Senior Manager, Financial Services Operations

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. Collectors Financial Services is launching a secured consumer lending program. In this role, you will oversee the daily operations and servicing performance of the program within the Collectors Financial Services Team. You will establish, manage, and refine the operational framework supporting credit policy, including servicing playbooks, operating standards, escalation procedures, and daily execution. Key responsibilities include managing valuation and operations personnel, supervising third-party loan servicing, and serving as the decision-maker for complex escalations and loss-mitigation matters. This position requires a builder or start-up mindset, direct operational leadership experience, sound consumer-lending judgment,  and a comfort with taking on decision-making authority within an established policy framework. Successful candidates will effectively translate consumer credit policy, KYC/AML requirements, and dispute resolution standards into practical servicing practices. The Senior Manager, Consumer Lending reports to the Senior Director, Financial Services. What You’ll Do Servicing Partner & Vendor Oversight: Own the relationship with our third-party servicing partner as the accountable party on the client side, including performance scorecards, SLA definition and attainment, invoice and dispute resolution, and formal remediation where standards are not met. Run the oversight program over servicer performance: quality assurance, call monitoring, and file-level testing; exercise contractual oversight rights, including right-to-audit provisions; document findings and drive remediation to closure. Manage internal valuation staff and on-demand valuation contractors, including sourcing, onboarding, work-product quality control, and turnaround standards. Draft, maintain, and audit servicing playbooks, procedures, escalation paths, and exception logs, keeping them current as policy and product evolve. Servicing Execution & Escalations: Own resolution of servicing matters that fall outside routine handling or exceed frontline authority, deciding within delegated authority and escalating above it to program leadership. Execute loss mitigation and workout treatments in accordance with program policy: recommend and document borrower accommodations, approve within delegated authority, and escalate larger-dollar or novel matters. Administer the collateral liquidation process with a focus on fairness and compliance with applicable law, regulation,