Operations & Performance Manager (Collections)
Location: Remote (International)
Employment Type: Full-Time
Reports To: CEO
About Us
We are a fast-growing international company built on accountability, continuous improvement, and operational excellence.
We're looking for an experienced Operations & Performance Manager (Collections) to take ownership of a critical business function by leading people, improving performance, and building systems that consistently deliver results.
This is not a traditional management role.
We're looking for someone who enjoys solving problems, coaching people, refining processes, and creating high-performing teams. If you believe great results come from great leadership, strong systems, and continuous improvement, we'd love to hear from you.
About the Role
As our Operations & Performance Manager (Collections), you'll be responsible for leading and developing a remote team while continuously improving the systems, processes, and standards that drive performance.
Your success won't be measured by how many tasks you complete.
It will be measured by how effectively you improve the team's performance, strengthen accountability, develop people, and create operational excellence.
You won't simply manage a department—you'll build one.
What You'll DoLead and Develop a High-Performing Team
- Build a culture of accountability, ownership, and continuous improvement.
- Coach, mentor, and develop team members to achieve consistent, high-level performance.
- Set clear expectations and measurable performance standards.
- Conduct regular one-on-one coaching sessions and performance reviews.
- Identify individual strengths, skill gaps, and development opportunities.
- Develop structured training plans for new and existing team members.
- Build future leaders within the team.
Coach for Better Performance
- Identify the root causes of performance challenges.
- Determine whether issues stem from training, communication, knowledge gaps, workload, systems, or execution.
- Create coaching plans that produce measurable improvements.
- Train team members on objection handling, negotiation techniques, and difficult customer conversations.
- Build confidence, resilience, and professionalism across the team.
- Ensure coaching is ongoing—not only when problems arise.
Drive Operational Excellence
- Analyse existing workflows and identify opportunities for improvement.
- Design and implement scalable processes that improve efficiency and consistency.
- Remove bottlenecks that impact productivity.
- Continuously optimise team performance through better systems and smarter workflows.
- Ensure work is completed accurately, efficiently, and within agreed timelines.
Own Performance Metrics
Develop, monitor, and improve key operational metrics, including:
- Productivity
- Quality
- Throughput
- SLA adherence
- Team efficiency
- Recovery and collection performance
- Workflow completion
- Operational accuracy
Build reporting dashboards that provide complete visibility into team and individual performance.
Use data to make decisions—not assumptions.
Build Accountability
- Create clear standards for performance and behaviour.
- Hold team members accountable in a fair, consistent, and professional manner.
- Address underperformance early through structured coaching and performance improvement plans.
- Have direct, honest conversations when expectations are not being met.
- Celebrate high performance while maintaining consistently high standards.
Solve Problems
- Identify operational issues before they become larger problems.
- Analyse root causes instead of treating symptoms.
- Recommend practical solutions backed by data.
- Implement improvements that create measurable business impact.
- Continuously look for opportunities to simplify, automate, and improve.
Manage Workload & Resources
- Understand how work is distributed across the team.
- Ensure workloads are balanced fairly and efficiently.
- Monitor capacity and productivity.
- Allocate resources to maximise team performance.
- Support business growth by developing scalable operating procedures.
Support Customer Success
Although this role is operational in nature, you'll occasionally assist with escalated situations by:
- Supporting team members during difficult customer conversations.
- Coaching objection handling techniques.
- Helping resolve complex cases professionally.
- Ensuring customers receive a consistently high standard of service.
What We're Looking For
We're looking for a leader—not simply someone with collections experience.
If you've successfully built teams, improved performance, coached employees, implemented better processes, and led operational improvements, we want to hear from you.
Industry experience is valuable, but leadership capability is what matters most.
Essential Skills & Experience
- Proven experience leading and developing high-performing teams.
- Strong background in operations, performance management, customer service, contact centres, collections, accounts receivable, claims, or similar operational environments.
- Demonstrated success improving team performance through coaching, structure, and accountability.
- Experience identifying performance gaps and implementing effective solutions.
- Strong ability to train both new and existing employees.
- Experience coaching objection handling, communication skills, and customer interactions.
- Excellent people leadership and relationship-building skills.
- Strong analytical and problem-solving abilities.
- Comfortable working with KPIs, dashboards, and operational reporting.
- Advanced Excel or Google Sheets skills.
- Exceptional written and spoken English communication skills.
- Confident making decisions and leading difficult conversations.
- Highly organised with excellent time management.
- Comfortable working remotely within a fast-paced international business.
Preferred Experience
Experience in one or more of the following would be advantageous:
- Accounts Receivable
- Collections
- Contact Centre Operations
- Customer Service Management
- Insurance
- Claims Management
- Business Process Outsourcing (BPO)
- Performance Management
- Process Improvement
- Continuous Improvement
- Remote Team Leadership
What Success Looks Like (First 3–6 Months)
Within your first few months, you will have:
- Built clear performance standards across the team.
- Established complete visibility through reporting and KPIs.
- Improved coaching and employee development.
- Increased consistency across team performance.
- Improved objection handling and customer conversations.
- Implemented at least two measurable process improvements.
- Reduced operational bottlenecks.
- Built a stronger culture of accountability and ownership.
- Improved operational efficiency and overall team performance.
Why Join Us?
This is an opportunity to make a real impact.
You'll have the autonomy to improve systems, develop people, and shape the future of an important operational function within a growing international company.
We offer:
- Fully remote work.
- Competitive salary based on experience.
- Opportunities for growth and career development.
- A collaborative international team.
- The ability to influence business operations and drive meaningful change.
Our Core Values
Everything we do is guided by our values:
Tenacious – We persist until the job is done.
Communicative – We communicate openly, honestly, and proactively.
Innovative – We challenge the status quo and continuously improve.
We Are a Team – We support one another, celebrate success together, and win as one.
This Role Isn't for Everyone
This role is not a fit if you:
- Prefer maintaining existing processes instead of improving them.
- Avoid difficult conversations or performance management.
- Need constant direction rather than taking ownership.
- Focus on activity instead of measurable outcomes.
- Struggle to coach, mentor, or develop others.
- Resist change or continuous improvement.
Ready to Make an Impact?
If you're a strong leader who enjoys building high-performing teams, solving operational challenges, coaching people to succeed, and creating systems that deliver measurable results, we'd love to hear from you.
Apply today and help us build an exceptional operations team.