Bankruptcy Operations Manager

The Team

Upstart is seeking a Bankruptcy Operations Manager who will be responsible for driving the performance of our bankruptcy associates and vendors that provide bankruptcy services. This role is crucial in ensuring that our associates and vendors meet and exceed performance and compliance expectations, enabling exceptional business outcomes and delivering a seamless borrower experience. The ideal candidate will have deep experience and knowledge managing bankruptcy processes, robust knowledge of bankruptcy laws and regulations, be a strong leader with excellent relationship building skills, is solutions-oriented, and likes to build new and improved processes and workflows. The candidate will be responsible for analyzing and managing associates and vendor performance to maximize recovery while at the same time working with the Senior Operations Manager and other operations leaders to manage all control and compliance initiatives.

Position Location - This role is available in the following locations: Remote

Time Zone Requirements - This team operates on the East/West Coast time zones.

Travel Requirements - As a digital first company, the majority of your work can be accomplished remotely. The majority of our employees can live and work anywhere in the U.S but are encouraged to to still spend high quality time in-person collaborating via regular onsites. The in-person sessions’ cadence varies depending on the team and role; most teams meet once or twice per quarter for 2-4 consecutive days at a time. There is also a vendor travel requirement that will be managed by the entire Recovery organization. 

How you’ll make an impact:

• Drive Performance: Manage and monitor the day-to-day performance of associates and vendors responsible for bankruptcy and quality control services, ensuring they meet or exceed key performance metrics.
• Enable Business Outcomes: Collaborate with internal stakeholders to align associates and vendor performance with Upstart’s strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Enhance Borrower Experience: Ensure that vendor partners deliver an effortless borrower experience, addressing borrower needs quickly and effectively while maintaining Upstart's commitment to quality. In addition to, meeting expectations of trustees and courts in a timely manner.
• Monitor and Enforce KPIs: Track associate and vendor performance using established KPIs, such as productivity, quality control and quality assurance, bankruptcy payment and collateral recovery rates, and compliance with service level agreements (SLAs).
• Vendor Relationship Management: Build and maintain strong relationships with external vendors  to foster open communication, partnership, and alignment with Upstart’s goals.
• Performance Improvement Initiatives: Collaborate with associates and vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Cross-Functional Collaboration: Work closely with internal teams such as Operations, product management, engineering, Legal, Risk Management, and Lending Partnerships to align associate and vendor performance with Upstart’s broader objectives and operational needs.
• Data-Driven Analysis: Utilize data and reporting tools to track  performance, identify trends, and make informed decisions that drive continual improvements in service delivery. 

What we’re looking for: 

• Minimum qualifications:
  • 5+ years of experience in bankruptcy management preferably in fintech or financial services.
  • 3+ years of people management experience.
  • 3+ years of bankruptcy vendor management experience.
  • 3+ years of experience managing servicing portfolios owned by others.
  • Strong track record of managing associates and external vendors and holding them accountable to performance metrics.
  • Demonstrated ability to drive business outcomes and improve customer outcomes throughout the lifecycle of bankrupt loan servicing.
  • Excellent communication and negotiation skills, with the ability to influence partners and internal stakeholders.
  • Proven analytical skills, with the ability to identify KPIs, build reporting and monitor performance metrics to make data-driven decisions.
  • Knowledge of compliance and regulatory requirements in bankruptcy and the financial services industry.
  • Ability to thrive in a fast-paced, high-growth environment with a strong sense of urgency.
• Preferred qualifications:
  • 5+ years of people management experience.
  • Experience building bankruptcy procedures, performance and control metrics.
  • Experience with secured and unsecured loan products.
  • Skilled in  Google Office products, Salesforce Reporting and Looker
  • Bachelor’s degree or higher.

What you'll love: 

• Competitive Compensation (base + bonus & equity)
• Comprehensive medical, dental, and vision coverage with Health Savings Account contributions from Upstart 
• 401(k) with 100% company match up to $4,500 and immediate vesting and after-tax savings
• Employee Stock Purchase Plan (ESPP)
• Life and disability insurance
• Generous holiday, vacation, sick and safety leave  
• Supportive parental, family care, and military leave programs
• Annual wellness, technology & ergonomic reimbursement programs
• Social activities including team events and onsites, all-company updates, employee resource groups (ERGs), and other interest groups such as book clubs, fitness, investing, and volunteering
• Catered lunches + snacks & drinks when working in offices

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