Manager, Default Resolution

taq | SCI Lease Corp.•Markham, ON

About The Position

We’re looking for an experienced, people-first leader to join SCI Lease Corp (an Auto Financial Services company) as Manager, Default Resolution. In this role, you will lead two teams Insurance Default Management and Collections & Recovery driving timely, compliant, and customer-focused resolution of defaulted and past-due accounts. You’ll oversee end-to-end default strategies (from early intervention through recovery), remove roadblocks for your teams, and partner across the business to continuously improve outcomes, controls, and the customer experience.

Requirements

3+ years of people leadership experience (supervisory/management), including coaching and performance management
5+ years of experience in collections, recovery, and/or default management (automotive finance/leasing experience preferred)
Bachelor’s degree or equivalent combination of education and relevant work experience
Proficient in Microsoft Office with intermediate to advanced Excel skills; comfortable producing KPI reporting and dashboards

Nice To Haves

Thorough knowledge of collections and recovery processes, default management practices, and related compliance requirements
Proven leader with experience managing multiple teams and/or functions
Experience with insurance claim coordination and/or default insurance processes is an asset
Strong judgment, discretion, and diplomacy when handling sensitive customer and vendor interactions
Analytical and strategic thinker—able to translate data and trends into action plans that improve delinquency and recovery performance
Proactive problem-solver with a continuous improvement mindset (process, controls, and customer experience)
Confident communicator who can influence stakeholders and drive alignment across teams
Advanced negotiation and conflict resolution skills
Highly adaptable and comfortable operating in a fast-paced, metrics-driven environment
Detail-oriented and organized; able to manage multiple priorities while maintaining strong quality and compliance standards
Strong stakeholder management skills; comfortable engaging with vendors, insurers, and internal partners
Strong customer service mindset with the ability to balance empathy and firm resolution
French/English bilingualism considered an asset

Responsibilities

Lead, support, and develop two high-performing teams (Insurance Default Management and Collections & Recovery) through coaching, performance management, and clear expectations
Oversee end-to-end default resolution workflows, from early-stage delinquency through default, insurance claim coordination (where applicable), recovery, and account closure
Provide day-to-day leadership support, including handling escalations, reviewing complex files, and guiding strategy on high-risk/high-value accounts
Maintain strong working knowledge of collections, recovery, and insurance/default management best practices and apply them to improve results
Ensure adherence to departmental vision, strategy, and service standards while balancing customer experience, risk, and recovery performance
Monitor team engagement and morale; actively listen to feedback and foster a collaborative, accountable culture across both teams
Own and continuously improve training material, job aids, and standard operating procedures (SOPs) for default resolution, including insurance and recovery processes
Partner cross-functionally (Lease Services, Lease Maturity, Legal, Risk, Reporting, and Finance) to improve aligned workflows, controls, and policies that support effective default resolution
Set, track, and communicate performance objectives and KPIs (delinquency, default cure rates, roll rates, recoveries, and compliance measures)
Build and execute team improvement plans, including workflow optimization, quality controls, and targeted coaching to improve outcomes
Prepare weekly/monthly dashboards and ad hoc reporting to support decision-making, trend analysis, and executive updates
Complete other duties and special projects as assigned.