Director of Operations

Description Segoso Caribbean is seeking a strategic, results-driven, and highly experienced Director of Operations to join our leadership team in Jamaica. As a leader in the Accounts Receivable Management (ARM) space, we are looking for a visionary operations professional to spearhead our local operations, drive department growth, improve competitive performance, and develop high-performing Collection Managers.

This role reports directly to the VP of Operations and is designed for a high performer with the ambition, leadership capabilities, and business acumen to transition into a VP of Operations role quickly. Requirements The Role As Director of Operations, you will be responsible for the overall performance, growth, stability, and operational health of our Jamaican operations. You will lead through data, accountability, and people's development while partnering closely with executive leadership and other key stakeholders.

Key Responsibilities Leadership & Team Development Coach, mentor, and develop Collection Managers and other operational leaders to maximize individual and departmental performance. Establish clear performance expectations, accountability measures, and development plans for leadership teams. Build a strong culture of ownership, engagement, performance, and continuous improvement. Identify and develop future leaders to support the organization's growth and succession planning.

Operational & Strategic Oversight Oversee daily operations across assigned departments, ensuring performance meets or exceeds client and organizational expectations. Manage department staffing levels, capacity planning, and workforce requirements to align with current and projected business demand. Analyze operational KPIs, productivity, quality, revenue, staffing, and client performance to identify trends, risks, and opportunities.

Develop and execute strategies that improve operational efficiency, profitability, and overall competitive performance. Partner with senior leadership to establish and execute short- and long-term operational goals. Attrition & Workforce Stability Own and actively manage operational attrition, identifying trends, root causes, and departments or leadership areas requiring intervention. Partner with HR and Recruitment to develop and implement strategies to reduce avoidable turnover and improve employee retention.

Review separation trends, attendance, engagement, performance, and other workforce indicators to identify potential attrition risks. Establish measurable retention initiatives and hold operational leadership accountable for improving employee stability. Ensure staffing forecasts account for anticipated attrition, hiring timelines, training capacity, and business growth. Recruitment & Interview Leadership Partner closely with Recruitment and Human Resources to ensure staffing requirements are clearly defined, and recruitment plans support operational needs.

Participate actively in the interview and selection process for Collection Managers, leadership positions, and other critical operational roles. Provide operational insight during candidate assessments and ensure leadership hires align with the organization's performance expectations and culture. Review hiring pipelines, interview outcomes, staffing gaps, and time-to-fill metrics to ensure departments remain adequately staffed.

Support the development of hiring profiles and interview criteria for key operational positions. Ensure hiring decisions are aligned with capacity requirements, attrition forecasts, client commitments, and business growth objectives. Portfolio Management Oversee post-charge-off collections across credit cards, installment loans, DDA, and judgments for fintech partners, debt buyers, and card issuers.

Ensure operational teams consistently deliver against client-specific performance, quality, compliance, and financial objectives. Monitor portfolio performance and implement corrective strategies where results fall below expecta