Collections Manager
6 days ago
About the Role
Collections Manager
We are looking for a seasoned Collections Manager to join our team at Toyota Financial Services in Canada. In this exciting permanent opportunity, you will be responsible for managing the day-to-day operations of our collections team to ensure deliverables and targets are met.
Your Key Responsibilities
- Develop and implement effective collections strategies and procedures to maximize debt recovery while maintaining positive customer relationships.
- Provide expert advice, coaching, and guidance to the department in support of identification and prevention of fraud in auto finance.
- Manage the Collection department to ensure delinquency and write-off targets are met.
- Maintain low loss ratios & control liability losses.
- Review and evaluate delinquent accounts, determining appropriate actions to be taken in accordance with company policies and legal requirements.
- Review and approve repossessions. Review total loss vehicles and assign to the collections team.
- Oversee the collections team, including hiring, managing performance, and training and development.
- Monitor and analyze the performance of the collections team, implementing measures to improve productivity and success rates.
- Handle the most difficult or advanced escalations.
- Stay current on industry trends and best practices in collections, implementing new strategies or technologies as needed to improve efficiency and results.
- Develop and maintain relationships with external collection agencies and other service providers as necessary.
- Develop, work with, and maintain relationships with authorities such as police and border services.
- Continuously strive to improve work methods and processes.
- Use data analytics to drive business improvements and effective workforce management.
- Develop and implement plans for promoting employee engagement, team collaboration, and accountability for meeting performance objectives.
- Lead and support corporate projects and initiatives.
- Manage relationships and KPI performance of multiple external business partners/vendors.
Your Skills and Experience
- Post-Secondary degree or diploma, business-related field preferred.
- 5+ years of collections experience preferably in a financial services environment.
- Strong knowledge of collections practices, laws, and regulations.
- Strong problem-solving skills, with the ability to think creatively and find innovative solutions to collections challenges.
- Excellent attention to detail, ensuring accuracy in all records and communications.
- Strong interpersonal skills, with the ability to build and maintain positive relationships with customers and colleagues.
- Experience using data analytics to drive business improvements and effective workforce management.
- Experience leading and executing on initiatives to improve overall department efficiency while delivering a better customer experience.
- Experience leading teams, including managing performance, coaching, developing, and engaging employees.
- Experience in UAT testing and Salesforce an asset.
- Strong Microsoft Office skills, and experience using data analytics software (ex. Tableau/Power BI) an asset.
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