Director Call Center Operations

Headquartered in San Antonio, TX, Brundage Management Company, Inc. (BMC) is a privately owned business with multiple business lines and investments. The focus at BMC is to perform all management functions for their businesses - Sun Loan Company and Key Storage. Check us out at www.sunloan.com and www.mykeystorage.com. BMC provides services to our investments through executive level management decisions, human resources, employee recruitment and training, marketing, accounting, licensing and auditing functions, information technology, representation on state and national boards and governing bodies, and long-term strategic planning.

At BMC, we are committed to serving our customers better. With that commitment comes the need to grow our teams to own the skills and strategy internally to drive the change centered around our customers and community.

• Oversee firstparty collections, servicing, and funding operations to meet or exceed company performance targets
• Ensure customer interactions balance recovery goals with relationship preservation and longterm retention
• Guide customer engagement strategies that help customers resolve account challenges effectively and compliantly
• Oversee collection campaigns and drive continuous improvements in efficiency and effectiveness

• Plan, direct, and oversee daily CSC operations, including staffing, workflows, and performance management
• Establish, implement, and maintain call center standards, policies, procedures, and customer interaction guidelines
• Monitor operational performance through KPIs and reporting; identify trends and implement process improvements
• Build, scale, and strengthen CSC processes, systems, and controls to support current performance and future growth
• Lead the development and ongoing enhancement of the collections module in GPS, ensuring scalability, accuracy, and compliance
• Ensure operational readiness as customer demand, product offerings, and business priorities evolve

• Foster a culture of accountability, professionalism, empathy, and customer respect
• Develop leaders and frontline team members through coaching, feedback, and performance management
• Partner with the Learning and Development team to lead the design and continuous improvement of training modules
• Collaborate on performance management frameworks and incentive or bonus programs
• Provide steady leadership through operational change, increased complexity, or expansion

• Serve as a key owner of regulatory compliance across FDCPA, FCRA, UDAAP, and related requirements
• Embed ethical and compliant practices into daily operations, training, and coaching
• Partner with Branch Operations, Compliance, Risk, and Technology teams to ensure alignment with enterprise standards and brand voice
• Use operational and behavioral data to understand delinquency drivers and inform ongoing improvements

• Senior leadership experience in call center operations, collections, servicing, or customer engagement
• Strong understanding of firstparty collections and regulated financial services environments
• Proven ability to lead teams, manage performance, and improve operational outcomes
• Experience building or evolving operational processes, systems, or teams over time
• Systemsoriented mindset; experience with call center platforms such as GPS strongly preferred

Work Authorization Notice

Applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship. This means:

• Work Authorization Required: Candidates must already possess valid U.S. work authorization that permits employment with any employer.
• No Visa Sponsorship Provided: We are unable to sponsor employment visas (such as H-1B, O-1, etc.) or assume responsibility for transferring existing sponsorships at this time.

Benefits:

• Low-Deductible and affordable Medical Plans including medical, dental and vision.
• Competitive salary: Determined by various factors, including but not limited to, location, skills, knowledge, competencies and experience.
• 401K with company match.
• Paid Time Off including Holidays, Vacation and Sick time.
• Bonus opportunities.
• Career development.
• Formal and Comprehensive Training Program.

If you are ready to be a part of a company that values its employees, invests in their growth, and fosters a culture of success, then Brundage Management Co. is the place for you. Apply today and embark on a fulfilling career journey where your potential is recognized and rewarded.

Brundage Management Company, Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.