Director, Collections

Summary:The Director of Collections is a key member of the Customer Operations Department Team responsible for the strategic oversight of cash administration and collections and facilitating favorable outcomes related to contractual agreements with customers. The role requires direct relationships with Senior Executives other leadership of the organization. The mandate requires non-adversarial leadership and a “strong sense of the customer” from a wide and diversified customer base spanning all customers.Responsibilities:Reporting directly to the VP, Customer Operations, maintain constructive relationships with other the Customer Operations Director, the Senior Management Team and Executive Leadership Team.Leadership and oversight of all collections, delinquent accounts, and collection agencies with a combined staff of 25-30 team members within the Collections Department and several Manager level direct reports. Oversee collections and contractual agreements to ensure performance targets are met.Leadership and oversight of all cash administration functions and interactions with banks and other payment processing institutions.Work with direct reports to successfully execute and implement prioritized opportunities.Prepare quarterly presentations to CEO and VP of Customer Operations on operations results and projects on the areas of collections.Collaborate with Customer Service and other areas to ensure and maintain fair collection and payments processing practices.Manage new contracts, extensions, amendments with vendors in collections and payment processing space.Build and explore new partnerships with vendors in payments, collections and contractual agreements.Achieve annual collection targets and maintain delinquency rates below established benchmarks and reduce Days Sales Outstanding (DSO) year-over-year.Improve customer satisfaction scores related to collections interactions.Budgetary AdministrationPrepare the annual collections and cash administration budgets, manage and monitor actuals vs. budget.Meet monthly with the Financial Planning and Reporting team to explain any variances and deviations from budget.Technology & Digital TransformationWork closely with information System Product Managers, IT project teams and Internal Audit to ensure compliance with data and that business and security requirements are met.Develop new collection and payment strategies, and seek ways to improve processes, boost cash collections, and enhance efficiency in payments, collections, and contracts.Lead the adoption and integration of advanced collections technology platforms and digital payment solutions.Champion automation and data-driven decision-making within the collections function.Stay abreast of emerging technologies and best practices in collections and payment processing.Risk Management & ComplianceOversee the development of new or updated policies and procedures with accountability for internal controls (collections and cash administration).Ensure all collections activities comply with relevant laws, regulations, and internal policies.Proactively identify and mitigate risks related to collections, data privacy, and payment processing.Collaborate with Legal, Compliance, and Internal Audit teams to maintain robust controls and reporting mechanisms.Team Leadership and ManagementCollaborate with Leadership Team colleagues in the development of goals and objectives while supporting exchange-wide strategic initiatives as required.Create, inspire and foster a constructive and fully engaged team environment with emphasis upon constructive communications, coaching, mentoring and development.Maintain a commitment to a collaborative and positive work environment among various teams and other departments throughout the organization.Qualifications:University Degree - Bachelor of Commerce degree or equivalentCertified Credit Professional (CCP) designation an assetMinimum of 10+ years overall experience working in finance or business operations – billing and collections /customer operations environmentComfortable working in a high paced environment with the ability to prioritize and work well under pressure to meet specific targetsAbility to adapt to audience with strong interpersonal skillsExcellent communication and presentation skillsStrong strategic thinking and decision-making skills.Excellent problem solving and solid business judgment to address issues including conflict resolution and negotiation abilities.The company seeks a tactful, persuasive and constructive leader to spearhead “smart collections” in a non-adversarial manner focused upon helping customers “pay better”Experience with collections encompassing private sector corporations, public sector customer accounts, the public, collection agencies and various government agencies.About 407 ETRHighway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 407 International Inc. is the sole shareholder of 407 ETR and is owned by: Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); andPublic Sector Pension Investment Board (PSP Investments) (7.51%)Learn more at Note: