Manager – Collections Campaign and Strategy

Role: Manager – Collections Campaign and Strategy
Reports to: Senior Manager, Collections Operations & Strategy
Status: Regular, Full Time
Department: Credit & Collections
Location: Markham, ON (Hybrid)
Travel: Occasional
Compensation: $74,817 - $118,211 

Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Job Summary:

We are seeking a highly strategic and hands-on Collections Strategy and Automated Dialer Manager to lead end-to-end collections performance across the customer lifecycle. This role will own early-stage collections, delinquency management, write-offs, and recoveries, while optimizing multi-channel engagement strategies to maximize collections effectiveness and customer experience.

You will play a critical role in driving financial performance, improving operational efficiency, and enabling data-driven decision making across collections operations.

Accountabilities:

• Lead end-to-end collections strategy across early-stage collections, delinquency management, write-offs, and recoveries.
• Design and optimize multi-channel contact strategies including SMS, email, IVR, live calls, and agency/vendor outsourcing.
• Oversee dialer performance, configuration, and uptime to maximize contact rates and recovery outcomes.
• Forecast inbound and outbound volumes and develop workforce planning models to support operational requirements.
• Translate AR and collections performance data into clear insights and executive-level recommendations.
• Own budgeting, forecasting, and variance analysis to ensure strong financial performance and accuracy.
• Develop risk segmentation strategies to reduce delinquency, mitigate risk, and increase recovery rates.
• Lead UAT execution and ensure operational readiness for new systems, workflows, and enhancements.
• Collaborate cross-functionally with internal stakeholders to deliver initiatives aligned to business goals.

Qualifications:

• Strong background in collections strategy, AR performance, and customer-centric recovery models.
• Experience with dialer platforms, segmentation, and multi-channel engagement strategies.
• Advanced knowledge of Microsoft Excel, with demonstrated ability to interpret complex data sets and present clear, actionable insights to senior stakeholders.
• Proven vendor management experience including SLA governance, scorecards, and performance management.
• Strong financial acumen with experience in budgeting, forecasting, and variance analysis.
• Balanced approach to collections that prioritize performance, fairness, and brand reputation.

Nice to Have:

• Experience or interest in applying AI, automation, predictive analytics, or anomaly detection within collections operations.
• Experience with data manipulation and reporting using SQL and Power BI or other database tools is considered an asset.