Title: VP, Customer Accounts Position Summary

As a member of the senior leadership team, the Vice President, Customer Accounts helps set strategy, define priorities, and shape the culture of IAAF. The role provides enterprise leadership for the customer lifecycle, guiding Directors and their teams across collections strategy, account management, customer experience, and portfolio performance. This role ensures the organization maximizes recoveries, minimizes losses, and delivers a fair, compliant, and customer-centric approach aligned with the company’s risk appetite and brand values. .

Key Responsibilities:

1.

Collections

Strategy & Portfolio Performance Lead the design and execution of collections strategies across all delinquency stages (early, mid, late-stage, charge-off, recoveries). Optimize roll rates, cure rates, and loss performance across the portfolio. Develop collection segmentation strategies (e.g., risk tiers, behavioral scoring, affordability indicators).

Oversee third-party agency strategy, performance, and governance. Establish forward-looking actions based on macroeconomic trends, used vehicle values, and customer affordability pressures. 2.

Customer Account Management

Oversee teams responsible for account servicing, payment programs, hardship solutions, and customer inquiries. Drive customer retention and rehabilitation, including restructuring and payment plans. Balance collections effectiveness with high-quality customer experience and brand reputation. Lead training and capability development across the Customer Accounts function

- Data, Analytics & Technology Leverage analytics to continuously improve contact strategies, treatment paths,



and payment outcomes. Partner with Risk, Data, and IT teams to enhance scoring models and collections platforms. Lead adoption of digital collections tools, AI-driven outreach, and self-service capabilities. Enhance monitoring and reporting of KPIs 4. Compliance & Governance Ensure all collections and servicing activities comply with regulatory requirements, consumer protection laws, and internal policies, including the Complaint process. Promote a fair treatment of customers framework, particularly for vulnerable customers. Maintain solid audit controls, documentation, and oversight of internal and external teams. Act as a key liaison with Legal, Compliance, and Risk functions. Act as a key member of the Incident Management Operational Committee, managing crisis management responses and ensuring robust business continuity practices 5. Leadership, Talent & Enterprise Collaboration Set strategic direction in partnership with senior leadership and translate priorities into clear direction for Directors and their teams. Lead, coach, and develop a multi-level organization, fostering a performance-driven, accountable, and customer-focused culture. Drive employee engagement, retention,



and succession planning while leading change management initiatives tied to transformation efforts (e.g., systems, process redesign). Partner cross-functionally with Risk & Credit, Sales & Originations, Finance, and Product & Strategy to ensure alignment on policy, portfolio performance, forecasting, and innovation. Provide actionable insights to Executive Leadership on portfolio health, trends, and emerging risks to inform enterprise decision-making.

Qualifications and Experience

10–15+ years of experience in non-prime auto finance collections and servicing.

Proven track record managing large portfolios and leading high-performing teams.

Strong understanding of

- Collections lifecycle and strategies
- Non-prime lending dynamics - Regulatory frameworks and compliance requirements

Demonstrated ability to balance risk management and customer experience.

Experience leading transformation initiatives (process, technology, or operating model).

Strong analytical and data-driven decision-making skills

Bachelor’s degree required; MBA or equivalent is an asset

Bilingual English and French considered an asset

Leadership Profile

Customer-centric and collaborative leadership style Strategic thinker with strong execution discipline Decisive, with sound judgment in complex situations High integrity and strong governance mindset Influential communicator, effective at all levels Success Measures

Engagement and performance of the collection’s organization Management of delinquency and net credit losses Optimization of recovery and cure rates Enhanced customer satisfaction and complaint reduction Strong regulatory compliance and audit outcomes

📌 VP Customer Accounts (Oakville)
🏢 iA Auto Finance
📍 Oakville