The Manager, Collections & Recoveries will lead the development, implementation and ongoing management of the collections and recovery operations.

Working closely with the company’s clients, internal departments, technology partners and third-party service providers, the Manager will establish effective policies, procedures, workflows, controls and reporting. Collection strategies, delegated authorities, escalation requirements, performance measures and vendor arrangements will be developed and managed in alignment with each client's requirements.

The Manager will lead the internal Collections team, with primary responsibility for delinquent retail automotive lease accounts less than 120 days past due. The role will also oversee accounts referred to third-party collection agencies, skip-tracing providers, bailiffs, repossession agents, legal counsel and other recovery-service providers, both before and after 120 days when appropriate.

This is a hands‑on leadership role requiring solid automotive‑finance collections experience, sound judgment and the ability to build effective operations in a regulated, customer‑focused environment.

Key Responsibilities

Program Development and Implementation

- Collaborate with clients and internal stakeholders to design, implement and maintain portfolio‑specific collections and recoveries processes.
- Develop policies, procedures, process maps, authority limits, escalation protocols and operational controls.
- Translate approved collection strategies into account segmentation, work queues, contact strategies, correspondence, system controls and reporting.
- Establish procedures for payment arrangements, returned payments, customer hardship, disputes, complaints, settlements, voluntary surrenders,



repossessions, bankruptcies, deceased customers, abandoned vehicles, suspected fraud, unauthorized exports and other material risks.
- Participate in system design, configuration, data validation, user-acceptance testing, implementation planning and operational-readiness activities.
- Maintain complete, current and auditable process documentation and continually improve processes based on client requirements, regulatory developments, portfolio results and industry best practices.

Collections and Recoveries Operations

- Manage day-to-day collection activity for assigned retail automotive lease accounts, primarily those less than 120 days past due.
- Implement risk-based collection strategies designed to cure delinquency, minimize losses and ensure professional and fair customer treatment.
- Monitor delinquency queues and prioritize accounts based on days past due, account history, customer circumstances, vehicle exposure and other risk factors.
- Review complex or higher-risk accounts and determine or recommend appropriate collection, escalation or recovery action within established authorities.
- Approve or recommend payment arrangements, settlements, voluntary surrenders, repossessions and other account resolutions.
- Manage significant customer escalations, complaints and sensitive account circumstances.




- Ensure accounts are referred promptly and accurately for third-party collections, skip tracing, legal action or repossession when required.
- Escalate circumstances that may require recovery action before 120 days, including suspected fraud, unauthorized export, abandonment, insurance default or other material risks.
- Coordinate the handoff of recovered vehicles to the appropriate storage, inspection, remarketing or disposition process.

Client and Vendor Management

- Maintain strong working relationships with client and internal operational, financial, legal, compliance and technology stakeholders.
- Collaborate with clients to establish collection strategies, service standards, delegated authorities, escalation requirements and performance measures.
- Provide timely reporting and recommendations concerning delinquency, account outcomes, emerging risks and operational performance, and participate in regular client governance and portfolio-performance meetings.
- In collaboration with clients, establish and manage relationships with collection agencies, skip tracers, bailiffs, repossession agents, legal counsel and other recovery providers.
- Support vendor selection, due diligence, contracting, onboarding and performance reviews.
- Establish and monitor assignment rules, service levels, reporting requirements, fee controls and compliance expectations.
- Review vendor recommendations, expenses and performance, escalating deficiencies and implementing corrective actions where required.
- Confirm that vendors maintain appropriate licences, insurance, security practices and regulatory compliance.
- Recruit, onboard, train and lead a h

📌 Manager, Collections and Recoveries (Toronto)
🏢 Candido Consulting Group
📍 Toronto