Collections Manager

**Who We Are**: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Motors Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

**Employee Value Prop and Culture**:Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our various employee programs to the unique design of our offices, we strive to foster a connected, fun, positive and rewarding company culture where employees feel appreciated for their contributions, proud of their company, and passionately invested in HCCA's success.

**Global One Company**:Many countries. One identity. Hyundai Capital has offices across the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments are designed with specific themes in mind to achieve a consistent global identity that reflects our values: simplicity, collaboration, elements of nature and symmetry.

**Position Details**:The Collections Manager leads the collections team, ensuring effective debt recovery and strong customer relationships, while guiding associates in refining phone-based negotiation and collections skills. This role closely monitors key performance metrics, such as average handling time and promises-to-pay, to ensure targets are met. Call monitoring plays a crucial role in evaluating individual and team performance, enabling targeted coaching and skill development. Additionally, the manager oversees collections projects and specialty initiatives to align team efforts with company goals. Through process optimization, efficient strategies, and continuous improvement, the manager maximizes collections performance while fostering team growth and operational excellence.

**Duties and Responsibilities**:

- Monitor calls regularly to develop negotiation and collections skills while ensuring team adherence to policies, managing schedules, and conducting bi-weekly one-on-one meetings to review performance and engagement.
- Oversee day-to-day operations by efficiently handling complaints and escalations, leading weekly huddles, preparing monthly reports, resolving system issues, and collaborating with teams to improve customer satisfaction.
- Drive project management efforts by leading documentation, coordinating test case designs, overseeing UAT testing, and managing deployments in collaboration with IT.
- Maintain and enforce collections policies and procedures, propose updates as needed, and execute contingency plans to ensure alignment with organizational standards.

**Qualifications**
- Demonstrated experience in a contact center environment with a strong understanding of the drivers behind all Collection KPIs.
- Over 5 years of collections management experience, handling both secured and unsecured products.

**Education & Certification**:

- Bachelor's Degree Required.
- Formal training in collections and negotiation techniques.
- Proficient in the use of dialer systems and collections systems.

**Knowledge, Skills, & Abilities**:

- Comprehensive knowledge of auto lease agreements and conditional sales contracts.
- Effectively leads without micromanaging, empowering team members to perform at their highest efficiency.
- Skilled in clear and actionable knowledge transfer, fostering understanding and professional growth among team members.
- Proficient in teaching strategies to balance securing payments with minimizing call duration during customer interactions.
- Strong prioritization skills to manage tasks efficiently, preventing them from becoming urgent.
- Self-sufficient and requires mínimal supervision to deliver accurate and timely results.
- Builds collaborative relationships across teams to encourage two-way communication and cooperation.
- Actively develops emotional intelligence to remain focused and professional, setting emotions aside to address tasks effectively.
- Demonstrates strong conflict management skills, fostering positive relationships with all team members.

**Job Types**: Full-time, Permanent

Additional pay:

- Bonus pay

**Benefits**:

- Automobile allowance
- Company events
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Tuition reimbursement
- Wellness program
- Work from home

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Toronto, ON M5J 2M3