Collections Manager

CanCap Management Inc.; Mississauga; On-site; CAD 85,000 - 110,000; Full time

Job summary

CanCap Group in Canada seeks a Collections Manager to lead daily collections execution across a national B2C auto finance portfolio, from early delinquency to pre-charge-off.

The role emphasizes coaching, data-driven decisions, and compliance in a high-volume contact centre, with a focus on cure rates, collector effectiveness, and customer-centric practices.

Ideal candidates have 5+ years in Canadian collections and 2–3 years of people leadership, and must be bilingual in English and French.

Qualifications

• 5+ years of progressive collections experience in Canadian financial services; direct B2C portfolio management.
• 2–3+ years of people leadership experience in a high-volume contact-centre or collections environment.
• Fully bilingual in English and French with professional communication.
• Strong knowledge of Canadian collections practices, privacy, and consumer protection requirements.
• Experience with loan management systems, collection platforms, dialers, QA scorecards, and dashboards.

Responsibilities

• Lead, coach, and develop collections agents through daily floor support and performance feedback.
• Manage daily collections operations across delinquency stages, including staffing, queue coverage, and workflows.
• Monitor portfolio and agent performance using dashboards and KPIs such as cure rates, rolls, and contact rates.
• Translate performance insights into coaching, queue adjustments, and campaign refinements for leadership.
• Execute collections strategies for early- and mid-stage delinquency, including hardship handling and repossession referrals where appropriate.
• Ensure compliance with policies, scripts, privacy expectations, and consumer protection requirements.
• Collaborate with QA, HR, IT, Risk, Compliance, and other functions to resolve issues and drive continuous improvement.

Skills

Collections leadership

Bilingual English/French

Analytical skills

Coaching

Communication

Education

Post-secondary degree in business/finance/operations

Relevant degree or equivalent experience

Tools

Loan management systems

Collection platforms

Dialers

QA scorecards

Call recording tools

Dashboards

Microsoft Office

Job description

Salary Range: $85,000.00 To $110,000.00 Annually

The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through contract administration, customer service, default management and post charge-off recoveries.

We are a company of innovators. We learn from each other, respect each other, and create together. When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing”. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

Position Overview

The Collections Manager leads daily collections execution, team performance, and agent development for a national Canadian B2C (business-to-consumer) auto finance portfolio, covering early delinquency through pre-charge-off. This role is accountable for improving cure rates, reducing roll rates, increasing right-party contacts, strengthening collector effectiveness, and ensuring all activity is professional, compliant, and customer-focused. This is a hands-on, floor-facing leadership role requiring strong coaching discipline, operational urgency, data-driven decision making, and sound judgment in a high-volume contact centre environment.

Key Responsibilities

• Lead, coach, and develop collections agents through daily floor support, call observation, side-by-side coaching, performance feedback, onboarding, and documented development plans.
• Manage daily collections operations across assigned delinquency stages, including queue coverage, staffing priorities, contact strategy, escalation handling, account follow-up, and adherence to approved workflows.
• Monitor portfolio and agent performance using collection system data, dialer results, QA findings, dashboards, and key KPIs such as contact rates, promises to pay, kept promises, cures, rolls, payment conversion, productivity, and complaint trends.
• Translate performance insights into practical coaching, queue adjustments, campaign refinements, process improvements, and clear action plans for senior leadership.
• Execute and refine collections strategies for early- and mid-stage delinquency, including segmentation, call cadence, payment arrangements, hardship handling, escalation review, and repossession or specialized handling referrals where appropriate.
• Ensure compliance with company policies, approved scripts, documentation standards, privacy expectations, complaint handling procedures, and applicable Canadian consumer protection requirements.
• Partner with QA, HR, IT, Risk, Compliance, Customer Service, Payment Processing, Finance, Legal, Workforce Management, and asset recovery partners to resolve issues and support continuous improvement.

Required Qualifications

• 5+ years of progressive collections experience in Canadian financial services, including direct B2C collections portfolio management.
• 2–3+ years of people leadership experience in a high-volume contact-centre or collections environment.
• Fully bilingual in English and French, with the ability to coach employees, manage escalations, and communicate professionally in both languages.
• Strong knowledge of Canadian collections practices, customer contact standards, privacy expectations, documentation requirements, complaint handling, and provincial consumer protection considerations.
• Experience using loan management systems, collection platforms, dialers, QA scorecards, call recording tools, dashboards, and Microsoft Office to manage performance and coach teams.
• Strong analytical, communication, problem-solving, coaching, and performance management skills, with the ability to lead through pressure while maintaining compliance and professionalism.
• Post-secondary education in business, finance, operations, or a related field is preferred; equivalent experience may be considered.

Preferred Qualifications

• Auto finance, sub-prime or non-prime lending, vehicle-secured lending, repossession referral, skip investigation, insurance-related account issues, or asset recovery experience.
• Experience with workforce planning, dialer campaign management, queue segmentation, productivity forecasting, audit support, compliance reviews, customer complaint investigations, or process improvement initiatives.

Diversity & Inclusion

The CanCap Group and its subsidiaries are equal opportunity employers and value diversity in backgrounds, perspectives, and skills. We thank all applicants for their interest — only those selected for next steps will be contacted.

Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.