• Establish the strategic framework that governs performance across the post charge-off collections lifecycle • Design and refine post charge off operating model (agency placements, debt sale timing) and provider support processes • Partner with cross functional stakeholders to evaluate post charge off challenges and eliminate points of friction in the collections processes for both internal teams and our customers • Build and evolve post charge off processes including agency segmentation and placement strategy, performance management, debt sale strategy and buyer management. • Own third party vendor relationships across agencies and buyers • Establish clear performance and compliance standards • Lead structured business reviews with vendors • Drive corrective action plans and performance improvement initiatives • Partner closely with Compliance, Risk and Legal to ensure vendor oversight aligns with regulatory expectations and third party risk standards, including audit readiness. • Collaborate with Product and Technology teams on system capabilities and requirements to support post charge off processes • Collaborate with Operations leaders to unlock performance opportunities and drive collector effectiveness through targeted skills development, coaching frameworks, optimized tools and scalable process improvements