Manager, Auto Fund Collections

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Out-of-Scope

Key Accountabilities

Note: This section is not intended to be an exhaustive list of duties and responsibilities - other duties and responsibilities may be assigned.

Delinquency and Collection Program Management- Develops and manages operational delinquency and collection program governance, policies and standards.- Develops program strategies, objectives, proposals and policies.- Ensures that program policies, procedures and guidelines are in compliance with applicable legislation and regulations.- Researches emerging trends and best practices in collections.- Analyzes and interprets data and market conditions to determine the need to change or enhance programs.- Prepares recommendations, decision/ project idea requests and conducts financial and cost-benefit analysis related to those recommendations.- Collaborates with Central Recovery Unit, Auto Fund management and the corporate legal department and provides recommendations into development of legal judgment collection strategy for large customer accounts.

Delinquency and Collection Management Administration- Manages the day-to-day delivery of the Auto Fund billing delinquency, collection of Auto Fund amounts owed by customers in compliance with internal service standards and applicable policies and guidelines.- Reviews, evaluates and implements processes to streamline delinquency and collection, increase efficiencies and improve productivity.- Establishes benchmarks and designs, develops and maintains key performance indicators, metrics and related reporting.- Maintains the Auto Fund delinquency and collection programs and communicates program enhancements through appropriate channels.- Monitors program effectiveness and overall program costs (i.e., cost of using external collections).- Analyzes the viability of outstanding debts and oversees the setup, processing and administration of the portfolio to optimize return of funds to the Auto Fund.- Oversees the administrative approval of write-offs including large write-offs for debts deemed uncollectible in order to maintain an accurate book of debt.- Manages and approves employee expenses in compliance with corporate policies.- Investigates and reports on Ministerial and escalated head office inquiries.- Analyzes and approves files submitted for legal action under the collection strategy for large customer accounts.

Relationship Management- Develops and maintains good working relationships with external contacts, including bankruptcy trustees and collection agency(ies) administering collections on behalf of the Auto Fund.- Communicates and promotes collection strategy, policies and procedures to Auto Fund business areas.- Develops and maintains strong collaborative working relationships and effective communication with all Auto Fund departments, particularly the Customer Service Centre and Issuer Relations.- Oversees the onboarding process for new collection services providers.- Develops and maintains a collaborative working relationship with collection services provider(s) reviewing and monitoring their work processes to ensure they support and maintains SGI’s brand reputation.

Customer Experience Management- Manages, monitors and evaluates the customer experience, ensuring it meets divisional and corporate expectations.- Develops processes, solutions and service standards to support the quality of customer service.- Provides direction, advice and guidance to employees, issuers and other external partners and agencies on all aspects of delinquency and collection of amounts owed by customers.- Investigates, analyzes, negotiates and resolves escalated customer inquiries and problems to deliver solutions, including Fair Practices Office inquiries.- Oversees and assists with delivery of customer interactions.

People Leadership- Builds a high performing workforce by actively leading human resource activities.- Ensures development of divisional succession plans.- Builds a culture of leadership and accountability to effectively deliver on strategic and corporate strategies, ensuring integration with employee performance development and career development plans.- Drives performance through team members and is committed to leadership development across the company, supporting employees and workforce readiness through mentoring, training and developmental opportunities.

Corporate Management- Ensures programs and policies are in alignment with corporate, strategic and divisional strategies.- Manages risk in area of authority.- Prepares, reviews, manages and/or approves departmental/divisional budgets.- Prepares decision requests, decision and/or information items and/or SGI board items.- Ensures that the Health, Safety and Emergency Management Policy is