Manager Legal Case Management

Position: Onsite

Timing: 9pm to 6am (Night Shift)

Location: The Enterprise Building, Multan Road, Near Thokar Niaz Baig

Key Responsibilities

• Monitor Case Manager productivity, adherence, case movement, and work discipline across assigned inventories.

• Provide daily coaching and mentoring with real-time guidance on case strategy, negotiation approach, and resolution tactics.

• Track case assignment versus resolution outcomes to ensure liquidation and performance goals are met.

• Ensure cases are worked in accordance with portfolio strategy, client expectations, and compliance standards.

• Handle escalated cases and second-voice interventions for complex, high-balance, or sensitive accounts.

• Evaluate team efficiency using key performance indicators (KPIs) and provide actionable, documented feedback to drive improvement.

• Conduct regular one-on-ones and side-by-side call/file monitoring sessions; maintain documented coaching logs.

• Manage performance improvement plans (PIPs), progressive discipline, and recognition in partnership with HR.

• Maintain detailed knowledge of assigned client(s), debt type(s), and sector-specific best practices (e.g., credit card, auto, medical, student loan, utility, or commercial receivables).

• Apply appropriate case strategies based on balance, risk, age, and recovery potential.

• Manage inventory using a strategic mix of individual assignments and campaign-based workflows, as dictated by portfolio needs.

• Continuously assess performance trends and adjust strategies to optimize liquidation and resolution outcomes.

• Ensure Case Managers understand both the strategy and rationale behind treatment paths for the inventory being worked.

• Approve settlements, payment arrangements, or account dispositions outside standard Case Manager authority limits.

• Oversee campaign execution and workflow prioritization based on inventory strategy and business objectives.

• Ensure proper segmentation, treatment paths, and workload distribution across the team.

• Monitor results and adjust campaign or assignment approaches to maximize effectiveness.

• Provide direction to Case Managers as inventory performance and priorities evolve.

• Partner with Workforce Management (WFM) on staffing, scheduling, and dialer/CRM campaign configuration.

• Ensure all case handling complies with the FDCPA, FCRA, TCPA, CFPB Regulation F, and applicable state/local collection laws and licensing requirements.

• Monitor calls, correspondence, and account notes for compliance with client contracts, cease-and-desist requests, and consumer disputes.

• Escalate and document consumer complaints in accordance with company complaint-management policy and, where applicable, CFPB or state regulator reporting requirements.

• Support internal audits, client audits, and regulatory examinations by ensuring file readiness and accurate documentation.

• Maintain current knowledge of regulatory changes affecting the collections/recovery industry and communicate impacts to the team.

• Coordinate with the Legal Department or outside counsel on legal-eligible accounts, where applicable.

• Ensure accounts are reviewed, documented, and prepared accurately prior to legal escalation.

• Assist in resolving attorney-assigned cases until formal legal hand-off, if applicable.

• Address documentation gaps or strategy issues prior to escalation to minimize delays.

• Ensure legal files are complete, compliant, and aligned with internal requirements where legal processes apply.

• Partner with the Training Team to identify skill gaps and support targeted coaching initiatives.

• Review case quality, documentation accuracy, and compliance adherence.

• Participate in calibration sessions to ensure consistent case handling standards.

• Provide structured feedback to Case Managers on negotiation approach, strategy execution, and quality expectations.

• Support onboarding and certification of new Case Managers, including new-hire nesting and ramp evaluation.

• Lead recruitment support, interviewing, and hiring recommendations for Case Manager openings, in partnership with HR.

• Complete timely performance reviews, goal-setting, and career development planning for direct reports.

• Manage attendance, schedule adherence, and time-and-attendance approvals in accordance with company policy.

• Foster a positive, inclusive team culture and address employee relations matters promptly and in partnership with HR.

• Collaborate with Operations, Training, Compliance, and Management to support performance and process improvement initiatives.

• Regularly report on team performance, inventory trends, and strategy effectiveness to senior leadership and, where applicable, clients.

• Act as a bridge between Case Managers and leadership to ensure clarity of priorities and expectations.

• Prepare and present performance reviews or business updates for internal leadership and client stakeholders.

Education & Experience

• Bachelor's degree in Business, Finance, or related field preferred; equivalent professional experience considered in lieu of degree.

• 3–5+ years of experience in collections, recovery, accounts receivable management, or a related call-center/case-management environment.

• 1–2+ years of supervisory or team-lead experience, preferably managing collections or case management staff.

• Demonstrated track record of meeting or exceeding liquidation, recovery, and quality targets.

• Working knowledge of the FDCPA, FCRA, TCPA, CFPB Regulation F, and relevant state collection statutes.

• Strong coaching, negotiation, and conflict-resolution skills.

• Ability to interpret KPI and productivity data to identify trends and drive corrective action.

• Proficiency with collections platforms/CRM systems, dialers, and Microsoft Office (Excel, PowerPoint, Outlook).

• Excellent verbal and written communication skills, including experience presenting to senior leadership or clients.

• Strong organizational skills with the ability to manage multiple portfolios, campaigns, and priorities simultaneously.

• ACA International certification (e.g., Certified Collector, Professional Collection Specialist) or equivalent industry credential.

• Certified Compliance Officer (CCCO) or similar compliance credential, where applicable to the role.