Team Lead, Collections

Accountabilities: Manage daily collection queues and outreach activities across delinquency stages, ensuring consistent performance against contact, cure-rate, and recovery targets. Monitor delinquency trends across credit card and retail banking portfolios, allocating team capacity to higher-risk accounts while maintaining regulatory compliance. Handle escalated and complex cases involving financial hardship, settlement exceptions, disputes, insolvencies, consumer proposals, bankruptcies, and client complaints. Oversee external collection agency partners, coordinating daily workflow handoffs, escalations, training, and quality assurance to maintain consistent service and compliance standards. Analyze queue-level and delinquency-bucket data to identify emerging roll-rate trends, investigate root causes, and recommend operational improvements. Coach and develop Collections Specialists through regular one-on-ones, live call monitoring, and calibration sessions, balancing recovery performance with client empathy. Audit client interactions and ensure strict adherence to Canadian federal and provincial collection regulations, including permitted calling hours, contact-frequency limits, and privacy requirements. Identify operational bottlenecks and improve workflows through automation, technology adoption, and more efficient team processes. Requirements: At least 2 years of frontline leadership experience managing collections or outbound recovery teams within a financial institution, fintech company, or collection agency. Strong knowledge of consumer lending and delinquency management, including credit cards, retail banking, payment restructuring, settlements, and insolvency processes. Working knowledge of Canadian collection regulations, particularly permitted calling hours, contact-frequency restrictions, and privacy requirements. Experience optimizing operational processes and leveraging tools such as Zendesk, Workato, and internal automation solutions to reduce manual tasks and improve team efficiency. Practical experience adopting AI and automation tools, including AI-powered call transcription, automated quality scoring, and real-time agent-assist platforms. Strong analytical and data interpretation skills, with the ability to monitor performance across queues, agents, and delinquency categories and adjust daily operations accordingly. Excellent negotiation, conflict resolution, and de-escalation skills, particularly when supporting agents through sensitive, complex, or challenging client conversations. Ability to coach and motivate frontline teams while maintaining high standards of performance, compliance, and client care. Experience coordinating with external collection agencies on workflow handoffs, performance calibration, and quality assurance is an asset. Bilingual proficiency in French and English is a strong asset, particularly for supporting Quebec accounts and conducting call monitoring. Benefits: Competitive annual base salary ranging from CAD $68,000 to CAD $85,000. Equity compensation for permanent employees. Comprehensive health benefits and life insurance. Long-term group savings plan with employer matching. 20 vacation days per year. 4 wellness days and unlimited sick and mental health days, subject to role eligibility. Opportunity to work outside Canada for up to 90 days per year, subject to program eligibility. Employee resource groups and an inclusive, collaborative work environment. Full-time, remote position based in Canada.