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Senior Manager-Operations Disputes in Norfolk, VA at PRA Group

Date Posted: 3/6/2018

Job Snapshot

Job Description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: 

Position Summary:

Responsible for the overall management of casework activities within assigned team(s). Work closely with Operations Manager to ensure team adherence to policy and procedure, employee development, schedule management, and capacity planning. Work with AVP-Complaints & Disputes to perform aspects of strategic planning, process design and improvement.

Consistent meet Quality and Productivity goals for assigned team(s).

Work closely with Training and CQM (Compliance Quality Management) to keep those areas informed of changes and ensure any needed documentation is provided.

Full and consistent enforcement of company policies and procedures.

Able to accurately and effectively communicate policy and procedures via electronic mail, written memos, and meetings.  Able to accurately and effectively record employee performance and disciplinary actions using Company approved forms

Ability to successfully direct and communicate operational changes.

Effective use of team money and other incentives.

Timely and accurate forecasting at the team level.

Prepare annual reviews; prepare change of status reports for employees assigned to department; prepare and document disciplinary actions; make recommendation concerning discharge of employees to AVP/Human Resources.

Responsible for leave approval of department employees and approving hours worked for payroll of hourly employees.

Responsible for leave approval of department employees and approving hours worked for payroll of hourly employees.

Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.

Supervisory Responsibilities:

Responsible for the overall direction, coordination, and evaluation of this unit.  Supervises 2-3 Operations Managers and up to 45 non-supervisory employees including Disputes Representatives, Team Leaders and Operation Coaches.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include participating in interview process and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Professional Experience/Qualifications:

  • High School Diploma or G.E.D required
  • Requires proficiency in understanding and applying applicable elements of Fair Debt Collection Practices (FDCPA) and Fair Credit Reporting Act (FCRA) for tasks performed.
  • Able to define problems, organize and collect data, establish facts and draw valid conclusions.
  • At least 3 years experience in the financial services industry in the areas of:  collections, risk management, customer service, claims, compliance, audit or similar function. 
  • Must have experience managing a team of employees. 

Work Environment:

The noise level in the work environment is usually moderate as the employee works in a call center, in an individual work station, using telephone, headset and computer.  Employee may be required to work evenings and weekends. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.