Manager Resolutions and Recovery

Fig • Toronto, ON

3d • CA$85,000 - CA$110,000 • Hybrid

About The Position

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. You will also play a key role in developing collections strategies, optimizing operational workflows, leveraging AI and automation, and using data to improve borrower outcomes and portfolio performance. 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.

Requirements

• 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.
• Experience handling escalated borrower complaints, regulatory matters, and complex recovery situations.
• Experience building operational processes, reporting, and performance frameworks.
• Experience leading initiatives focused on operational improvement and performance optimization.
• Strong understanding of Canadian collections regulations, debt recovery practices, and consumer protection requirements.
• Deep understanding of collections KPIs, portfolio performance metrics, and recovery strategies.
• Knowledge of complaint management, vendor governance, and operational risk management.
• Strong leadership and people management skills.
• Exceptional communication, negotiation, and conflict resolution abilities.
• Strong analytical mindset with the ability to translate data into actionable decisions.
• Ability to balance customer experience, compliance, and business objectives.
• Comfortable working in ambiguity and driving change in a fast-growing environment.
• Strong project management and organizational skills.
• Experience with SQL, BI tools, or data analytics platforms.

Nice To Haves

• Bilingual French/English is strongly preferred and considered a major asset.

Responsibilities

• 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.

Benefits

• Competitive compensation: Expected base salary range between $85,000 and $110,00 plus the opportunity to earn an annual incentive bonus tied to performance.
• Retirement savings program: Employer matching to support your long-term financial goals.
• Comprehensive benefits: Medical, dental, and vision group insurance, as well as health and wellness spending accounts.
• Time off: Generous vacation and wellness time to support rest and recharge.
• Parental support: Parental leave top-up to support your growing family.
• Growth and Development: Continuing education stipend to support your professional development.

What This Job Offers

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