Manager, Collections Operations

Tangerine Bank; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a leading Canadian digital bank that values innovation and teamwork. As part of the Collections Department, you'll lead a dynamic team focused on maximizing recoveries and minimizing losses in a challenging yet rewarding environment. This role offers an opportunity to make a significant impact on the credit portfolio while ensuring compliance with regulations. You'll work closely with various departments and external partners to implement effective strategies and provide best-in-class service. Embrace the chance to grow your career in a company that celebrates diversity and empowers its employees to thrive.

Benefits

Access to online and in-person courses

Flexible workspace

Diverse and inclusive team

Support for career growth

Pension and benefits programs

Qualifications

• 5+ years of operational recovery management experience in mortgages and unsecured products.
• Strong understanding of collections practices and regulatory requirements.

Responsibilities

• Lead the Collections team and oversee all secure and unsecured default accounts.
• Manage portfolio delinquencies and maximize recoveries across all products.

Skills

Operational Recovery Management

Collections Practices

Regulatory Compliance

Communication Skills

Negotiation Skills

Organizational Skills

Interpersonal Skills

Education

University or College Degree

Job description

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Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

About the Role

The Collections Department is responsible for maximizing recoveries and minimizing losses in Tangerine’s credit portfolio. This involves analyzing delinquency trends, monitoring client activity, and implementing precautionary measures to mitigate risk – while ensuring compliance with regulations, credit policies, and procedures.

What you will be doing:

Reporting directly to the Senior Manager, Collection Operations, you will lead the Collections team and oversee all secure and unsecured default accounts. With a focus on quality and efficiency, you will ensure timely resolutions, manage portfolio delinquencies, and maximize recoveries across all products to reduce risk and loss exposure. Your role will involve conducting ongoing analysis and reporting on market and economic trends, irregular activity, and portfolio exposures, maintaining regular communication with the Fraud and Security Department to address potential risks, and collaborating with external vendors to effectively manage post-charge-off recoveries.

Is this role right for you? In this role, you will:

• Managing delinquencies across Secured Lending (Mortgages & HELOCs), Unsecured Lending Products (Lines of Credit, Loans, Overdrafts), Negative Balances, and Credit Cards
• Providing the Collections team with the necessary tools and direction to achieve Best-in-Class service and collection success
• Leading, coaching, and developing teams with energy and passion for the business
• Conducting performance assessments, including quality assurance
• Approving settlements and payment proposals in adherence to Limits of Authority
• Collaborating with internal and external partners to mitigate losses
• Authorizing legal and remedial actions nationwide with provincial legislative knowledge
• Ensure oversight of monthly collection report completion and data analysis, including write offs.
• Ensure delinquency reports are monitored regularly to mitigate losses, and concerns are escalated.
• Managing escalations, assisting the Client Resolution Group (CRG) with Ombudsman complaints related to delinquencies
• Representing Collections in key projects and initiatives
• Overseeing compliance with the Regulatory Compliance Framework, including AML/ATF Sanctions Policy and related policies, procedures, and control
• Conducting yearly reviews, including Audits, Compliance checks, and internal Collections Policy reviews

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• A university or college degree
• 5+ years of operational recovery management experience in mortgages and unsecured products
• A strong understanding of collections practices, regulatory requirements, and risk impact
• Comprehensive knowledge of Tangerine products, services, policies, and procedures
• Professional proficiency across all aspects of collections and risk management
• A thorough understanding of regulatory compliance, including Privacy, AML/ATF, and Know Your Customer (KYC) requirements
• Exceptional communication and negotiation skills to – manage inquiries, escalations, and customer complaints
• Excellent organizational skills in a fast-paced environment – ability to prioritize tasks, meet deadlines, and adapt to shifting priorities
• Strong presentation and interpersonal skills to provide policy guidance and procedural advice

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.