Manager Resolutions and Recovery

About Fig

Fig is a Canadian fintech making personal lending simpler, faster, and more accessible for Canadians. We offer fully digital personal loans, helping customers apply in minutes and receive decisions quickly, without paperwork, branch visits, or long delays. Since launching in 2023, we’ve grown quickly and earned recognition including Consumer Lender of the Year and Fin Tech Startup of the Year. We’re proud to be consistently ranked among Canada’s Best Workplaces, with a 4.8/5 Trustpilot rating from our customers.

Supported by Fairstone Bank of Canada and Ontario Teachers’ Pension Plan, we combine deep lending expertise with the agility of a startup.

As a Manager, Resolutions & Recovery at Fig, you will lead the day-to-day execution of our collections, recoveries, and borrower resolution operations. You will be responsible for driving performance across internal and external recovery channels while ensuring compliance, operational excellence, and a customer‑centric approach to collections.

This is a highly visible leadership role that sits at the intersection of Operations, Risk, Compliance, Product, Data, and Customer Experience. You will oversee recovery strategies, vendor performance, escalations, complaint management, and operational execution while helping shape the future of Fig's collections and recovery function.

Reporting to the Director Resolutions & Recovery, you will lead a team responsible for borrower resolutions, vendor oversight, complaint investigations, and recovery operations.

This role is ideal for a strong operator who combines collections expertise, leadership capabilities, analytical thinking, and a passion for continuous improvement. This posting is for an exiting role.

• Manage day-to-day recovery operations across internal and external collections channels.
• Drive portfolio performance across delinquency, cure rates, liquidation rates, roll rates, and recoveries.
• Support the development and execution of collections strategies throughout the borrower lifecycle.
• Identify operational gaps and implement process improvements to improve recovery outcomes.

• Own relationships with third‑party collection agencies, legal recovery partners, and other external vendors.
• Conduct regular business reviews and performance assessments with vendors.
• Establish and monitor vendor scorecards, KPIs, SLAs, and compliance requirements.
• Hold vendors accountable for performance, customer experience, and regulatory compliance.

• Oversee complex borrower escalations, complaints, disputes.
• Partner with Compliance and Legal teams on sensitive or high‑risk matters.
• Ensure fair and consistent borrower treatment while protecting business objectives.

• Analyze portfolio performance, delinquency trends, and recovery outcomes.
• Build and present reporting to senior leadership.
• Partner with Data and Analytics teams to develop dashboards, reporting frameworks, and operational insights.
• Use data to make informed decisions and prioritize initiatives.

• Identify opportunities to improve collections operations through automation, AI, and workflow optimization.
• Partner with Product and Engineering teams to improve tooling and borrower experiences.
• Support the implementation of AI‑driven quality assurance, call review, complaint detection, and recovery optimization solutions.
• Champion innovation across the collections and recoveries function.

• Collaborate with Risk, Compliance, Operations, Product, Legal, Customer Experience, and Data teams.
• Contribute to policy development, governance initiatives, and operational planning.
• Support strategic projects and organizational priorities as the company continues to scale.

• 5+ years of collections, recoveries, resolutions, or servicing experience within financial services, lending, banking, or fintech.
• 2+ years of people leadership experience.
• Experience managing third‑party collections agencies and recovery vendors.
• Exp…