Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Manager, Collections Transformation to work onsite at our San Antonio, Texas service center. The Manager, Collections Transformation will drive business transformation initiatives across all Collection’s functions. The ideal candidate will serve as a Subject Matter Expert (SME) for all technology-related matters within Collections, partner with senior leadership to develop strategic business cases, and manage a variety of complex projects to improve processes, optimize outcomes, and enhance the member experience. This role requires a leader with expertise in change management, business process optimization, and cross-functional collaboration, with a particular focus on technology adoption and effective execution of transformation strategies. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Partner with senior leadership to develop business cases, strategies, and roadmaps that align with the organization’s transformation goals. Serve as the Subject Matter Expert (SME) for technology and systems in the Collections and Servicing departments, advising on best practices, system implementation, and optimization. Lead and manage cross-functional teams to execute transformation initiatives, ensuring alignment with business objectives and clear, measurable results. Oversee the development and implementation of new business processes, systems, and technologies to enhance operational efficiency and member satisfaction Identify areas for improvement across the collections and servicing processes and develop strategies to drive continuous improvement. Lead complex projects and initiatives related to collections, ensuring key milestones, deliverables, and timelines are met. Serve as project manager, contributing to the development and maintenance of implementation plans and ensuring key milestones are documented and tracked. Monitor the progress of transformation initiatives, analyze results, and provide regular updates to senior leadership. Identify and manage risks associated with transformation projects and implement mitigation strategies. Provide leadership and guidance on technology implementation and the optimization of tools used in collections, including telephony, SMS, text, chat, and other communication channels. Collaborate with the technology team to deploy, configure, and ensure the ongoing performance of software applications that support collection strategies. Ensure technology platforms and software complement and enhance collection strategies and member engagement. Act as the primary point of contact for any technology-related concerns, troubleshooting issues, and ensuring solutions are implemented promptly. Foster effective collaboration between departments (e.g., collections, technology, product, risk, audit) to design, deliver, and execute transformation initiatives. Act as a liaison between business units and technical teams to ensure technology meets business requirements and drives results. Work closely with collection leadership to implement and refine collection strategies based on data-driven insights and member feedback. Lead the development of collection strategy logic, including actions, channels, content, and intensity, ensuring alignment with business goals from a technology perspective. Identify training needs across the team and organize targeted training interventions to improve performance and ensure compliance with new processes and systems. Develop and implement change management strategies that facilitate smooth adoption of new processes and technologies across the collections and servicing teams. Assist in the development of training materials, process documentation, and standard operating procedures. Provide ongoing support and guidance to teams during the transformation process to ensure successful adoption and execution of new initiatives. Monitor the performance of collections strategies, including the effectiveness of communication channels and collection tools. Analyze data to identify opportunities for optimization, cost reduction, and improved member outcomes. Create and maintain dashboards and reports that track KPIs, collection outcomes, and system performance, ensuring transparency and driving continuous improvements. Communicate insights and recommendations to senior leadership to inform strategic decisions and enhance collection effectiveness. Conduct research and analysis to identify business transformation opportunities and lead initiatives aimed at improving operational efficiency and customer experience. Stay abreast of industry trends, technology advancements, and best practices to introduce innovative approaches to collections and servicing. Work with leadership to continuously refine and enhance collection strategies, processes, and tools to achieve optimal outcomes. Qualifications Equivalent combination of education and experience is considered. Bachelor’s Degree in Business, Information Technology, Finance, or a related field required. A minimum of eight (8) years’ of experience in a collections or servicing-related role, with a strong background in process transformation, technology integration. A minimum of one (3) years’ experience in a supervisory/management role preferred. Project management experience, including leading complex projects from inception to completion, managing milestones, budgets, and timelines. Experience with methodologies such as Agile is highly desirable. Proven experience as a Subject Matter Expert (SME) in technology systems, including the ability to advise on best practices, system implementation, and optimization within collections and servicing. Experience in implementing and optimizing technology platforms used in collections, such as telephony, SMS, text, chat, and other communication channels. Solid background in business process improvement, with a demonstrated ability to identify areas for optimization and develop effective strategies to improve operational efficiency. Experience in change management to facilitate the adoption of new processes, systems, and technologies across teams, ensuring successful transitions and alignment with business objectives. Experience in training and development, including identifying training needs, creating materials, and facilitating learning interventions for teams during the transformation process. Experience in collaborating with multiple stakeholders (technology, business, risk, audit, etc.) to ensure alignment and successful execution of transformation initiatives. Proven ability to stay up-to-date with industry trends, technology advancements, and best practices, applying this knowledge to drive innovation and improve collections processes. Strong knowledge of Windows-based software packages including MS-Word, Excel, Outlook, and PowerPoint is required. Supervisory Responsibility This position will supervise employees. Licenses and Certifications No additional licenses or certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.* Travel Ability to travel to various worksites and be on-call is required. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.8 million members and over $36 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.