We’re looking for an experienced, people-first leader to join SCI Lease Corp (an Auto Financial Services company) as Manager, Default Resolution. In this role, you will lead two teams Insurance Default Management and Collections & Recovery driving timely, compliant, and customer-focused resolution of defaulted and past-due accounts. You’ll oversee end-to-end default strategies (from early intervention through recovery), remove roadblocks for your teams, and partner across the business to continuously improve outcomes, controls, and the customer experience.

RESPONSIBILITIES

• Lead, support, and develop two high-performing teams (Insurance Default Management and Collections & Recovery) through coaching, performance management, and clear expectations
• Oversee end-to-end default resolution workflows, from early-stage delinquency through default, insurance claim coordination (where applicable), recovery, and account closure
• Provide day-to-day leadership support, including handling escalations, reviewing complex files, and guiding strategy on high-risk/high-value accounts
• Maintain strong working knowledge of collections, recovery, and insurance/default management best practices and apply them to improve results
• Ensure adherence to departmental vision, strategy, and service standards while balancing customer experience, risk, and recovery performance
• Monitor team engagement and morale; actively listen to feedback and foster a collaborative, accountable culture across both teams
• Own and continuously improve training material, job aids, and standard operating procedures (SOPs) for default resolution, including insurance and recovery processes
• Partner cross-functionally (Lease Services, Lease Maturity, Legal, Risk, Reporting, and Finance) to improve aligned workflows, controls, and policies that support effective default resolution
• Set, track, and communicate performance objectives and KPIs (delinquency, default cure rates, roll rates, recoveries, and compliance measures)
• Build and execute team improvement plans, including workflow optimization, quality controls, and targeted coaching to improve outcomes
• Prepare weekly/monthly dashboards and ad hoc reporting to support decision-making, trend analysis, and executive updates
• Complete other duties and special projects as assigned.

PREFERRED QUALIFICATIONS

• Thorough knowledge of collections and recovery processes, default management practices, and related compliance requirements
• Proven leader with experience managing multiple teams and/or functions
• Experience with insurance claim coordination and/or default insurance processes is an asset
• Strong judgment, discretion, and diplomacy when handling sensitive customer and vendor interactions
• Analytical and strategic thinker—able to translate data and trends into action plans that improve delinquency and recovery performance
• Proactive problem-solver with a continuous improvement mindset (process, controls, and customer experience)
• Confident communicator who can influence stakeholders and drive alignment across teams
• Advanced negotiation and conflict resolution skills
• Highly adaptable and comfortable operating in a fast-paced, metrics-driven environment
• Detail-oriented and organized; able to manage multiple priorities while maintaining strong quality and compliance standards
• Strong stakeholder management skills; comfortable engaging with vendors, insurers, and internal partners
• Strong customer service mindset with the ability to balance empathy and firm resolution

BASIC QUALIFICATIONS

• 3+ years of people leadership experience (supervisory/management), including coaching and performance management
• 5+ years of experience in collections, recovery, and/or default management (automotive finance/leasing experience preferred)
• Bachelor’s degree or equivalent combination of education and relevant work experience
• Proficient in Microsoft Office with intermediate to advanced Excel skills; comfortable producing KPI reporting and dashboards
• French/English bilingualism considered an asset

REPORTING TO:

• Vice President, Lease Administration

Salary: $80,000 - $95,000 CAD

Our organization will, on request, provide accommodations for disabilities to support your participation in all aspects of our Recruitment Process. SCI Lease Corp.is an equal opportunity employer. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

AI Use Disclosure: Please note AI tools may be used in the hiring process.