Contract Administration Manager
3 weeks ago
At CWB Financial Group, we're committed to building value for our people, clients, and investors. As an Assistant Manager, Contract Administration, you'll play a key role in ensuring customer, stakeholder, and shareholder value through supervision of contract changes and post-collection efforts. Your goal will be to maximize recoveries while minimizing collection costs and losses.
Key Responsibilities:
- Provide general supervision and training to teams within Contract Administration, focusing on achieving team and department goals while maintaining a customer-centric approach.
- Monitor, report, and provide feedback on individual and team performance metrics and other measured statistics.
- Offer subject matter expertise on contract administration, repossession, and contract enforcement matters to internal stakeholders.
- Maintain current knowledge of collection strategies, trends, industry best practices, repossession processes, contract enforcement laws, and federal/provincial regulations/legislation.
- Handle escalated customer requests and transactions, exercising judgment to identify, diagnose, and solve complex problems.
Execution:
- Implement departmental policies and procedures.
- Assist with establishing departmental performance objectives and measures.
- Support the Manager, Contract Administration, with recruitment activities, including onboarding.
- Follow up with employee action plans to identify performance gaps.
- Ensure accurate and timely completion of Human Resource reporting functions (e.g., performance reviews, training records).
- Develop the team's skills and capabilities to deliver superior customer service.
Coaching & Leadership:
- Provide leadership, mentorship, guidance, and coaching to team members.
- Conduct regular one-on-one coaching sessions.
- Communicate job expectations, plan, monitor, and review job contributions, acknowledging and rewarding employees.
- Coach and lead employees, monitoring and managing performance, developing performance plans, setting and reviewing goals on an individual basis, and coaching employees on their career development.
- Provide training for employee development to meet established customer service standards.
Requirements:
- 2-3 years of previous experience in collections/administration.
- Post-secondary diploma/degree in a related field of study or an equivalent combination of education and experience.
- Knowledge of federal/provincial regulations/legislation pertaining to collection of accounts receivables and contract management.
- Experience with account receivable systems, processes, and reporting tools.
- Experience in human resources and performance management.
- Ability to work autonomously in a fast-paced/multi-task environment with ever-changing deadlines and competing priorities.
- Capability to build and maintain strong relationships with stakeholders.
- Strong communication and conflict resolution skills.
- Ability to promote and lead organizational change.
- Ability to resolve problems logically, efficiently, and cost-effectively.
Why Work with Us?
Your Success is Our Obsession: We're committed to creating an award-winning culture and benefits package that includes hybrid work environments, everyday flexibility, company-funded health coverage, a flexible wellness program, and generous time-away options. We're proud to be recognized by Great Place to Work in 2024 as one of Canada's top 50 Best Workplaces and a member of Waterstone Human Capital's Most Admired Corporate Cultures Hall of Fame.
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