National Customer Service & Collections Manager

AB Volvo; Aurora; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading automotive company is seeking a National Customer Service & Collections Manager in Aurora, Ontario. This role involves leading teams to enhance customer experiences and managing portfolio performance across various jurisdictions. The ideal candidate will have extensive experience in financial services, excellent leadership skills, and a bachelor's degree. Competitive salary and strong benefits are provided. This is an on-site position, transitioning operations to Mississauga by 2027.

Benefits

Competitive salaries

Comprehensive health and dental coverage

Access to Employee Assistance Program

Tuition reimbursement

Generous vacation policy

Qualifications

• 7+ years of experience in financial services, preferably within transportation.
• Experience in a captive finance or similar environment.
• Proven ability to motivate and lead a team.

Responsibilities

• Lead the national Customer Service and Collections teams.
• Manage portfolio performance and customer interactions.
• Ensure compliance with regulatory requirements.

Skills

Customer service

Leadership

Analytical skills

Bilingual English/French

Education

Bachelor’s degree in business or a related field

Tools

Salesforce

Job description

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National Customer Service & Collections Manager

Location: Aurora, ON, CA, L4G 1J5

Position Type: Professional

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future? If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Our next chapter is in Mississauga.

In 2026, we will be transitioning our operations to Mississauga, with the team fully based there by January 2027. This is an on-site role and offers the opportunity to be part of that transition, with work taking place across both locations during 2026 based on business needs.

Flexibility during this period provides early exposure, strong visibility, and a chance to help shape how we operate in our new location.

This role leads our national Customer Service, Collections, Asset Management, Remarketing, and Deficiency functions. You will own portfolio performance, navigate complex customer situations, and build a high-performing team, balancing strong risk discipline with an exceptional, customer-first experience.

Reporting directly to the Director Operations, in a national role supporting a bilingual customer base, you will work closely with customers, dealers, vendors, and brand partners to deliver consistent, fair, and compliant outcomes across multiple jurisdictions.

What You Will Do

Lead and develop teams across:

• Customer Service: oversee timely, accurate, and thoughtful responses to customer inquiries, ensuring a consistently strong customer experience, while driving digital enhancements.
  • Collections & Asset Management: manage receivables, restructures, recoveries, and bankruptcy matters.
  • Account Modifications: assess risk, evaluate options, and recommend optimal outcomes.
  • Remarketingb> oversee the sale of repossessed and lease-end assets and manage loss exposure.
  • Insurance Compliance: monitor coverage, manage exposure, and remediate at-risk accounts.
  • Deficiency Management: evaluate write-offs and recovery strategies
• Champion a customer-first mindset, ensuring every interaction balances sound risk management with fair, transparent, and respectful outcomes.
• Partner closely with vendors and brand partners to ensure service quality, regulatory compliance, and alignment with portfolio and customer objectives.
• Ensure compliance with VFS policies, procedures, and regulatory requirements across all applicable jurisdictions.
• Monitor and report on portfolio performance, including collections, modifications, inventory aging, deficiencies, litigation, and workout strategies.
• Maintain service levels for syndicated portfolios in line with partner agreements.
• Coach, develop, and retain talent; identify capability gaps and build succession.
• Collaborate cross-functionally and support broader operational initiatives as business needs evolve.

What You Bring

• Bachelor’s degree in business or a related field, or equivalent experience.
• 7+ years of experience in financial services, preferably within transportation or construction equipment.
• Experience in a captive finance or similar environment.
• Comfort working across multiple regulatory frameworks.
• Strong experience using Salesforce and leveraging data for decision-making.
• Familiarity with agile or project-based work environments.
• Proven ability to motivate and provide leadership and direction.
• Excellent communication skills with customers, dealers, vendors, and brand partners.
• Advanced analytical and data interpretation capabilities.
• Ability to prioritize and perform in a fast-paced, accountable environment.
• Collaborative, trusted leader who works effectively across teams.
• Bilingual (English/French) capability is a strong asset and highly valued.
• Clearly communicates strategy and inspires execution.
• Delivers results while navigating complexity and change.
• Leads with integrity, trust, and transparency.
• Demonstrates managerial courage and progressive mindset.
• Invests in people through coaching, feedback, and stretch opportunities.
• Promotes fairness, inclusion, and consistent performance management.

What You Can Expect From Volvo

Join us and enjoy a rewarding experience—our team benefits from competitive salaries, comprehensive health and dental coverage, a Group RRSP to help you plan for the future, and access to our Employee Assistance Program for extra support when you need it. We encourage your growth through courses at Volvo Group University or with tuition reimbursement and ensure you have plenty of time to recharge with our generous vacation policy. You’ll also find a welcoming, inclusive environment where everyone is invited to participate in meaningful community initiatives and truly feel at home.

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers’ evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Gothenburg, Sweden, and serves Volvo Group customers and dealers in more than 50 markets.

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead, we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.