Benefits
Telework
100% work from home
Description
This position oversees a team responsible for recovering outstanding debts from individuals and/or businesses on behalf of a client/s. The Collection Manager manages and guides collection supervisors and agents, ensuring compliance with enterprise and regulatory directives while striving to meet collection goals. The Collection Manager reports to the department Director.
- Ensure appropriate staffing levels are maintained through scheduling and recruiting
- Interview potential candidates
- Propose changes of staffing levels to senior management
- Propose incentive programs to senior management
- Identify training needs by completing and reviewing QA audits
- Provide training and coaching geared to improving performance and audit results
- Create and maintain department training material
- Manage vacation schedules to minimize impacts to productivity
- Closely manage a team of Debt Counsellors and Collections Supervisors to ensure KPIs related to compliance, outbound and inbound metrics, and recovery targets are realized
- Communicate and document impactful changes in terms of processes, internal TCR policies and/or client directives to team members and ensure full and successful implementation
- Ensure work plans are executed as designed. Areas of opportunity are to be suggested to upper management and Analytics for consideration.
- Work closely with client(s) and attend required client meetings, presentations, and audits
- Assign and clearly communicate goals and standards
- Provide constructive feedback to Supervisors and Debt Counsellors. Implement Performance Improvement Programs and Corrective Disciplinary action when necessary
- Champion our client’s brand by ensuring professionalism on all interactions and communication
- Mentorship of personnel to develop future management candidates
- Other duties as assigned
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Requested skills
- Minimum of 2 years of relevant collection supervisory experience preferred with solid knowledge of credit and collection procedures
- Demonstrated history of successful realization of targets (proof may be requested)
- Able to work full-time hours with a flexible schedule
- Able to work remotely and on-site and occasionally attend local offsite client meetings
- Able to solve problems effectively and creatively
- Excellent analytical, communication and negotiation skills
- High level of professionalism, tact, and empathy
- Ability to manage competing priorities and deadlines
- Able to maintain an objective/non-judgmental position even when talking with clients about emotional/difficult situations
- Adherence to strict security policies/procedures and regulatory requirements both federal and provincial as well as enterprise.
- Must be well-versed with credit and collection practices preferably in an operation oversight capacity
- Good working knowledge of MS Office software
- Excellent leader and mentor with a high level of integrity and ethics
- Must be detailed-oriented and diligent with strong interpersonal skills
- Adept at problem solving and asking probing questions
- Ability to work in a high pace environment
- Ability to achieve performance targets
Commissions
Commissions or performance bonus program offered
Equal Opportunity Employer
This employer is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations are available on request for candidates taking part in all aspects of the selection process.
Requirements
Level of education
undetermined
Work experience (years)
3-5 years
Written languages
Fr : Advanced
En : Advanced
Spoken languages
Fr : Advanced
En : Advanced
