Senior Manager, Recovery Operations

goeasy Ltd.; Mississauga; Hybrid; CAD 92,000 - 138,000; Full time

Benefits offered by this job

RRSP matching

Employee Share Purchase Plan

Annual bonus

Employee discounts

MAT & PAT leave

Financial Literacy Learning

Job summary

goeasy is seeking a highly motivated Senior Manager, Recovery Operations to lead a national unsecured recovery program and a network of external partners. You will drive strategy, governance, and performance to maximize recoveries while ensuring customer outcomes.

You will manage a small internal team and coordinate with Compliance, Legal, Risk, and Operations to meet regulatory requirements and company standards. The role offers a flexible hybrid work arrangement from Mississauga.

Qualifications

• 5+ years of progressive leadership experience within collections, recoveries, legal collections, agency management, or financial services operations.
• Strong analytical and reporting capabilities with experience interpreting operational performance data.
• Exceptional communication, stakeholder management, and negotiation skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Knowledge of Canadian collections legislation, litigation processes, and recovery practices.

Responsibilities

• Lead the vision, strategy, and daily operations of goeasy's National Unsecured Recovery Program.
• Develop and execute recovery strategies across internal and external channels to maximize net recoveries and customer outcomes.
• Drive continuous improvement to enhance operational effectiveness, productivity, and recovery performance.
• Oversee governance and performance management for all third-party partners.
• Produce weekly, monthly, and quarterly performance reviews for senior leadership.
• Monitor regulatory compliance and lead vendor oversight activities.

Skills

Leadership

Collections knowledge

Vendor management

Analytics

Negotiation

Job description

Join one of Canada's fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we're proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada's Most Admired Corporate Cultures, Canada's Top Growing Companies, and the TSX30, highlighting us as one of the top performers on the TSX. We're also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine's 2025 list of Canada's Best Companies. These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada's leading alternative consumer lenders, we're passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and LendCare.

goeasy is seeking a highly motivated and results-driven Senior Manager, Recovery Operations who can lead people, solve complex operational problems, and turn data and insights into meaningful business improvements.

In this role you will be accountable for the performance of both internal recovery operations and a network of external legal and collections service providers. The successful candidate will be responsible for maximizing recoveries, driving operational excellence, ensuring regulatory compliance, and delivering exceptional customer outcomes through a balanced internal and vendor-supported recovery model.

The Senior Manager will provide leadership to a small internal team while overseeing the performance, governance, and strategic direction of multiple external partners across Canada. This position requires a strong combination of people leadership, vendor management, analytics, compliance oversight, and recovery strategy development.

What will you be doing?

• Program Leadership & Strategy:
  • Lead the vision, strategy, and daily operations of goeasy's National Unsecured Recovery Program.
  • Develop and execute recovery strategies across internal and external channels to maximize net recoveries and customer outcomes.
  • Drive continuous improvement initiatives that enhance operational effectiveness, productivity, and recovery performance.
  • Identify emerging industry trends, regulatory changes, and best practices to strengthen recovery operations.
• Internal Team Leadership:
  • Lead, coach, and develop a team responsible for legal collections and recovery activities.
  • Establish clear performance expectations, service standards, and development plans.
  • Foster a high-performance culture focused on accountability, engagement, customer experience, and results.
  • Manage workforce planning, training, and succession planning initiatives.
• Vendor Management & Oversight:
  • Own the governance and performance management framework for all third-party legal, collection agency, and recovery service providers.
  • Establish vendor scorecards, KPIs, service level agreements, and performance targets.
  • Conduct regular business reviews with external partners to assess performance, identify opportunities, and address gaps.
  • Negotiate vendor contracts, service standards, fee structures, and operational expectations.
  • Ensure vendor activities align with regulatory requirements, company policies, customer experience standards, and recovery objectives.
  • Monitor vendor compliance, audit findings, complaints, and remediation activities.
• Performance Management & Reporting:
  • Utilize recovery reporting and analytics to identify trends, risks, opportunities, and operational improvements.
  • Produce weekly, monthly, and quarterly performance reviews for senior leadership.
  • Forecast recoveries, vendor volumes, placement activity, and operational results.
  • Develop dashboards and management reporting that support informed decision-making.
• Risk & Compliance Management:
  • Ensure recovery activities comply with all applicable federal and provincial regulations.
  • Monitor legal and agency practices to ensure adherence to company policies and customer treatment standards.
  • Partner with Compliance, Legal, and Risk teams to address regulatory changes and operational risks.
  • Lead vendor oversight activities, audits, and corrective action plans as required.
  • Stakeholder Management
  • Build strong partnerships with internal stakeholders including Operations, Risk, Legal, Finance, Compliance, Customer Experience, and Executive Leadership.
  • Serve as the primary escalation point for strategic recovery and vendor-related matters.
  • Provide recommendations and insights to senior leadership regarding recovery strategy, program effectiveness, and market trends.

What experience do you have?

• 5+ years of progressive leadership experience within collections, recoveries, legal collections, agency management, or financial services operations.
• Demonstrated experience leading teams and driving operational performance.
• Strong understanding of unsecured collections and recovery strategies.
• Experience managing national vendor programs and performance frameworks
• Strong analytical and reporting capabilities with experience interpreting operational performance data.
• Exceptional communication, stakeholder management, and negotiation skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Knowledge of Canadian collections legislation, litigation processes, and recovery practices.
• Experience within consumer lending, financial services, banking, or recovery operations.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

$92,000.00 - $138,000.00 CAD (includes base salary and bonus)

We're committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.

At goeasy, we believe transparency fosters trust - and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.

This posting is for an existing vacancy within our team.

Financial Benefits

• RRSP matching and Employee Share Purchase Plan programs.
• Annual bonus that rewards your hard work and dedication.
• Employee discounts on furniture, electronics, and appliances.
• MAT & PAT leave top-up.
• Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health And Lifestyle

• Enjoy company-paid volunteer days to give back to the community.
• Access 24/7 healthcare with Virtual Doctor Appointments.
• Personalize your benefits with a flexible modular benefits package.
• Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks

• Fuel your growth with the Tuition Assistance Program.
• Double the impact of your generosity with Company Matched Charitable Donations.
• Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
• Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!

Diversity, Inclusion, And Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.