Position Details: The Collections Manager plays a critical role in overseeing one of two collections teams responsible for effective debt recovery while maintaining strong customer relationships. The manager will work collaboratively with the other Collections Manager to ensure seamless supervision of teams operating on rotating shifts. To support this structure, the manager is expected to work varying shifts, covering operations between 8:00 AM and 8:00 PM (including some Saturdays per month). The manager is expected to be in office 4 days per week between Monday and Friday.

This role focuses on mentoring associates to develop advanced skills in phone-based negotiation and collections, while closely monitoring key performance metrics such as average handling time and promises-to-pay. Call monitoring is a vital tool for assessing individual and team performance, allowing for targeted coaching and continuous improvement.

In addition to daily operational management, the manager will lead collections projects and specialized initiatives that align with organizational goals. Through process optimization, strategic execution, and fostering a culture of excellence, the manager will maximize collections performance and contribute to team development and operational success.

Duties and Responsibilities:

• Coaching & Performance: Monitor calls, provide regular feedback, and conduct bi-weekly one-on-ones to enhance skills and drive engagement. Manage schedules and analyze team performance for growth opportunities.
• Portfolio Management: Implement and manage collections strategies across multiple channels (calls, emails, SMS), oversee predictive dialer systems, and adjust approaches based on performance trends.
• Operations: Address customer escalations, lead weekly team huddles, prepare performance reports, and collaborate cross-functionally to meet organizational objectives.
• Project Management: Lead business documentation, oversee testing processes, and manage system deployments with IT coordination.
• Policy Compliance: Ensure collections procedures align with company policies, execute contingency plans, and maintain up-to-date policy ownership.

Qualifications

• Proven experience in a contact center environment with a comprehensive understanding of the drivers influencing collection KPIs.
• Minimum of 5 years in collections management, with experience across secured and unsecured products.
• Advanced knowledge of Microsoft Office applications

Education & Certification:

• Bachelor’s degree required; a college diploma will be considered.
• Training in collections and negotiation techniques.
• Proficient in the use of dialer systems and collections systems.

Knowledge, Skills, & Abilities:

• Comprehensive understanding of auto lease agreements and conditional sales contracts.
• Recognized as a subject matter expert in collections operations.
• Proven ability to lead teams effectively without micromanaging, empowering team members to achieve optimal performance.
• Skilled in knowledge transfer, ensuring team members clearly understand expectations and are equipped for growth.
• Proficient in teaching how to balance securing payments with maintaining concise and effective customer interactions.
• Strong prioritization skills to manage tasks efficiently and prevent escalation of responsibilities.
• Self-sufficient in executing responsibilities with minimal supervision, delivering accurate and timely results.
• Demonstrated ability to build and maintain strong cross-departmental collaboration for organizational success.
• High level of emotional intelligence, enabling focus on tasks while setting aside emotions during challenging situations.
• Effective conflict resolution skills with a track record of fostering strong, positive relationships within teams.

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.