Senior Manager, Recovery Operations

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.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

$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.

Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you'll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus.

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!

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