Collection Strategic Operations Lead

Community Trust Company; Canada; Hybrid; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Comprehensive benefits

Hybrid work environment

Bonus program

Job summary

Questrade Financial Group in Canada seeks a Collection Strategic Operations Lead to drive dialer strategy and optimize outbound/inbound campaigns. You will bridge collections strategy with technical operations and support cross-functional teams in a hybrid environment.

The role emphasizes data‑driven decision making, production support, incident management, and strong leadership. Candidates should have 5+ years in collections/analytics and 3+ years with dialer platforms in regulated settings.

Qualifications

• 5+ years of experience in collections contact center operations or analytics.
• 3+ years experience working with dialer platforms in a regulated environment.
• Strong understanding of collections workflows, segmentation, and customer treatment strategies.
• Experience supporting production systems in a Tech Ops / Prod Ops capacity.
• Knowledge of compliance requirements impacting dialing.
• Experience with incident management frameworks and leadership.

Responsibilities

• Develop, implement, and continuously test dialing rules to optimize contact rates.
• Monitor and adjust dialer settings in real-time to maximize agent availability.
• Identify and implement operational enhancements to streamline dialing workflows.
• Deploy digital outreach channels (SMS, new tech) for cohesive customer contact strategies.
• Provide real-time and historical analytics to identify trends and opportunities.
• Translate business requirements into technical specifications and change requests.

Skills

Dialer optimization

Analytics

Regulatory compliance

Stakeholder management

Leadership

Tools

SQL

Dialer platforms

Reporting tools

Job description

North American Centre, 5700 Yonge St, North York, ON M2N 5M9, Canada

Job Description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting‑edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human‑centric collaboration with AI‑driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

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

This job posting is for an existing vacancy.

We're looking for our next Collection Strategic Operations Lead. Could It Be You?

The Enterprise Collections Operational Lead/ Dialer Manager is responsible for the strategy, configuration, and day-to-day optimization of outbound and inbound dialer platforms primarily supporting Collections Operations as well as acting as a Dialer System SME for enterprise teams. They are responsible for monitoring and adjusting the dialer system in real-time to maximize agent utilization and ensure that service level agreements (SLAs) are met.

Additionally, they will be responsible for ensuring the dialer software is used efficiently to maximize productivity, while maintaining compliance with applicable regulations. This is a highly analytical role where all strategic decisions—from campaign pacing to customer segmentation are driven by data. The position blends business ownership of the dialer with hands‑on technical operations and production support, acting as the primary bridge between collections strategy to support customer outreaches, operations, and technology teams

In this role, responsibilities include but are not limited to:

Campaign Strategy & Execution: Develop, implement, and continuously test dialing rules, including pacing, time‑of‑day logic, and retry strategies to optimize contact rates

Intraday Performance Management: Monitor and adjust dialer settings in real‑time to maximize agent availability, minimize downtime, and react to live abandonment rates or volume fluctuations

Process Improvement: Identify and implement operational enhancements to streamline dialing workflows and improve overall recovery results

Manage the strategic deployment of digital outreach channels, including SMS and emerging communication technologies, to ensure a cohesive and modern customer contact strategy

Analytical Leadership & Data-Driven Insights

Performance Analytics: Analyze real‑time and historical contact center metrics to identify trends, patterns, and opportunities for call volume optimization

Strategic Reporting: Interpret campaign results regarding contact success and provide clear, data-backed insights and recommendations to senior leadership

Cross-Functional Alignment: Partner with Operations to align dialing volumes with staffing levels, shrinkage, and intraday adjustments

Technical Oversight & Support

Production Support & Incident Management: Provide dialer troubleshooting, participate in incident management (RCA), and lead UAT/regression testing for system changes

Vendor & Documentation Management: Liaise with dialer vendors for troubleshooting and patching while maintaining SOPs, playbooks, and escalation paths

Technical Translation: Act as the primary bridge by translating collections business requirements into technical specifications and change requests

• Regulatory Adherence: Ensure 100% compliance with applicable national/local regulations and internal call plans and schedules

So are YOU our next Collection Strategic Operations Lead? You are if you…

• Have 5+ years of experience in collections contact center operations or analytics
• Have 3+ years experience working with dialer platforms in a regulated environment
• Have strong understanding of collections workflows, segmentation, and customer treatment strategies
• Have experience supporting production systems in a Tech Ops / Prod Ops capacity
• Have solid knowledge of compliance requirements impacting dialing
• Have strong analytical, problem-solving, and stakeholder management skills

Have experience in the financial services industry

Have experience in financial services, banking, or fintech

Have exposure to SQL, reporting tools, or dialer analytics platforms

Have experience with incident management frameworks

Have prior leadership or people-management experience

• Must be available to provide evening and/or weekend support

Compensation Information:

Base salary range: $70,000-$80,000

The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

North American Centre, 5700 Yonge St, North York, ON M2N 5M9, Canada