Technical Operations Manager

Key Responsibilities

Technical Operations & Application Support

• Safeguard the stability, uptime, and operational health of collections technology platforms, databases, and operational tools.
• Serve as a technical resource for complex support, enhancement, and operational matters.
• Review system performance, recurring issues, and operational challenges to identify opportunities for improvement and optimization.
• Provide technical guidance and coordinate with IT teams and vendors on issue resolution, system changes, and enhancement delivery.

System Analysis & Solution Engineering

• Analyze business requirements, operational challenges, and system capabilities to identify practical technology solutions.
• Evaluate technical solutions, system impacts, dependencies, and implementation considerations to support system enhancements and solution delivery.
• Support the delivery of system enhancements and technology solutions, working closely with business, IT, and vendor teams.
• Develop and maintain business-owned tools, automation solutions, and workflow improvements to enhance operational efficiency and system effectiveness.

Operational Process Optimization & Stakeholder Management

• Provide technical input and recommendations to collections operations, IT teams, and vendors to support issue resolution, system enhancements, and technology initiatives.
• Develop a strong understanding of collections workflows to identify operational bottlenecks, compliance risks, and technology improvement opportunities.
• Establish and maintain standard operating procedures (SOPs), technical documentation, and knowledge-sharing practices to support team members and business users.

Qualifications and Skills

Experience

• 7-10 years of experience in Application Support, Systems Analysis, Solution Engineering, Software Development, or related technology roles.
• Experience supporting business-critical applications and technology platforms.
• Experience delivering technology initiatives involving business, IT, and external vendors.
• Experience in collections, banking, financial services, or customer operations is an advantage.

Technical Skills

• Strong SQL and data analysis skills.
• Experience with application development, scripting, or business-owned tool development (e.g., Python, JavaScript, Power Platform, or similar technologies).
• Experience with automation, system integration, APIs, and workflow solutions.
• Understanding of application support, system analysis, and solution delivery practices.

Leadership & Soft Skills

• Strong analytical, investigative, and hands-on problem-solving mindset with a strong sense of ownership.
• Ability to translate operational needs into practical technology solutions.
• Effective communication and stakeholder management skills.
• Proactive, hands-on, and continuous improvement mindset.