A Canadian-owned, nationally licensed collection agency is seeking an experienced and results-oriented Director of Collections to oversee and lead its third-party collections operations. The successful candidate will have extensive experience managing bank portfolios, client relationships, collection teams, compliance, and operational performance within a Canadian third-party collection agency environment.

Key Responsibilities

- To oversee a major Canadian bank(s) portfolio
- Client-facing responsibilities, including relationship management, client meetings, audits, and proposal development, as well as talent hiring.
- Oversee the day-to-day operations of the third-party collections department, ensuring performance, productivity, and service-level expectations are consistently achieved.
- Manage and maintain strong, professional relationships with bank clients and other key stakeholders.
- Conduct regular client meetings, including weekly and monthly performance reviews, calibrations, and operational updates.

- Lead call calibrations and quality initiatives while identifying opportunities to improve collection performance and client satisfaction.
- Develop and maintain an effective third-party collection network, including hands-on involvement in recruitment, hiring, onboarding, and team development.
- Monitor and analyze key performance indicators (KPIs), identify performance gaps, and implement timely solutions and corrective action plans.

- Provide ongoing coaching, leadership, and professional development to collection management and frontline teams.
- Develop and execute operational work plans based on client requirements, portfolio listings, inventory levels, and performance objectives.




- Assist with budget planning and resource allocation based on client volumes, portfolio requirements, and operational needs.

- Maintain current knowledge of applicable provincial and federal legislation governing collection agency operations and ensure compliance across all activities.
- Oversee the effective use and management of collection technology, including dialer systems, email campaigns, and SMS communications.
- Ensure company policies, procedures, compliance standards, and operational controls are consistently followed.

- Ensure all client-specific directives and requirements are properly implemented and maintained.
- Work closely with call auditors, department heads, management, and subject-matter experts to maintain quality and operational excellence.
- Lead by example and foster a professional, accountable, collaborative, and performance-driven workplace culture.

Qualifications & Experience

- 10+ years of bank portfolio management experience within a Canadian third-party collection agency.
- 10+ years of experience working with bank clients in a third-party collection’s environment.

- 10+ years of third-party collection agency management experience.
- Proven experience in direct client-facing account and relationship management.
- Demonstrated experience with recruiting, hiring, developing,



and managing third-party collection teams.

- Strong understanding of collection KPIs, performance reporting, quality assurance, and operational analytics.
- Hands-on experience managing collection dialers, email, and SMS platforms.
- Current knowledge of applicable provincial and federal collection legislation and regulatory requirements.

- Strong leadership, communication, coaching, problem-solving, and organizational skills.
- Ability to manage competing priorities, meet deadlines, and operate effectively in a fast-paced environment.
- Reliable, confident, committed, and professional, with a positive attitude and a strong ability to lead by example.

Work Schedule & Location

- This is an on-site position in Scarborough, Ontario.
- Candidates must be able to reliably commute to Scarborough, ON M1B 5P8, or relocate prior to starting.

- Availability to work one mandatory late-night shift and one weekend shift per month is required.

Compensation & Benefits We offer a competitive compensation package based on experience, including:

- Competitive salary
- Monthly Bonus
- Management insurance perks
- On-site parking
- Casual dress

Job Type: Full-time Pay: From $70,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- On-site parking

Flexible language requirement:
- French not required

Ability to commute/relocate:
- Scarborough, ON M1B 5P8: reliably commute or plan to relocate before starting work (required)

Experience:
- Bank Client: 10 years (required)
- 3rd Party Collection Agency: 10 years (required)
- 3rd Party Collection Agency Management: 10 years (required)

Work Location: In person

📌 Director of Collections (Scarborough)
🏢 Common Collection Agency
📍 Scarborough