Group Manager Operations

Applicants must have current authorization to work in the United States on a full-time basis.

The Group Manager, Operations leads the day-to-day performance and strategic execution of a Consumer Support Services team responsible for consumer dispute investigations and inquiry management. This role oversees both back-office dispute resolution functions and front-line phone operations, ensuring a seamless, high-quality, and compliant consumer experience.

The position is accountable for managing Specialist teams who handle written and phone-based consumer inquiries, including direct oversight of phone specialists and ownership of escalated calls. The Group Manager also plays a critical role in reinforcing quality standards by reviewing and delivering feedback on QA evaluations to drive continuous improvement.

This role requires close collaboration with internal stakeholders, external partners, and cross-functional teams, as well as a strong understanding of dispute resolution processes, regulatory requirements, and customer interaction best practices.

RESPONSIBILITIES

Team Leadership & Performance Management

• Lead, coach, and develop Specialists and phone agents to drive engagement and results
• Set expectations and ensure accountability across written and phone-based work

Quality, QA Oversight & Consumer Experience

• Ensure quality, accuracy, and timeliness of dispute investigations and consumer interactions
• Deliver actionable feedback from QA reviews and drive continuous performance improvement

Escalations & Call Oversight

• Manage escalated inquiries, including handling complex or sensitive consumer calls
• Provide real-time support and guidance to team members during escalations

Process Strategy, Analytics & Continuous Improvement

• Develop and refine processes while analyzing performance metrics and QA trends
• Lead initiatives to improve efficiency, outcomes, and overall operational performance

Stakeholder & Partner Management

• Build and maintain relationships with internal teams and external partners
• Act as a key point of contact for escalations and operational alignment

Compliance, Risk & Training

• Ensure adherence to regulatory requirements and identify potential risks
• Support onboarding and ongoing training, reinforcing best practices and standards

MINIMUM REQUIREMENTS

EDUCATION:  High School Diploma             

EXPERIENCE:  1-3 years’ experience in a People Management role

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Proficient in MS Office
• Program or relationship management skills as well as strong people management skills

PREFERRED QUALIFICATIONS

EDUCATION:  Bachelor's                  FIELD OF STUDY:  Business related field

EXPERIENCE:  1-2 years’ experience in Financial Services

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Advanced proficiency in MS Office, particularly MS Excel
• Superior verbal and written communication skills
• Detailed-oriented with demonstrated ability to manage/motivate people

If you are wondering why you should work for us, here is something to help you decide:

• Pay and Bonuses: Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.

• Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

• Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

About Us

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact Talent@mcmcg.com.