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Legal Collections Operations Manager Job Description

Job Category Corporate Functions Job Location San Diego, California; Troy, Michigan
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Starting Compensation

Annual Salary: $97,800.00 - $127,000.00 (Amount based on office location, relevant experience, skills, and competencies)

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 uncapped commission or annual bonus incentives.

  • 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 the Role

The Manager, Legal Collections Program Management is responsible for driving the overall Legal Collection process and program management across a network of external suppliers and internal stakeholders for the channel’s operations and promoting a culture of compliance and consumer treatment in line with MCM’s Requirements.  The primary responsibilities of this role include strategic management and effective operational coordination across the Legal Collections department and with Legal and Risk and Compliance.  The Manager is also responsible for managing, leading, and developing a team of program/process excellence managers. 

This role will be asked to bring forward and execute (individually or through a team member) on sound recommendations, while managing multiple programs of varying sizes and levels of complexity & acting as a lead in org-level initiatives.

  • Own a number of cross-functional high in size/complexity programs (which entails complicated problems; requires significant SMEs; project or extra resources and expertise). This includes all elements of implementation, training, and continuous enhancements to the existing programs/processes (examples include multiple monitoring programs, contract management, policy and procedure governance, internal/issuer/regulatory audit management and response, and maintenance of department level requirements and change management for external suppliers)

    Manage and lead a small team of junior process management staff

    Provide support to the network of external suppliers to ensure department level requirements are met

    Assist with department level strategic initiatives on an as needed basis

    Perform other duties, as assigned


  • Bachelors Degree
  • 5 or more years of relevant business experience in process or program management; people management

  • Proficient in PowerPoint, Word, Outlook and Excel skills required
  • Strong presentation skills with the ability to portray information clearly to a multitude of stakeholders.
  • Excellence verbal and written communication skills, with demonstrated ability to influence others and deal with ambiguity
  • Strong prioritization and problem-solving skills
  • Ability to work through others


  • Financial services
  • Experience with ADA, FCRA, FDCPA, EFTA, TCPA, GLBA, SCRA, UDAAP, particularly as applied to debt servicing and collections.
  • Prior project management experience is preferred.
  • Prior people management experience is preferred.


About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. 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, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at

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