Job Description

What's in it for you as an employee of QFG?
Health & wellbeing resources and programs
Paid vacation, personal, and sick days for work-life balance
Competitive compensation and benefits packages
Work-life balance in a hybrid environment with at least 3 days in office
Career growth and development opportunities
Opportunities to contribute to community causes
Work with diverse team members in an inclusive and collaborative environment
We're looking for our next Senior Manager, Special Collections Enterprise Operations. Could It Be You?
The Senior Manager, Special Collections Enterprise Operations is responsible for strategically leading and overseeing all special collections activities across multiple product lines and business units. This includes both secured (CTC) and unsecured (Flexiti) portfolios, as well as complex areas such as Estates, Insolvency, and Condo Collections. The role Implements the departmental strategy that supports the broader enterprise collections strategy.
Need more details? Keep reading...
In this role, responsibilities include but are not limited to:
Strategic & Operational Leadership:
Leads and oversees all special collections activities, including mortgage, auto, credit card, and personal loan portfolios.
Identifies and communicates the actions needed to implement the functional strategy within collections across multiple business units, ensuring consistency and best practices.
Drives transformational change initiatives to modernize and optimize collection processes using advanced analytics and technology.
Recommends business priorities and develops a roadmap for strategic execution, aligning with company financial goals.
Performs people management activities such as coaching, goal setting, career planning, and workforce management.
Default & Arrears Management:
Manages the policies and procedures that exist across the entire collections lifecycle, from early to late-stage accounts.
Guides, coordinates, and controls complex collection activities, including legal enforcement and insolvency management.
Manages forbearance agreements for clients in default.
Oversees the following specific functions: Mortgage Collections, Mortgage Legal Enforcement, Condo Arrears, and Oversight of Unsecured Collections (Credit Card, Retail Card).
Risk & Compliance:
Serves as a primary subject matter expert for all regulatory requirements impacting collections across various lending products, ensuring enterprise-wide adherence.
Continuously reviews risk controls and assists in crafting company policies to ensure proper controls.
Responsible for managing highly specialized areas, including AML audit review processes and Commercial Security Enforcement.
Reporting & Analysis:
Creates and monitors Key Performance Indicators (KPIs) through regular reporting to improve performance.
Leverages advanced analytics and data insights to identify emerging default trends, market shifts, and portfolio risks across all product lines.
Presents performance updates to senior management to track strategy performance against targets.
Relationship Management & Collaboration:
Acts as a central liaison and strategic partner to various internal business units (e.g., Retail Banking, Wealth Management, Auto Finance) to standardize best practices.
Manages relationships with external partners such as law firms, property managers, realtors, and third-party vendors.
Serves as an External Ombudsman point and manages relationships with third-party vendors and organizations (e.g., Genworth & CMHC).
Handles all escalated customer complaints.
So are YOU our next Senior Manager, Special Collections Enterprise Operations? You are if you...
Have 10+ years of relevant experience in a senior leadership role within diverse credit and collections environments.
Are a seasoned professional with a combination of education, experience, and industry knowledge.
Have experience in legal enforcement within the following jurisdictions: ON, BC, AB, SK, MB, QC, NWT, PEI, NU, NS, NB.
Have experience in highly specialized areas such as insolvency management, shortfall judgment enforcement, and commercial security enforcement.
Have knowledge of Credit Qualifications and associated credit knowledge and skills.
Have knowledge of federal, provincial, and local laws pertaining to Consumer Collections (secured and unsecured).
Have knowledge of banking products and services, as well as competitive market trends.
Have In-depth/Expert proficiency in negotiation, verbal & written communication, analytical and problem-solving, influence, collaboration, and data-driven decision-making.
Have the ability to manage ambiguity.
Additional kudos if you...
Have experience in UAT testing and using the Salesforce operating system.
Additional Information...
Please note this role will be required to be in office 3 days a week
Sounds like you? Click below to apply!
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Skills Required