Managing Director - Collections Strategy and Performance

Final date to receive applications:

01/30/2026

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

Join a pioneering team shaping the future of Canadian Retail Credit Strategies.

We're building next-generation, end-to-end credit solutions that span the entire lifecycle-from acquisition and account management to collections-anchored in a holistic Lending Decision Strategy and aligned with Canadian Personal & Business Banking (P&BB) priorities. Our approach combines cutting-edge decisioning software, advanced decision trees, and innovative credit models to deliver smarter, faster, and more customer-centric outcomes. This is your opportunity to influence credit cycles using modern modeling techniques and best-in-class decisioning applications, all within a high-performance, customer-focused environment.

If you're passionate about leveraging data, technology, and strategy to transform lending decisions and drive meaningful impact across Canadian P&BB, this is the team for you. Develops and maintains risk decision-support strategies using analytical solutions to enable high-quality, fact-based decisions for a designated risk portfolio. Supports the development of the strategy and roadmap for data quality, data analytics, data modeling, reporting, business intelligence, and the design and development of sophisticated decision support tools.

Leads the development of collection strategies across all retail credit product suites (i.e. Unsecured Lending, Real Estate Secured Lending or Business Banking) subject to 2

LOD oversight, review and effective challenge, to minimize losses across CDN P&BB clients and optimize risk-return outcomes within prescribed Board approved risk appetite. Collaborates with the retail product credit strategy leads and NA P&BB Collections to proactively manage collection activities and streamline products and processes to improve customer experience, delinquency prevention, collection effectiveness, and minimize costs. Develops best-in-class collections capabilities supporting execution and driving ongoing success of collection strategies.

• Develops, monitors, and optimizes collection strategies, tools and capabilities to mitigate risk of losses
• Designs and implements controls and pre-delinquency strategies to drive repayment while optimizing the customer experience and lifecycle journey
• Identifies customer segments by risk level to ensure appropriate resourcing and targeted pre-DQ and collections offers
• Defines business requirements for new/updated Collections models, collaborating with Modeling during development to ensure models are effective
• Develops new offers and refines existing offers, detailing offer types and permutations by customer segment
• Seeks 2nd line oversight, review and effective challenge of collections strategies and plans
• Defines a framework for proactive/sequenced collections management and next best offer presentation and develops a "placemat" strategy (i.e. updates to channel and delivery strategies including sequencing/timing) to ensure an effective collections process
• Designs and executes A/B testing (methodology, random number allocation, etc.) to identify collection scenario performance difference and inform strategies, processes and offers
• Monitors strategy results vs. expectations, making continuous "real-time" adjustments if under/over performance observed
• Predicts changes to capacity & tooling requirements based on portfolio shifts (e.g., higher volume of delinquencies); communicates changes proactively to Collections Operations to support capacity planning & tooling
• Incorporates Collections inputs elsewhere in credit ecosystem (e.g., inputs to 2nd line loss forecasting, feedback loops to future strategy, integrate learnings into Acquisitions, PM, FPF strategies) to drive effectiveness and optimize customer experience
• Provides Collections governance and controls reporting and present information and insights in risk committees/leadership forums; investigates ad-hoc performance questions providing decision support as required
• Provides analytical and process redesign support to remediation of Collections operational and performance issues (e.g., processing backlogs/errors)
• Adjusts strategies to support remediation issues and address root cause assessment, as needed
• Defines recoveries portfolio strategy incl. mix / allocation to in-house recoveries, 3rd party agencies, debt sales, and legal action options
• Optimizes debt inventory levels based on macro factors
• Creates business case, authors request, and drives process for investment decision making (e.g., TIP investment processes, volume-driven NIX allocation)
• Within the mandate of this role, promotes and supports the Bank's risk culture including ensuring employees understand their accountabilities for risk-taking activities, promoting an environment of open communication and effective challenge, and establishing the "tone from the top" through leading by example.
• Complies with the Bank's Risk Appetite framework and ensures…