About the role:

The Manager, Collections Vendor Managementwill support the Centralized Collections business unit to, maintain and manage day to day performance of outsourced collection activities for various products within the organization as assigned, such private label retail card, consumer loans, automobile financing etc. Ensures all vendors are compliant and respecting contract engagements as well as supporting partnership to achieve targeted delinquency goals with lowest possible loss ratios and minimal risks.

In addition, leads and supports Call Quality Assurance of vendors through call evaluation audits, call calibrations as well as supporting with training and certification of internal call flow standards and expectations.

Key Responsibilities:

• Manages day to day outsourced activities with collection agencies

• Ensure agencies are compliant and are respecting contract engagements

• Monitor performance daily, weekly, monthly & quarterly and propose adjustments when needed

• Daily performance calls:

  • Have daily touchpoints with agencies to discuss performance, daily projections, opportunities, improvements and other production related issues

• Ensures that KPI’s are met

• Reviews and audit assigned accounts and workflows of collection to provide insights and recommendations

• Escalations: Resolve escalations and inquiries from agencies that are partner related in an efficient and timely matter

• Ensures best practices are being met with a focus on reducing delinquency and improving overall customer experience

• Internal Call Flow Champion & Subject Matter Expert

• Leads by example in delivering exceptional, positive customer experience that builds trust through expertise, responsive service and support

• Market Share process and communication

• Manage Incentive plan to drive partner performance

• Oversee all agency related inquiries (assigned internal inbox)

• Constantly promoting opportunities to create automation & optimize process improvements and or efficiency gains

• Follows departmental policies and procedures

• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner

• Develops agency action plans and solutions in the effort to maximize recoveries and or improve agency partner performance

• Support in agency onboarding and selection process

• Reporting analytics & support

• Design, implement and validate agency partner operational and efficiency strategies to reduce delinquency and losses

• Develops and maintains long-term relationships with both internal and external stakeholders

What we’re looking for:

• Highschool Diploma or equivalent to a minimum of 5 years’ experience in collections and financial services industry

• Two + years of vendor management/supervisory experience

• Excellent verbal and written communication skills in English and French (required)

• Ability to present and communicate to senior leaders (required)

• Advanced Microsoft Excel skills (required)

• Knowledge of all provincial compliance regulations for call quality assurance

• Proven experience & knowledge with Customer Experience and Collections call quality (required)

• Advanced knowledge of consumer lending and financed products

• Ability to resolve problems with minimal guidance

• Develops and maintains long-term relationships with both internal and external stakeholders

• Evidence of supporting continuous business improvement and delivering high-performance standards

What you’ll love about working here:

• Award-Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers.

• Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.

• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being.

• Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance.

• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.

• Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match.

• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share.

• On-Site Fitness: Gym access at our London and Montreal offices.

• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.

• Family Support: Parental leave top-up program to help you during life’s big moments.

• For more information on who we are as an employer

What you can expect - pay & process:

• Expected base salary range is $80,000 - $90,000 , plus the opportunity to earn an annual incentive bonus tied to performance.   

• This posting is for an existing vacancy within our organization.

• Artificial intelligence may be used in parts of the recruitment process.

If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process.

Learn more:https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn:

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Time Type: