Role Description The Payment Recovery and Collections Manager is responsible for leading RealPage’s collection and loss recovery operations within the Payment Operations organization. This role will support secure and compliant recovery efforts across RealPage’s payment products, overseeing strategy and execution in ACH returns, failed payment recovery, chargebacks, and future credit/collections programs. This leader ensures that financial loss is minimized while maintaining strong customer and regulatory outcomes. The role requires strong analytical discipline, exceptional stakeholder communication, and a deep understanding of payment lifecycles and credit-risk behaviors. They will lead a high-performing team of onshore Process Leads while maintaining accountability for the performance and accuracy of an offshore team. They balance people leadership and process optimization, serving as the bridge between strategic goals and technical excellence. They advocate for their team with internal and external stakeholders. The Payment Recovery & Collections Manager serves as a key escalation point for complex recovery issues and contributes to broader Payment Operations objectives related to risk management, operational excellence, and client trust. Responsibilities - Collections Strategy & Risk Management - Develop and execute strategies that minimize financial exposure associated with unpaid balances, returns, disputes, and chargebacks. - Oversee root-cause analysis across failure types (e.g., NSF, fraud, administrative returns) to drive preventative measures. - Partner with Risk, Legal, and Compliance to ensure adherence to NACHa, Reg E, card network rules, and state/federal collections laws. - Implement monitoring mechanisms to identify emerging credit-risk trends and proactively adjust workflows and staffing. - Team Leadership & People Management - Manage, mentor, and develop 2–4 Process Leads and offshore teams as applicable, ensuring they have the resources to maintain their status as process authorities. - Work closely with in-country direct management to oversee offshore Payments and Insurance Team’s work as it relates to processes within their functional area. - Foster a culture of accountability, innovation, and cross-functional collaboration. - Conduct performance reviews, identify skill gaps, and implement professional development plans. - Partnership & Quality Assurance - Provide "dotted line" leadership to an offshore data entry team, acting as second point of escalation (after Process Leads) for routine issues, and primary for crisis management. - Work closely with in-country direct management to oversee offshore Payments and Insurance Team’s work as it relates to processes within their functional area. - Work with Process Leads to define and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the offshore team (e.g., turnaround time, error rates). - Coordinate with other Operations Managers to ensure process handoffs and work is completed accurately and efficiently throughout the Operations Division. - Process Optimization & Strategy - Work with Process Leads to map out workflows, identifying bottlenecks and opportunities for automation or streamlining. - Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency across both local and offshore teams. - Implement data-driven reporting to track the overall health of the operations division. - Stakeholder Management - Act as the liaison between the operations division and internal departments (e.g., IT, Finance, Sales). - Translate complex technical process updates into actionable insights for executive leadership. - Work with banking partners and vendors to maintain service levels and remediate issues. Qualifications - 5+ years in collections or recovery management, with at least 2 years in a people-leadership role. - Strong working knowledge of ACH returns, NACHA rules, Reg E, card network dispute frameworks, and collections compliance requirements. - Demonstrated success improving recovery rates, reducing losses, and optimizing operational workflows within a collections environment. - Proven experience managing BPO (Business Process Outsourcing) or offshore teams. - Strong ability to interpret data and use it to drive process changes. - Exceptional verbal and written communication skills, with the ability to manage teams across different time zones and cultures. - Proficiency in MS Office, APIs, Salesforce, SharePoint. Requirements - The ability to manage high-level SMEs by providing technical feedback without micromanaging their expertise. - Skill in managing "dotted line" relationships, including maintaining KPIs and other performance standards. - The ability to translate high-level company goals into daily operational tasks for both the local and offshore teams. - Proficiency in identifying trends within raw data to predict bottlenecks or staffing needs before they become critical. - The mental agility to troubleshoot process breakdowns that involve multiple stakeholders and moving parts. - The ability to communicate effectively and empathetically with an offshore team, ensuring they feel integrated into the company culture. - The capacity to make firm calls on process changes or escalations when deadlines are tight. - The ability to pivot strategies quickly when technology or business requirements shift. - Expert knowledge of KPI development, SLA management, and "Business Process Outsourcing" (BPO) governance. - Deep understanding of process improvement methodologies (e.g., Lean, Six Sigma, or Agile). - Familiarity with data privacy laws and regulatory standards relevant to the rental industry. - Knowledge of workflow automation tools, CRM/ERP systems, and advanced data visualization tools (like Power BI or Tableau). Physical Demands and Working Conditions - Occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. - Must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. - May be required to sit and/or stand for long periods of time. - Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. - May be required to lift or move 10+ pounds. Pay Range USD $85,200.00 - USD $145,200.00 /Yr.