The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from credit adjudication through contract administration, customer service, default management and post charge-off recoveries.
We are a company of innovators. We learn from each other, respect each other, and create together. When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing”. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.
Position Overview
The Collections Manager leads daily collections execution, team performance, and agent development for a national Canadian B2C (business-to-consumer) auto finance portfolio, covering early delinquency through pre-charge-off. This role is accountable for improving cure rates, reducing roll rates, increasing right-party contacts, strengthening collector effectiveness, and ensuring all activity is professional, compliant, and customer-focused. This is a hands-on, floor-facing leadership role requiring strong coaching discipline, operational urgency, data-driven decision making, and sound judgment in a high-volume contact centre environment.
Key Responsibilities
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Lead, coach, and develop collections agents through daily floor support, call observation, side-by-side coaching, performance feedback, onboarding, and documented development plans.
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Manage daily collections operations across assigned delinquency stages, including queue coverage, staffing priorities, contact strategy, escalation handling, account follow-up, and adherence to approved workflows.
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Monitor portfolio and agent performance using collection system data, dialer results, QA findings, dashboards, and key KPIs such as contact rates, promises to pay, kept promises, cures, rolls, payment conversion, productivity, and complaint trends.
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Translate performance insights into practical coaching, queue adjustments, campaign refinements, process improvements, and clear action plans for senior leadership.
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Execute and refine collections strategies for early- and mid-stage delinquency, including segmentation, call cadence, payment arrangements, hardship handling, escalation review, and repossession or specialized handling referrals where appropriate.
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Ensure compliance with company policies, approved scripts, documentation standards, privacy expectations, complaint handling procedures, and applicable Canadian consumer protection requirements.
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Partner with QA, HR, IT, Risk, Compliance, Customer Service, Payment Processing, Finance, Legal, Workforce Management, and asset recovery partners to resolve issues and support continuous improvement.
Required Qualifications
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5+ years of progressive collections experience in Canadian financial services, including direct B2C collections portfolio management.
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2–3+ years of people leadership experience in a high-volume contact-centre or collections environment.
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Fully bilingual in English and French, with the ability to coach employees, manage escalations, and communicate professionally in both languages.
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Strong knowledge of Canadian collections practices, customer contact standards, privacy expectations, documentation requirements, complaint handling, and provincial consumer protection considerations.
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Experience using loan management systems, collection platforms, dialers, QA scorecards, call recording tools, dashboards, and Microsoft Office to manage performance and coach teams.
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Strong analytical, communication, problem-solving, coaching, and performance management skills, with the ability to lead through pressure while maintaining compliance and professionalism.
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Post-secondary education in business, finance, operations, or a related field is preferred; equivalent experience may be considered.
Preferred Qualifications
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Auto finance, sub-prime or non-prime lending, vehicle-secured lending, repossession referral, skip investigation, insurance-related account issues, or asset recovery experience.
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Experience with workforce planning, dialer campaign management, queue segmentation, productivity forecasting, audit support, compliance reviews, customer complaint investigations, or process improvement initiatives.
Diversity & Inclusion
The CanCap Group and its subsidiaries are equal opportunity employers and value diversity in backgrounds, perspectives, and skills. We thank all applicants for their interest — only those selected for next steps will be contacted.
Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.
