developing leaders of people with both a direct and indirect reporting relationship

Demonstrated ability to effectively lead change management initiatives, articulate organizational/departmental goals

Strong understanding of key performance indicators (KPIs), ability to analyze performance results, identify KPI trends and develop action plans to deliver desired results

Experience managing teams remotely and across multiple locations

Experience managing relationships with BPO partner relationships and offshore staffing strategies

At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices.