Manager, Collections - Remote

Overview

The Manager, Collections plays a critical role in leading a team to manage and maintain accounts in good standing, enhancing operational efficiency and client experience.

In Short

• Manage daily operations of the Consumer Proposal Retention team.
• Ensure compliance with service-level agreements and internal controls.
• Monitor team performance against defined targets and KPIs.
• Enforce best practices for collections processes.
• Engage directly with customers for escalations.
• Support continuous improvement activities.
• Supervise and support team members.
• Conduct coaching sessions and performance discussions.
• Collaborate with other teams for consistent service delivery.
• Model professionalism and high ethical standards.

Requirements

• Post-secondary education or equivalent experience in collections.
• 5+ years of experience in collections or related roles.
• Proven success in managing contact tools and technologies.
• Expertise with CRM platforms and data analytics tools.
• Strong organizational and problem-solving skills.
• Familiarity with continuous improvement methodologies.
• Excellent interpersonal and communication skills.
• Comfortable in a metrics-driven environment.

Benefits

• Inclusive and diverse workplace culture.
• Opportunities for professional development.
• Supportive team environment.
• Recognition programs for employees.