Manager, Collections

Hyundai Capital; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

Hyundai Capital Canada is seeking a Manager, Collections to lead the collections team, drive debt recovery, and maintain strong customer relationships. The role focuses on coaching, monitoring KPIs, and optimizing collection strategies to maximize performance and ensure policy adherence.

The position requires a minimum of 5 years in collections management, experience in a contact centre, and a track record of developing teams while meeting corporate goals.

Qualifications

• 5 years of collections management experience in any product (secured/unsecured).
• Experience in a contact centre and understanding drivers of Collection KPIs.
• Demonstrated ability to lead, coach, and develop a collections team.

Responsibilities

• Monitor calls for coaching and skill development.
• Conduct bi-weekly 1:1 meetings to review performance.
• Ensure adherence to policies and procedures; manage shifts and vacation.
• Lead weekly huddles and monthly business reporting.
• Collaborate with IT and other teams to implement changes and improvements.

Skills

People leadership

KPI management

Emotional intelligence

Conflict resolution

Training & mentoring

Education

High school diploma

Trained in collections techniques

Trained in dialer systems and collections

Tools

Dialer systems

Collections system

Job description

Job Description - Manager, Collections (260000SP)

Job Description

Manager, Collections - ( 260000SP )

Description

Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our employee programs to the unique design of our offices, we strive to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud of their company, and deeply invested in HCCA’s success.

Global One Company: Many countries. One identity. Hyundai Capital has offices around the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments follow consistent themes that represent our global values: simplicity, collaboration, symmetry, and elements of nature.

Position Details: The Collections Manager oversees the collections team to ensure effective debt recovery and strong customer relationships, guiding associates in developing phone-based negotiation and collections skills while monitoring key performance metrics like average handling time and promises to pay. Call monitoring is a vital tool for assessing and improving individual and team performance through targeted coaching. This role also leads collections projects and specialty activities, ensuring alignment with company goals. By optimizing processes, implementing efficient strategies, and driving improvements, the manager maximizes collections performance while fostering team development and operational excellence.

Duties & Responsibilities:

• Constant call monitoring of collection calls in order to develop skills to succeed (collection techniques, negotiation, emotional intelligence, etc.)
• Bi-weekly 1:1 meetings to confirm employee engagement as well as to review performance
• Make certain that associates adhere to all approved policies and procedures
• Schedules management (shift definition, vacation approval, illness, etc.) as well as shift adherence
• Performance measurement and analysis both as a team and individually
• Implementation of the approved collection strategy (calls, emails, SMS)
• Management and implementation of dialer campaigns, including lists creation and assignment, all based on the overall collection strategy
• Coordinate the management of the predictive dialer (open/close groups, assign lists, etc.)
• Create a weekly collection approach based on current performance standings
• Efficient and timely management of complaints and escalations
• Lead 15-min weekly huddles to ensure adherence to procedures and understand in detail the behaviour of customers in delinquency
• Monthly Business Reporting execution
• Attend to system issues and elevate as appropriate
• Collaborate with other teams, contribute to corporate goals and increase customer satisfaction
• Lead the design of business requirement documents and ensure their accuracy
• Coordinate the design of test cases and lead the execution of UAT testing
• Follow up on open items with IT
• Lead the PROD deployment from an Operations perspective
• Ensure all collections procedures are aligned with policy and propose applicable changes as required
• Execute all applicable contingency plans as required
• Own the Collections policy and ensure it is regularly updated as well as enforced by all corresponding parties

Qualifications

Work Experience:

• 5 years of collections management experience on any product (secured / unsecured)
• Has worked in a contact centre environment and understands the underlying drivers of all Collection KPIs

Education & Certification:

• High school degree (must)
• Trained in collections and negotiation techniques
• Trained in dialer systems and collections system

Knowledge, Skills & Abilities:

• Understands the generalities of auto lease agreements and conditional sales contracts
• Is a subject matter expert in collections operations
• Leads without the need to micromanage and empowers team members to perform at their highest level of efficiency
• Is able to transfer knowledge in an easy and effective way, allowing team members to understand what is expected from them and how they can continue growing
• Has the ability to teach and transmit how to balance the need to obtain payment when talking to a customer while minimizing the duration of the call
• Is able to prioritize responsibilities in order to manage all important tasks in an efficient way which prevents them from becoming urgent
• Requires little supervision to execute all responsibilities in order to deliver on time and with the required level of detail and accuracy
• Has the ability to build bridges across the different teams in the company, paving the way for a two-way collaboration
• Works hard to understand and develop the highest possible level of emotional intelligence, being able to keep emotions aside and focus on the tasks/issues at hand
• Is able to manage conflict and build strong relationships with all team members alike

[Location Update] Effective June 2027, Hyundai Capital Canada’s head office will be relocated from downtown Toronto to the Airport Corporate Centre in Mississauga.

Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

This posting is for an active, existing vacancy. Hyundai Capital Canada is currently hiring for this role and applications are being reviewed as part of a live recruitment process.

Primary Location

Work Locations

CAN - Toronto 123 Front Street West, 10th Floor 10th Floor Toronto M5J 2M3