Director of 3rd Party Operations; Collections & Recoveries

Position Overview

We are hiring an experienced operations leader to run multiple client portfolios and drive performance across collections, recoveries and post‑charge‑off segments. You will partner with Senior Management to translate company vision into operational strategy, own P&L and SLAs for your portfolios, build high‑performing teams, and ensure excellent client service and regulatory/compliance delivery.

• Set strategy and objectives for multiple client groups/portfolios, ensuring delivery against SLAs and contractual requirements.
• Own operational performance, budgets, monthly forecasts, revenue and expense reporting for portfolios.
• Manage collections, recoveries and post‑charge‑off activities to maximize recovery rates, control costs and limit operational risk.
• Recruit, coach and develop managers and front‑line teams; set schedules and staffing levels using resource planning best practices.
• Monitor and analyze performance metrics; implement process improvements and productivity initiatives.
• Ensure accurate, timely client reporting, billing and internal reporting.
• Maintain facilities, tools and inventory to support efficient operations.
• Oversee compliance and regulatory obligations (including implementation/oversight of frameworks such as SMCR where applicable).
• Serve as a client‑facing leader, developing strong professional relationships and representing the company’s mission and values.
• Other duties as assigned.

• 8+ years of progressive operations experience, with a minimum of 5 years managing collections, recoveries and/or post‑charge‑off portfolios.
• At least 3 years in a senior leadership role with responsibility for P&L, client relationships and multi‑team operations.
• Deep knowledge of collections strategies, recovery tactics, skip tracing, charge‑off management and related regulatory/compliance issues.
• Proven track record meeting/exceeding SLAs and KPI targets.
• Strong financial acumen: forecasting, budgeting and margin management.
• Exceptional people leadership: hiring, performance management, coaching and talent development.
• Excellent client management and communication skills.
• Experience with workflow and performance management systems used in collections/recoveries.
• Post‑charge‑off operational experience is essential.

• Salary: CAD 70,000 – 90,000 annually (depending on experience).
• Office
  
  Location:
  
  Barrie, Ontario (55 Mulcaster Street, Suite 600, Barrie, Ontario, L4M 0J4).
• Work Model: Hybrid (combination of in‑office and remote work).
• Growth opportunities and comprehensive training.
• Team‑oriented culture with a focus on diversity and inclusion.
• State‑of‑the‑art offices and rewarding work environment.

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.