Developed and managed the Collections and Customer Care departmental metrics and regulatory reporting while providing analysis and recommendation to ensure accuracy, productivity and compliance; Provided weekly and monthly executive level presentations for the Collections and Customer Care departments metric and regulatory results; Managed department initiatives and projects; Met regularly with our Risk and Control partners to identify and mitigate any potential risks to the business and ensure our ongoing regulatory compliance; Managed risk through the monitoring of numerous reports and where applicable, apply additional preventative measures to ensure any potential breaches were mitigated; Managed all departmental procedures while providing gap analysis and process flows on newly developed or acquired processes; Developed operational reporting to track all phone representatives and managers monthly metric and compliance results utilized for mid and end of year reviews; Conducted ad-hoc reporting with analysis and recommendation; Conducted high level audits and provided findings with root cause when applicable; Maintained all internal department databases by updating functionality and managing access; Managed department access for all protected folders and web-based platforms; Managed all UAT departmental requirements; Managed all EUC departmental requirements; Represented the department in Business Continuity Planning