About the Role
C3 Canada is seeking an experienced Operations Manager to lead and optimize performance across our Canadian collections operations.
At C3 Canada, our priority is delivering strong collection results while maintaining a respectful, compliant, and customer-focused experience.
This role provides full operational ownership beyond shift-level execution, with direct accountability for performance outcomes, leadership effectiveness, and continuous improvement. You will lead leaders, drive execution, and ensure consistent delivery of high-quality, results-driven collections strategies.
Key Responsibilities
Operational Performance
· Lead day-to-day collections operations to meet and exceed KPIs (revenue, liquidation, productivity, quality, and compliance)
· Monitor and analyze scorecards, trends, and operational data; take proactive action to close performance gaps
· Oversee dialer strategies, campaigns (calls, SMS, email), and account workflows to maximize recovery
Leadership & Development
· Lead, coach, and develop Shift Managers and frontline leadership
· Hold leaders accountable for team performance, coaching quality, and employee development
· Oversee performance management processes including coaching plans, discipline, and performance improvement plans
· Build leadership capability and bench strength through ongoing development
People & Culture
· Foster a high-performance, accountable, and team-oriented environment
· Drive employee engagement through recognition, incentives, and clear communication
· Partner with HR on recruitment, onboarding, and retention strategies
Workforce Planning
· Ensure effective staffing, scheduling, and coverage across all shifts
· Monitor and enforce attendance, punctuality, and schedule adherence
· Align workforce strategies with business demand and client expectations
Quality, Compliance & Risk
· Ensure compliance with all applicable Canadian collections regulations
· Oversee quality assurance programs including call monitoring, file audits, and live reviews
· Manage escalations and complex customer situations professionally and effectively
· Maintain audit readiness and support compliance initiatives (e.g., SOC 2, internal audits)
Process Improvement & Strategy
· Identify and implement process improvements to enhance efficiency, quality, and performance
· Standardize and scale best practices across operations
· Support new client onboarding, system enhancements, and strategic initiatives
Collaboration & Reporting
· Act as a liaison between Operations, HR, IT, Compliance, and Senior Leadership
· Provide data-driven insights and recommendations
· Support client reporting and operational communications
Qualifications
· 3–5+ years of leadership experience in collections, call center, or accounts receivable environments
· Proven experience managing multiple teams and/or people leaders
· Strong background in collections strategy, KPI management, and coaching
Skills & Competencies
· Strong leadership presence with a focus on accountability and results
· Data-driven with strong analytical and problem-solving capabilities
· Excellent communication and coaching skills
· Ability to manage competing priorities in a fast-paced environment
· Solid understanding of collections compliance and regulatory requirements
· Proficiency with Microsoft Office and collections systems (CRM, dialer platforms)
Compensation & Benefits
· Competitive annual salary based on experience
· Performance-based bonus tied to key operational and leadership KPIs
· Health and dental benefits
· Paid vacation and holidays
· Career growth and leadership development opportunities
Why Join C3 Canada
· Be part of a results-driven organization where performance and accountability are recognized
· Lead high-impact collections operations with visibility to senior leadership
· Influence operational strategy and drive meaningful business results
· Work in a culture that balances strong collections performance with a positive customer experience
C3 Canada is an equal opportunity employer and values diversity in the workplace. Interested candidates are encouraged to apply.
Pay: From $50,000.00 per year
Benefits:
- Dental care
- Extended health care
- RRSP match
- Vision care
Work Location: In person
