Manager, Collections Vendor Management

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig.

Together, we are the leading alternative lending bank in Canada. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Join Fairstone Bank as a Manager, Collections Vendor Management, and be part of our talented and growing team

About the role:

The Manager, Collections Vendor Management will 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 wor