Mgr, Collections & Recovery

Job title: Mgr, Collections & Recovery

Job description: At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

Reporting to the Director of Operations, the Manager of Collections and Recoveries has ownership and accountability for the design and day to day operations and performance of delinquent and charged off credit card accounts issued by Rogers Bank.

Managing third party service providers responsible for service delivery and leveraging internal resources, ensuring program design is optimized to deliver the needs of the business with processing accuracy, meeting compliance and regulatory requirements, while providing the services on budget, and providing an excellent customer experience for Rogers’ customers.

The role is accountable for: Collections and Recoveries account servicing and strategies. Elements include Program Design, Information Security, Business Continuity Planning and Testing, Operational Risk, Collections related Customer Complaint Resolution, Problem Identification and Resolution, Operational Reporting, User System Access Controls and Governance, Audit, and Vendor Management including Vendor Performance and Service Levels.

What you’ll do:

• A key stakeholder in the design, development, implementation, and operation of current and future business service delivery needs of the organization. The role is critical in the strategy, design, budget, and prioritization of collections activities and related reporting.
• Identify and implement systems and processes to enhance the customer experience to allow greater customer self-service and bring to market new systems capabilities.
• Accountable for leading the development and implementation of collection and recovery strategies to ensure credit losses and recoveries are managed to plan, and that internal and external collections practices are in accordance with the Bank’s risk appetite while minimizing customer friction.
• Be a first point of contact for collections related matters and customer escalations.
• Responsible for defining and implementing controls that can be monitored and measured for sound operational oversight and ensuring adherence in accordance with regulatory requirements and industry practices.
• The incumbent will have expert level skills in collection strategy and production in addition to a broad recovery agency management background. Ability to work effectively in a highly collaborative matrix management environment.
• Anticipate, design, and implement new business processes and systems in support of proposed regulatory changes to ensure regulatory compliance. Involved in new projects to ensure program design is optimized to provide high quality and cost-effective service delivery that meets regulatory, business, and customer expectations.
• Development and documentation of operational process flows, balancing and audit functions, and standard operating procedures to be followed.
• Budgeting and planning in terms of implementation and run mode costs. Development of and use of detailed forecasting tools to predict future usage/consumption for budget considerations and proactively identify the need to explore new partners and design to reduce costs. Oversee the creation of weekly, monthly, quarterly, and annual reports and provide performance trend analysis in support of the Bank’s business objectives.
• Define service levels and develop methods for evaluating operational performance to assess potential performance issues/opportunities. Develop reconciliation methods between vendors to ensure compliance and agreement with metrics. Quality assurance of vendor performance by way of business reviews, audits, and onsite and remote inspections.
• Assess business risks pertaining to outsourcing arrangements and develop mitigating controls and a monitoring program for each process and related service providers.
• Knowledge of market tools and system capabilities incorporating industry best practices based on business needs to bring enhancements to market. Ensuring that solutions are operationally and technologically sound and can be well integrated into business processes.
• Strong communication, relationship, and negotiation skills to develop new and maintain effective partnerships including negotiating contracts and related processing SLAs. A track record of success in developing and managing a performance-based culture of service providers.
• Identification of and delivery of process improvements to drive operational efficiencies, new system capabilities, and enhanced customer experiences.
• Proactively manage in terms of problem identification, tracking, and resolution with service providers. Coordination and communication of planned vendor system outages.
• On rotation for 24/7/365 after hours production issue identification and resolution.
• Other duties as assigned.

What you’ll bring:

• University under-graduate degree or college diploma.
• A minimum of 5 years in credit card management with direct collections and recoveries experience, preferably in an outsource service provider environment.
• Knowledge of Canadian compliance and regulatory requirements and experience and aptitude for defining and implementing controls for sound operational oversight.
• Working knowledge of industry standard management tools, processes and frameworks.
• Understanding of industry tools and service delivery platforms to support the full customer lifecycle from time of initial delinquency to charge-off and recovery.
• Strong negotiation and communication skills.
• Exceptional organizational and time management skills.
• Ability to adapt and reprioritize in a fast-paced, changing work environment.
• A natural aptitude for innovation and process improvement.

Strong ability to work cross-functionally.

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.

Please click to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 350 Bloor Street East (299), Toronto, ON
Travel Requirements: None
Posting Category/Function: Banking & Operations
Requisition ID: 251810

Together, we’ll make more possible, and these six shared values guide and define our work: * Our people are at the heart of our success

• Our customers come first. They inspire everything we do
• We do what’s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .

Posting Notes: Corporate

Company: Rogers Communications

Expected salary:

Location: Toronto, ON

Job date: Sat, 06 Nov 2021 23:02:04 GMT

Job Source: Careerjet.ca

Click Here to Apply