The Vice President/Director of Debt Settlement Agency (DSA) Operations is responsible for end-to-end ownership of the DSA process execution and transformation. This leader will drive operational excellence by designing, implementing, and continuously improving processes with a strong focus on automation, efficiency, and digital transformation. A key aspect of this role is managing and strengthening strategic partnerships with our largest debt settlement agencies (DSAs), ensuring optimal performance and partnership growth.
Key Responsibilities
Process Execution & Transformation: Own the full DSA operational process lifecycle—from design and implementation to ongoing optimization. Champion automation and digital initiatives to streamline workflows and deliver superior business outcomes.
Strategic DSA Partnerships: Serve as the primary point of contact for major debt settlement agencies (DSAs). Lead B2B performance management and partnership development to maximize value, strengthen collaboration, and ensure access to our customers.
Continuous Improvement: Identify, develop, and execute process enhancement initiatives that improve efficiency, compliance, and customer experience. Leverage data analytics to monitor KPIs, analyze trends, and drive corrective actions.
Leadership & Team Development: Lead, mentor, and develop Operation Support Supervisors and their teams as required. As automation increases, evolve the team’s focus toward higher-value activities and strategic initiatives.
Resource & Cost Optimization: Oversee resource allocation, workload prioritization, and cost management to ensure operational effectiveness.
Compliance & Documentation: Ensure all processes adhere to state, federal, and corporate requirements, maintaining detailed documentation and audit readiness.
Cross-Functional Leadership: Lead projects to implement new technologies and process changes, collaborating with stakeholders across the organization.
Executive Communication: Represent DSA operations in executive forums, presenting results, strategies, and recommendations to senior leadership.
Culture of Innovation: Foster an environment of continuous improvement, innovation, and high performance.
Requirements
Bachelor’s degree required; STEM field preferred (e.g., Engineering, Computer Science, Mathematics, or related discipline)
10+ years of progressive leadership experience in collections, call center operations, or related financial services
Proven experience managing B2B partnerships/vendor management, including performance management, contract management, and partnership development
Demonstrated success in process ownership, process improvement, and automation initiatives
Experience overseeing multiple teams and managers in a fast-paced environment
Strong analytical, strategic thinking, and problem-solving skills
Excellent presentation and communication skills, with the ability to influence at all levels
Track record of driving transformation and change management
Knowledge of regulatory requirements and compliance standards in collections and financial services
Experience with technology implementation, workflow automation, and data analytics tools
Ability to travel 25% of the time
Location: Wilmington, DE // HYBRID: 3 days/week in office
Who we Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)
Paid sick leave as determined by state or local ordinance, prorated based on start date
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)