Sr. Collections Manager

Join to apply for the Sr. Collections Manager role at Accion Opportunity Fund
.

This range is provided by Accion Opportunity Fund. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$91,544.00/yr - $/yr

Annual Bonus

This hybrid position is located in Los Angeles, CA. Two days a week you will work from home and three days a week you will work in the office.

Accion Opportunity Fund (AOF) is a non‑profit that provides small business owners with access to capital, networks, and coaching. With over 30 years in the industry, AOF has deployed more than $1 billion in over 35,000 loans and supported 4 million business owners. Nearly 90 % of our clients come from underserved communities. In addition to loan services, AOF conducts original research, advocates for policy change, and funds community projects through its New Market Tax Credit program.

AOF is dedicated to scaling its impact and ensuring financial sustainability while building a better system for underserved small businesses.

We are seeking a results‑driven, forward‑thinking Senior Operations Manager to lead and optimize our commercial, small‑business, and equipment finance collections and recovery operations. This leader will own day‑to‑day performance, drive workforce management discipline, and develop strategies that balance strong recovery outcomes with excellent customer experience.

• Build and execute strategic plans that improve portfolio performance, reduce credit losses, and ensure operational stability.
• Develop forward‑looking strategies that enhance recovery outcomes and support customers experiencing hardship.
• Lead, coach, and elevate a team of collections and recovery professionals, including in‑house staff and outsourced agency partners.
• Foster a culture of accountability, continuous improvement, and mission‑driven customer support.

• Oversee workforce management processes, including scheduling, forecasting, staffing models, and real‑time adherence.
• Ensure staffing, capacity, and performance are aligned with contact strategy, service levels, and recovery goals.
• Use data to anticipate volume trends, allocate resources, and adjust strategies to maximize productivity.

• Continuously evaluate and optimize workflows, policies, and quality controls.
• Leverage technology, automation, segmentation, and analytics—including advanced use of Microsoft Excel and other Office tools—to improve efficiency, transparency, and liquidation rates.

• Ensure all collections and recovery activities meet federal, state, and local requirements, along with internal policies and risk standards.
• Partner closely with Compliance, Legal, and Risk on audits, reviews, and regulatory expectations.

• Monitor and report on key portfolio metrics, including roll rates, cure rates, liquidation results, and agency performance.
• Identify trends and develop action plans to improve operational outcomes, service quality, and customer experience.

• Partner with Operations, Servicing, Credit Risk, Compliance, Legal, and third‑party agencies to manage complex cases and align strategies.
• Provide insightful portfolio and performance updates to senior leadership.
• Identify operational and portfolio risks early and implement solutions that strengthen controls and reduce credit exposure.
• Reinforce customer‑centric collections practices that maintain dignity, support financial wellness, and protect AOF’s mission and reputation.
• Additional responsibilities as assigned by Manager.

• Extensive experience in collections and recovery management within commercial, small business, and/or equipment finance lending.
• Workforce management experience (e.g., forecasting, scheduling, capacity planning, real‑time management).
• Proven ability to lead high‑performing teams and manage both direct and outsourced staff effectively.
• Strong understanding of…