Collections Operations Manager- Contact Center

Public Storage is seeking a dedicated and experienced Manager to lead our Collections Program. This role will involve overseeing the internal collections resources as well as providing tactical and strategic direction to multiple vendors to drive performance and efficiencies across all aspects of Collections operations. The position requires collaboration with IT and Field operations to identify opportunities and implement enhancements.  The ideal candidate will bring strategic vision, leadership capabilities, and expertise in collections management to drive results and support the company's financial objectives. ESSENTIAL FUNCTIONS:Manage the administrative and contractual components of BPO partner(s) including invoicing and commission validation.Closely work with BPO partners(s) to achieve collection recovery targets and service levels.Establish performance metrics and KPIs in collaboration with Care Center senior leaders to monitor and drive performance.Maintain regular communication cadence with third-party agencies to review agency and agent performance, discuss overall strategies, handle escalated issues, and provide guidance as needed.Prepare and utilize reporting to monitor and evaluate agency performance and recovery rates, provide insights and recommendations to improve revenueAnalyze current collections processes and recommend improvements to streamline operations, reduce costs, and improve recovery outcomes.Work with internal partners on collection efforts, resolving disputes, account discrepancies and providing feedback to improve the overall processReview and respond to escalated inquiries from internal and external customersDevelops, maintains, and updates collections department policies, training materials and departmental standardsCoaches, develops, mentors and leads direct reports to ensure continuous improvement and achievement of collections goalsRoutinely conduct review of email conversations and call monitoring to ensure consistency in the level of quality of service, identify training gaps and providing feedback to associatesOther projects and duties as assignedSupport cross-functional projects as necessary, ensuring alignment with company priorities.