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About the Role
The Collections Manager oversees the collections team to ensure effective debt recovery and strong customer relationships. This role guides associates in developing negotiation and collections skills, monitors key performance metrics, and leads collections projects to align with company goals. By optimizing processes and driving improvements, the manager maximizes collections performance while fostering team development and operational excellence.
Responsibilities
- Conduct constant call monitoring of collection calls to develop skills in collection techniques, negotiation, and emotional intelligence.
- Hold bi-weekly 1:1 meetings to confirm employee engagement and review performance.
- Ensure associates adhere to all approved policies and procedures.
- Manage schedules, including shift definition, vacation approval, and illness.
- Monitor and analyze performance metrics for both the team and individuals.
- Implement the approved collection strategy via calls, emails, and SMS.
- Manage and implement dialer campaigns, including list creation and assignment.
- Coordinate the management of the predictive dialer, including opening/closing groups and assigning lists.
- Create a weekly collection approach based on current performance standings.
- Manage complaints and escalations efficiently and timely.
- Lead 15-minute weekly huddles to ensure adherence to procedures and understand customer behavior in delinquency.
- Execute monthly business reporting.
- Address system issues and escalate as appropriate.
- Collaborate with other teams to contribute to corporate goals and increase customer satisfaction.
- Lead the design of business requirement documents and ensure their accuracy.
- Coordinate the design of test cases and lead the execution of UAT testing.
- Follow up on open items with IT.
- Lead the PROD deployment from an Operations perspective.
- Ensure all collections procedures align with policy and propose applicable changes.
- Execute all applicable contingency plans.
- Own the Collections policy, ensuring it is regularly updated and enforced.
Requirements
- 5 years of collections management experience on any product (secured / unsecured).
- Experience in a contact center environment with an understanding of Collection KPIs.
- College degree (ideal).
- High school degree (must).
- Trained in collections and negotiation techniques.
- Trained in dialer systems and collections systems.
Skills
- Understanding of auto lease agreements and conditional sales contracts.
- Subject matter expertise in collections operations.
- Ability to lead without micromanaging and empower team members.
- Effective knowledge transfer skills.
- Ability to teach balancing payment collection with call duration.
- Prioritization skills to manage tasks efficiently.
- Ability to work with little supervision to deliver results accurately and on time.
- Ability to build cross-team collaboration.
- High emotional intelligence to keep emotions aside and focus on tasks.
- Conflict management skills.
- Strong relationship-building skills with team members.
Location
- Toronto
- Mississauga
Work Type
- Full-time
Experience Level
- 5 years of collections management experience
Education Level
- High school degree
- College degree
About the Company
- Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group, operating under the service brands Hyundai Motor Finance, Kia Finance, and Genesis Finance.
- HCCA provides indirect vehicle financing and leasing solutions through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide.
- The company fosters a fast-paced, dynamic, energized, agile, and collaborative culture.
- HCCA strives to create a connected, fun, positive, and rewarding workplace where employees feel appreciated and invested in the company's success.
- Hyundai Capital has offices globally, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil, with work environments reflecting global values of simplicity, collaboration, symmetry, and elements of nature.
Equal Opportunity
- Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.