Director of Third-Party Operations (Collections & Recoveries)

Bill Gosling Outsourcing • Barrie, ON

10d • CA$80,000 - CA$100,000 • Hybrid

About The Position

Join a Team That’s Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results! We are hiring an experienced Director of Third-Party Operations (Collections & Recoveries) — BPO, AI & Reporting Transformation from the BPO space to run and scale a high‑performing vendor ecosystem across live collections, recoveries, and post‑charge‑off portfolios.

Requirements

• 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.
• Expert in KPI design and client reporting; proficiency with BI tools (e.g., Power BI/Tableau/Looker), data visualization, and partnering on data pipelines; basic SQL a plus.
• Tools familiarity (examples): collections platforms (e.g., FICO Debt Manager, Katabat), dialer/CX (e.g., Genesys, NICE CXone, Five9/TCN), speech analytics/QA (e.g., CallMiner, Verint), workflow/RPA (e.g., UiPath).
• Strong financial acumen: forecasting, budgeting, unit economics, and vendor ROI optimization.
• Exceptional leadership: hiring, coaching, performance management; clear communicator with clients and executives.

Nice To Haves

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

Responsibilities

• 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 budgets and margin, optimize 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.

Benefits

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.
• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.
• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.
• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.
• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.
• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.
• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed