Job Description

At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.Be part of our talented and growing team! We are currently looking for a Senior Manager, Collections, to join our team, reporting to the Vice President, Collections.The Senior Manager, Collections supports with the development and the execution of strategic initiatives, as well as the budgeting, performance management and oversight of the Cards, Retail and Direct Lending collections portfolios. More specifically:First Party Collections. Maintain optimal delinquency levels, reducing bad debt provision costs and saving customers from credit revocation, while preserving brand affinity.3rd Party Recoveries. Deliver maximum bad debt recoveries for charged off and non-charged off accounts while maintaining brand affinity and provincial regulatory compliance.The above is performed through management and oversight of multiple 1st and 3rd party service providers. Manage 120+ agents across 8 vendors."Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence."WHY JOIN US?BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2024 for the fourth consecutive year by the editors of Canada's Top 100 Employers.WE OFFER:

• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

WHAT WILL YOU WORK ON?

• Drive Results: Responsible for executing the annual Collections and Recoveries plan across multiple lending segments. Oversee vendor performance with daily reviews to meet targets and drive key metrics. Develop and implement action plans to address issues and track results.
• Deliver on cost budget: Own and execute the annual Collections & Recoveries plan across lending segments. Oversee production hours, escalate cost anomalies, and adjust strategies to stay within budget. Monitor volumes, analyze variances, and ensure invoice and audit accuracy.
• Drives transformation: Lead a team to reduce losses, enhance effectiveness, and drive transformation. Develop and execute vendor programs from strategy to performance measurement. Partner with Risk/Finance to provide data analytics, modeling, and real-time feedback.
• Drive processes efficiency: Continuously review SOPs and operations to remove friction points. Monitor risk indicators and escalate as needed. Partner with Risk to implement and track new strategies.
• Ensure process compliance: Mitigate data privacy and compliance risks through vendor audits for remote and on-site agents. Ensure strong call quality results for Collections.
• Central point for managing complaints: Collaborate with Legal, Compliance, and the Ombudsman to address 2nd-level Collections complaints.
• Drive accountability and coach team members to achieve operational and developmental expectations.
• Ensure high employee engagement and implement individual development plans.

WHO ARE WE LOOKING FOR

• Collections Experience (5+ years): Strong knowledge of debt recovery, legal requirements, and compliance, ideally in Personal Loans, Retail Finance, and Credit Cards.
• Leadership & Team Management: Ability to mentor, motivate, and lead a team of Collection Specialists.
• Strategy & Operations: Develop and execute strategies to optimize collections, improve recovery rates, and minimize risk while maintaining customer experience.
• Financial Acumen: Proficient in budgeting, forecasting, reporting, and assessing financial statements.
• Risk Management: Experience identifying and mitigating financial and operational risks, including data security and legal compliance.
• Communication & Negotiation: Strong skills in engaging customers and stakeholders effectively.
• Technology Proficiency: Familiar with collection software, dialers, CRM systems, and compliance tools.
• Regulatory Compliance: In-depth knowledge of local, provincial, and federal collections laws, including data protection.
• Vendor & Agency Management: Ability to oversee and maintain relationships with collection agencies and vendors.
• Analytical & Problem-Solving: Skilled in data analysis, identifying trends, and improving processes for better outcomes.

**This role is vacant**#COQCWE ARE PROUD TO BE: Montreal's Top Employers 2024 by Canadas Top 100 Employers!Learn more:Follow us on LinkedIn:If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.Time Type: Full timeJob Type: Permanent

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