Director, Head of Collections and Recovery

About the Opportunity

• Lead the development, execution, and ongoing optimization of collections and recovery strategies across various stages of delinquency.
• Design and enhance customer treatment strategies, segmentation models, contact approaches, and operational workflows to improve cure rates and recovery outcomes.
• Partner with internal stakeholders to identify opportunities to improve portfolio performance, operational efficiency, and customer engagement.
• Monitor portfolio trends and implement data-driven initiatives to address emerging risks and opportunities.

Policy, Governance & Compliance

• Establish and maintain collections and recovery policies, procedures, controls, and governance frameworks.
• Ensure compliance with applicable regulatory requirements, internal controls, and audit standards.
• Develop decisioning frameworks and operational guidelines that support consistent execution across internal teams and external service providers.
• Maintain audit readiness and support internal and external reviews.

Recovery & Loss Mitigation

• Lead recovery and loss mitigation strategies designed to maximize recoveries while maintaining a customer-centric approach.
• Oversee account resolution programs, settlement strategies, exception management processes, and recovery initiatives.
• Evaluate and implement recovery methodologies that support business objectives and portfolio performance targets.
• Partner with Legal and Compliance teams to ensure alignment with applicable regulations and industry standards.

Operational Leadership & Performance Management

• Develop forecasting models, workforce planning methodologies, performance dashboards, and management reporting frameworks.
• Manage departmental budgets, resource planning, and operational performance metrics.
• Establish incentive structures and performance measurement programs that drive accountability and results.
• Deliver regular reporting and recommendations to senior leadership.

Vendor & Partner Management

• Oversee third-party service providers and strategic partners supporting collections and recovery operations.
• Monitor service levels, performance metrics, quality standards, and contractual obligations.
• Implement scorecards and governance processes to drive accountability and continuous improvement.
• Identify and execute opportunities to improve productivity, efficiency, and customer outcomes.

About You

• Bachelor’s degree in Business, Finance, Economics, Risk Management, or a related discipline.
• 10+ years of progressive leadership experience within collections, recoveries, consumer lending, credit risk, or financial services.
• Demonstrated success developing and executing collections and recovery strategies in a regulated environment.
• Strong understanding of delinquency management, loss mitigation, operational governance, and performance optimization.
• Experience leading large teams and managing third-party vendors and service providers.
• Advanced analytical, reporting, and decision-making capabilities.

 

• Salary Range
  $145,000 - $175,000/year

How to Apply
Click the “Apply Now” button and follow the instructions to submit your resume. Please know that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #479504
This position for employment is for a current vacancy with Vaco/Highspring’s client.   You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.

 

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on ca.talent.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual’s skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.