Director of Third-Party Operations; Collections & Recoveries

Director of Third‑Party Operations (Collections & Recoveries)

Location:

Barrie, Ontario (55 Mulcaster Street, Suite 600, Barrie, Ontario, L4M 0J4)

Work Model:
Hybrid (at least 3 times in office)

Salary: CAD 80,000 – 100,000 (Depending on Experience)

• Lead a third‑party/BPO network that directly impacts client recoveries, cost‑to‑collect, and revenue across pre‑ and post‑charge‑off segments.
• Be the primary client and vendor contact for delivery, governance, reporting, and continuous improvement.
• Own third‑party strategy across North America: design the vendor portfolio (on/off/near‑shore), run RFPs, negotiate MSAs/SOWs, set SLAs/KPIs, and implement rigorous vendor governance and scorecards.
• Manage P&L, forecasting and ROI: budgets, margin, placement strategy, capacity, and cost‑to‑collect across internal teams and external partners.
• Drive collections/recoveries and post‑charge‑off results; implement test‑and‑learn frameworks (champion/challenger) across dialer, digital, and legal strategies.
• Build a future‑state reporting stack and data governance (single source of truth, automated QC, SLA dashboards, client‑ready insights, metadata/data dictionary).
• Deploy conversational AI/voicebots/chatbots, speech analytics, QA automation, propensity/risk models, workflow/RPA, and next‑best‑action; partner with Data/IT on integration, APIs, and model governance.
• Set capacity plans and schedules across vendors and internal teams; ensure tools, facilities, and inventory support efficient operations.
• Serve as the executive point of contact for delivery, quarterly business reviews, and continuous improvement roadmaps.
• Hire, coach, and develop leaders; define operating rhythms, playbooks, and OKRs to scale a high‑performing function.

• 5+ years in collections/recoveries operations with 3rd‑party/BPO vendor management; 5+ years leading pre‑ and post‑charge‑off portfolios.
• 3+ years in senior leadership owning P&L, SLAs, and multi‑site or multi‑vendor delivery.
• Proven record building or transforming a third‑party program (selection, onboarding, governance, performance uplift).
• Deep domain knowledge: collections strategies, recoveries, skip tracing, charge‑off/legal workflows, and regulatory/compliance frameworks.
• Tech‑savvy and AI‑forward: hands‑on experience deploying automation, speech analytics, conversational AI, RPA/workflow tools, and A/B testing in production.
• Expertise in KPI design and client reporting; proficiency with BI tools (Power BI, Tableau, Looker), data visualization, and partnering on data pipelines; basic SQL a plus.
• Tools familiarity: collections platforms (FICO Debt Manager, Katabat), dialer/CX (Genesys, NICE CXone, Five9/TCN), speech analytics/QA (Call Miner, Verint), workflow/RPA (UiPath).
• Strong financial acumen: forecasting, budgeting, unit economics, and vendor ROI optimization.
• Exceptional leadership: hiring, coaching, performance management; clear communicator with clients and executives.

• Certifications:
  
  Lean Six Sigma, PMP, or relevant data/AI certifications.
• Experience with data privacy, model risk governance, and secure integrations in regulated environments.

At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.