• Establish the strategic framework that governs performance across the pre charge-off collections lifecycle • Design and refine pre charge off operating model including scoring, segmentation, strategy design and execution that includes all channels (agent, digital, outbound/inbound, IVA, AI, etc). • Partner with cross functional stakeholders to evaluate pre charge off challenges and eliminate points of friction in the collections processes for both internal teams and our customers • Build and evolve pre charge off processes including payment capability, settlements, reage, hardship programs, dialer/inbound/outbound capability and execution strategy, etc • Own third party vendor relationships for pre charge off processes • Establish clear performance and compliance standards • Lead structured business reviews with vendors • Drive corrective action plans and performance improvement initiatives • Partner closely with Compliance, Risk and Legal to ensure vendor oversight aligns with regulatory expectations and third party risk standards, including audit readiness. • Collaborate with Product and Technology teams on system capabilities and requirements to support pre charge off processes • Collaborate with Operations leaders to unlock performance opportunities and drive collector effectiveness through targeted skills development, coaching frameworks, optimized tools and scalable process improvements.