We are hiring an experienced Director of Third-Party Operations (Collections & Recoveries) - BPO, AI & Reporting Transformation from the BPO space to run and scale a high-performing vendor ecosystem across live collections, recoveries, and post-charge-off portfolios. What You'll Do: - Lead a third-party/BPO network that directly impacts client recoveries, cost-to-collect, and revenue across pre- and post-charge-off segments. - Be the primary client and vendor contact for delivery, governance, reporting, and continuous improvement. Salary: CAD 80,000 - 100,000 (Depending on Experience) Office Location: Barrie, Ontario (55 Mulcaster Street, Suite 600, Barrie, Ontario, L4M 0J4) Work Model - Hybrid (at least 3 times in office) Key responsibilities - Own third-party strategy across North America: design the vendor portfolio (on/off/near-shore), run RFPs, negotiate MSAs/SOWs, set SLAs/KPIs, and implement rigorous vendor governance and scorecards. - P&L, forecasting and ROI: manage budgets and margin, optimize placement strategy, capacity, and cost-to-collect across internal teams and external partners. - Performance leadership: drive collections/recoveries and post-charge-off results; implement test-and-learn frameworks (champion/challenger) across dialer, digital, and legal strategies. - Reporting modernization: build a future-state reporting stack and data governance (single source of truth, automated QC, SLA dashboards, client-ready insights, metadata/data dictionary). - AI and automation: deploy conversational AI/voicebots/chatbots, speech analytics, QA automation, propensity/risk models, workflow/RPA, and next-best-action; partner with Data/IT on integration, APIs, and model governance. - Workforce and resource planning: set capacity plans and schedules across vendors and internal teams; ensure tools, facilities, and inventory support efficient operations. - Client leadership: serve as the executive point of contact for delivery, quarterly business reviews, and continuous improvement roadmaps. - Department building: hire, coach, and develop leaders; define operating rhythms, playbooks, and OKRs to scale a high-performing function. Required experience & skills - 5+ years in collections/recoveries operations with 3rd-party/BPO vendor management; 5+ years leading pre- and post-charge-off portfolios. - 3+ years in senior leadership owning P&L, SLAs, and multi-site or multi-vendor delivery. - Proven record building or transforming a third-party program (selection, onboarding, governance, performance uplift). - Deep domain knowledge: collections strategies, recoveries, skip tracing, charge-off/legal workflows, and regulatory/compliance frameworks. - Tech-savvy and AI-forward: hands-on experience deploying automation, speech analytics, conversational AI, RPA/workflow tools, and A/B testing in production. - Reporting and analytics: expert in KPI design and client reporting; proficiency with BI tools (e.g., Power BI/Tableau/Looker), data visualization, and partnering on data pipelines; basic SQL a plus. - Tools familiarity (examples): collections platforms (e.g., FICO Debt Manager, Katabat), dialer/CX (e.g., Genesys, NICE CXone, Five9/TCN), speech analytics/QA (e.g., CallMiner, Verint), workflow/RPA (e.g., UiPath). - Strong financial acumen: forecasting, budgeting, unit economics, and vendor ROI optimization. - Exceptional leadership: hiring, coaching, performance management; clear communicator with clients and executives. Nice to have - Certifications: Lean Six Sigma, PMP, or relevant data/AI certifications. - Experience with data privacy, model risk governance, and secure integrations in regulated environments. This job posting is for an existing vacancy.