Brief Role Description

This position is Career Level 31L based in Reston, VA or Libertyville, IL with a Role Classification of Hybrid.

Role Summary

The Collections and Recovery function is a cornerstone in our customer and risk resiliency strategies managing upward of $50MM in loss recoveries and delinquency levels of our account portfolio. The Director, Collections and Recovery, NAR, will be responsible for getting us there -  leveraging our data, people, process and technologies to modernize our approach and drive high performance in our collections and recoveries efforts.

The role will have end-to-end responsibilities for: early stage and late-stage collections and delinquency performance, post-charge-off financial and asset recoveries, as well as the core operational performance across people, providers and technologies. The role covers Volkswagen Financial Services’ North American portfolio, with responsibility spanning the U.S. and Canada. 

This leader owns the strategy, performance, and evolution of the C&R function across treatment modeling, customer touchpoints, including SMS, email, digital and agent-assisted channels. The role combines financial loss management, collections analytics, operational leadership, and contact center and vendor oversight to improve delinquency resolution, portfolio performance, and operational effectiveness, all with an eye to helping customers navigate hardship.

Responsibilities within this Role

Collections and Recovery Performance Management – 40%
• Lead enterprise strategies to minimize losses on consumer receivables and vehicle assets aligned to financial and risk objectives
• Own end-to-end delinquency management, early and late-stage collections, and post charge-off recovery performance
• Develop and optimize data-driven treatment strategies, including behavioral scoring, segmentation, and engagement strategies
• Partner with Risk Management to build predictive models and define delinquency and charge-off strategies
• Continuously refine strategies in response to economic, portfolio, and regulatory changes

Operational Excellence & Analytics-Driven Execution – 25%
• Leverage advanced analytics to identify drivers of performance and optimize collections outcomes
• Establish and manage performance metrics aligned to financial and operational objectives
• Lead continuous improvement initiatives to enhance productivity, efficiency, and profitability
• Drive structured experimentation (e.g., A/B testing) to validate and scale strategies
• Ensure alignment with industry best practices and operational standards

Vendor, Contact Center & Technology Oversight – 15%
• Drive strategic and operational oversight across internal operations, contact centers, and third-party vendors
• Manage vendor performance, contract negotiation, and RFP/RFI processes
• Oversee channels, platforms, and technology supporting collections performance

Leadership, Talent & Organizational Effectiveness – 10%
• Build and lead high-performing teams focused on accountability and results; establish a performance-driven people culture by creating the OKR, KPI and individual performance frameworks across functions, and continuously measuring and coaching/managing to the targets.
• Establish strong frameworks around talent development, succession planning, and organizational design
• Recruit and foster a team that is diverse in background, experiences and expertise. Coach leaders and foster a high-performance, engagement-driven culture

Governance, Compliance & Risk Management – 10%
• Ensure compliance with regulatory requirements (FDCPA, UDAAP, CFPB)
• Partner with Legal, Compliance, and Risk teams to mitigate operational risk
• Maintain strong control frameworks across collections, recovery, fraud, and bankruptcy
• Drive governance, reporting, and audit readiness

Qualification requirements

Years of Relevant Experience:

-    12+ years of progressive leadership and relevant experience in consumer finance.
-    Minimum 5 years of financial, customer and operational performance management of collections, asset recovery and financial recoveries
-    Demonstrated success operating at a director level - leading leaders, managing risk and financial performance, and owning enterprise-level outcomes
-    Minimum 3 years (and proven track record) in developing and using advanced behavioral data modeling and internal/vendor-based technologies to steer, optimize and evolve our collections and recoveries performance.
-    Minimum 5 years in delivering technology and data initiatives; experience in product management and agile methodologies
-    Ability to balance customer outcomes with strong financial and risk discipline

Required Education:

• Bachelor's Degree

Skills:

•    Data/performance driven: Experienced and exceptional understanding collection and recovery performance drivers, and how to use segmentation and data to drive performance-driven change and culture in our customer resiliency function. Experience in running structured segmentation and product experiments a plus.
•    A bias to action: The leader will have an executive level charter to deliver on key opportunities and, in parallel, stand up an org structure and talent model that sets a high bar for employees, and rewards and empowers teams delivering on this.
•    Acts like an owner. Takes full responsibility for functional performance and has a 360 view on what happens upstream and downstream; partners transparently with those stakeholders and partners to affect change.
•    Ability to influence and lead changes: Willingness to challenge the status quo by driving pragmatic, forward-leaning change across people, process, performance and technology
•    Customer Centricity: Deep respect for the importance of keeping our promises to customers, creating clarity for them during these stressful moments, and ensuring we are doing this in a consistent, well-managed way
•    A clear communicator: Excellence in clear communication and storytelling – to set expectations and motivate employees, present to C-Levels, hold vendors responsible, and partner successfully with stakeholders