Manager – Loan Origination & Collections Operations – Kingston, Jamaica

Exceptional customer experiences begin with exceptional leadership. If you’re looking for Manager jobs in Jamaica, Operations Manager jobs in Kingston, Call Center Manager jobs, or Loan Operations careers, Fusion CX is hiring an experienced Manager – Loan Origination & Collections Operations to lead high-performing customer service teams supporting lending and collections operations.

This opportunity is ideal for accomplished leaders who excel at driving operational performance, coaching teams, improving customer experiences, and delivering measurable business results. If you have a passion for leading people, optimizing workflows, and building a culture of accountability and continuous improvement, this role offers the opportunity to make a meaningful impact while advancing your leadership career with a global customer experience company.

Job Description:

About the Role

As the Manager – Loan Origination & Collections Operations, you will oversee the day-to-day operations of both the Loan Origination and Collections functions. You will be responsible for leading team performance, ensuring operational efficiency, monitoring service levels, reviewing loan approvals, managing customer escalations, and driving continuous process improvement.

Working closely with operations leadership, you will ensure customer interactions are handled professionally, operational standards are consistently achieved, and business objectives are met while maintaining compliance with lending policies and quality requirements.

Key Responsibilities

Operations Leadership

• Lead the daily operations of the Loan Origination and Collections teams.
• Drive productivity, quality, service levels, and operational performance across all functions.
• Monitor workloads and allocate resources to maximize efficiency.
• Ensure new customer enquiries are contacted promptly to improve funding opportunities.
• Oversee collections activities, payment arrangements, and account management processes.
• Identify operational bottlenecks and implement solutions to improve workflow efficiency.
• Communicate operational priorities, updates, and process improvements across the team.
• Escalate business risks and operational concerns to senior leadership when required.

Loan Operations & Quality Oversight

• Review and approve loan applications in accordance with established underwriting guidelines.
• Verify application accuracy, supporting documentation, payment schedules, funding eligibility, and customer information.
• Monitor pending applications to ensure required verifications and documentation are completed on time.
• Support advisors with complex applications and customer scenarios.
• Improve turnaround times by proactively identifying opportunities to streamline loan processing.

Customer Experience & Escalation Management

• Serve as the primary escalation point for complex customer concerns.
• Resolve escalated issues while balancing customer satisfaction with business objectives.
• Monitor customer communications to ensure timely responses and service excellence.
• Review customer cases to ensure consistent, fair, and compliant resolutions.
• Identify recurring customer issues and recommend long-term process improvements.

Performance Management & Continuous Improvement

• Coach, mentor, and develop team leaders and customer service professionals.
• Monitor operational reports, performance metrics, and quality trends.
• Ensure customer interactions, payment arrangements, and operational updates are accurately documented.
• Maintain compliance with company policies, lending procedures, regulatory requirements, and quality standards.
• Lead initiatives that improve customer experience, operational effectiveness, and team performance.

Job Requirements:

Education

• Bachelor’s degree or equivalent qualification is required.

Experience

• Proven leadership experience managing operations within customer service, loan servicing, lending, collections, financial services, banking, or contact center environments.
• Experience leading high-performing operational teams and driving business performance.
• Strong background in coaching, workflow management, customer escalation handling, and operational excellence.

Skills & Competencies

• Strong leadership and people management capabilities.
• Excellent communication, coaching, and interpersonal skills.
• Strong analytical thinking and sound decision-making abilities.
• Excellent organizational and time management skills.
• High attention to detail and commitment to operational accuracy.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong conflict resolution and customer relationship management skills.
• Experience with CRM platforms, operational reporting, and performance management tools.
• Continuous improvement mindset with a focus on operational excellence.

Work Details

Location: Kingston, Jamaica

Work Mode: Work From Office (WFO)

Why Join Fusion CX?

At Fusion CX, great leaders create meaningful customer experiences while empowering people to perform at their best. As a Manager, you’ll have the opportunity to influence operational success, develop future leaders, and drive continuous improvement within a collaborative, people-first organization.

Why build your leadership career with Fusion CX?

• Lead critical loan origination and collections operations supporting customers throughout their financial journey.
• Shape high-performing teams through coaching, mentorship, and leadership development.
• Drive operational excellence across customer experience, quality, compliance, and business performance.
• Work alongside experienced leadership teams in a culture built on collaboration, accountability, and innovation.
• Expand your expertise in financial services operations, customer experience management, workforce leadership, and operational strategy.
• Access long-term career growth opportunities across Senior Operations, Client Services, Business Excellence, Training, Quality, and Executive Leadership.

If you’re searching for Manager jobs in Jamaica, Operations Manager jobs in Kingston, Call Center Manager jobs, Loan Operations Manager careers, Collections Manager jobs, Customer Service Manager jobs, BPO management jobs, or financial services leadership opportunities in Jamaica, this is your opportunity to build your future with Fusion CX. Apply today and lead with purpose while helping deliver exceptional customer experiences every day.