In this role, you will lead two teams Insurance Default Management and Collections & Recovery driving timely, compliant, and customer-focused resolution of defaulted and past-due accounts. You'll oversee end-to-end default strategies (from early intervention through recovery), remove roadblocks for your teams, and partner across the business to continuously improve outcomes, controls, and the customer experience.
RESPONSIBILITIES- Lead, support, and develop two high-performing teams (Insurance Default Management and Collections & Recovery) through coaching, performance management, and clear expectations
- Oversee end-to-end default resolution workflows, from early-stage delinquency through default, insurance claim coordination (where applicable), recovery, and account closure
- Provide day-to-day leadership support, including handling escalations, reviewing complex files, and guiding strategy on high-risk/high-value accounts
- Maintain strong working knowledge of collections, recovery, and insurance/default management best practices and apply them to improve results
- Ensure adherence to departmental vision, strategy, and service standards while balancing customer experience, risk, and recovery performance
- Monitor team engagement and morale; actively listen to feedback and foster a collaborative, accountable culture across both teams
- Own and continuously improve training material, job aids, and standard operating procedures (SOPs) for default resolution, including insurance and recovery processes
- Partner cross-functionally (Lease Services, Lease Maturity, Legal, Risk, Reporting, and Finance) to improve aligned workflows, controls, and policies that support effective default resolution
- Set, track, and communicate performance objectives and KPIs (delinquency, default cure rates, roll rates, recoveries, and compliance measures)
- Build and execute team improvement plans, including workflow optimization, quality controls, and targeted coaching to improve outcomes
- Prepare weekly/monthly dashboards and ad hoc reporting to support decision-making, trend analysis, and executive updates
- Complete other duties and special projects as assigned.
PREFERRED QUALIFICATIONS- Thorough knowledge of collections and recovery processes, default management practices, and related compliance requirements
- Proven leader with experience managing multiple teams and/or functions
- Experience with insurance claim coordination and/or default insurance processes is an asset
- Strong judgment, discretion, and diplomacy when handling sensitive customer and vendor interactions
- Analytical and strategic thinker-able to translate data and trends into action plans that improve delinquency and recovery performance
- Proactive problem-solver with a continuous improvement mindset (process, controls, and customer experience)
- Confident communicator who can influence stakeholders and drive alignment across teams
- Advanced negotiation and conflict resolution skills
- Highly adaptable and comfortable operating in a fast-paced, metrics-driven environment
- Detail-oriented and organized; able to manage multiple priorities while maintaining strong quality and compliance standards
- Strong stakeholder management skills; comfortable engaging with vendors, insurers, and internal partners
- Strong customer service mindset with the ability to balance empathy and firm resolution
BASIC QUALIFICATIONS- 3+ years of people leadership experience (supervisory/management), including coaching and performance management
- 5+ years of experience in collections, recovery, and/or default management (automotive finance/leasing experience preferred)
- Bachelor's degree or equivalent combination of education and relevant work experience
- Proficient in Microsoft Office with intermediate to advanced Excel skills; comfortable producing KPI reporting and dashboards
- French/English bilingualism considered an asset
REPORTING TO:- Vice President, Lease Administration
Salary: $80,000 - $95,000 CAD
