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 recruitingInterview potential candidatesPropose changes of staffing levels to senior managementPropose incentive programs to senior managementIdentify training needs by completing and reviewing QA auditsProvide training and coaching geared to improving performance and audit resultsCreate and maintain department training materialManage vacation schedules to minimize impacts to productivityClosely manage a team of Debt Counsellors and Collections Supervisors to ensure KPIs related to compliance, outbound and inbound metrics, and recovery targets are realizedCommunicate and document impactful changes in terms of processes, internal TCR policies and/or client directives to team members and ensure full and successful implementationEnsure 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 auditsAssign and clearly communicate goals and standardsProvide constructive feedback to Supervisors and Debt Counsellors.



Implement Performance Improvement Programs and Corrective Disciplinary action when necessaryChampion our client's brand by ensuring professionalism on all interactions and communicationMentorship of personnel to develop future management candidatesOther duties as assignedMinimum of 2 years of relevant collection supervisory experience preferred with solid knowledge of credit and collection proceduresDemonstrated history of successful realization of targets (proof may be requested)Able to work full-time hours with a adaptable scheduleAble to work remotely and on-site and occasionally attend local offsite client meetingsAble to solve problems effectively and creativelyExcellent analytical, communication and negotiation skillsHigh level of professionalism, tact, and empathyAbility to manage competing priorities and deadlinesAble to maintain an objective/non-judgmental position even when talking with clients about emotional/difficult situationsAdherence 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 capacityGood working knowledge of MS Office softwareExcellent leader and mentor with a high level of integrity and ethicsMust be detailed-oriented and diligent with strong interpersonal skillsAdept at problem solving and asking probing questionsAbility to work in a high pace environmentAbility to achieve performance targets

📌 Collection Manager 100% Remote (Laval)
🏢 Total Credit Recovery
📍 Laval