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Senior Manager, Agency Management

Senior Manager, Agency Management

ScotiabankToronto, ON, CA
1 day ago
Job type
  • Full-time
Job description

Requisition ID : 217896

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Purpose

To create and manage outsourced relationships critical to the ScotiaHelps Back-End Unsecured Recovery operational needs and overall success.

To lead the day-to-day Unsecured and Asset Sale Operations team ensuring effective contribution to maximize dollars collected while minimizing collection costs and loan losses.

Accountabilities

  • Manage Performance of Third-Party Outsourcers by :

Overseeing the development, implementation and management of an effective performance reporting program for third party service providers ensuring recoveries are maximized while minimizing cost and risk to the Bank;

  • Working with internal and external partners in sourcing all information required in order to produce meaningful and complete performance reporting;
  • Recommending changes to contracts, market share allocation, pricing and service level agreements;
  • Providing input to GRM for changes to policies;
  • Overseeing production of performance reports in such a manner that all significant KPI’s are captured and reported on and in a format which can be communicated to third party outsourcers and relevant internal partners;
  • Ensuring delivery of audit reviews to third party outsourcers;
  • Working with Outsourcers to resolve service or audit related issues;
  • Proactively identifying ways to improve service levels provided by Outsourcers.
  • Contribute to the overall results and efficiency of the unit by maximizing dollars collected and net recoveries of accounts assigned by :

    • Ensuring the timely assignment of accounts to first and third party agencies;

  • Examining possible recovery methods, the related costs, and potential recoveries;
  • Monitoring efforts of outside resources through direct contact with agencies, solicitors, receivers, consultants, realtors, as required;
  • Within authorized limits, review and accept / decline settlement offers. Where balance exceeds limits, provide recommendation to the Director, Late Stage Collections, Scotia Helps;
  • Responding to inquiries and providing guidance to internal partners or others, as requested;
  • Ensuring that the Asset Sale program runs optimally from an operational perspective, by providing guidance to the Asset Sale Operations Manager on items including but not limited to : identify accounts eligible for debt sale; process accounts sold in a timely manner (WOR, Credit Bureau update, account routing in CACS etc); design a robust and meaningful reporting framework related to asset sales and Insolvency performance
  • Contribute to the orderly administration of the National Collection Centre by :

    • Representing ScotiaHelps in meetings and on projects relating to Third Party Vendors and / or Recovery matters;

  • Providing consultation to all stakeholders and product lines, Office of the President, Ombudsmen’s Office, General Counsel, Branch Network, GRM and other Executive Office departments;
  • Ensuring the identification and reporting of Fraud and Operational Risk matters;
  • Ensuring the maintenance of accurate customer information and collection history;
  • Providing support to the Centre in the effective administration of assigned account portfolios.
  • Lead and develop a team of individuals by :

    • Developing and implementing strategies and plans to recruit, train and develop  staff on an on-going basis to enhance skills, knowledge and abilities;

  • Championing an environment that promotes employee satisfaction, team leadership, team focus, and relationship building;
  • Providing coaching and guidance to Direct reports around Performance Management;
  • Recognizing opportunities to improve personal competencies and implementing action steps to enhance  those competencies;
  • Providing consistent and proactive communication upward and downward, both verbal and written following the RSC Communication Protocol;
  • Ensuring service is conducted in a consistent manner using application of established Service Standards;
  • Establishing annual objectives that effectively support and closely align with those of the customer  and stakeholders.

    • Education / Experience / Other Information :

  • University / College degree in Business, Accounting, Finance, Business Management or with a minimum of 5 years of relevant experience or Undergraduate Degree with a minimum of 3 years in a relevant position or combination of formal education and relevant work experience.
  • Expert knowledge of retail credit policies and related operating procedures.
  • Above average organizational and motivational skills to effectively utilize the Agency & Recovery staff to obtain maximum volumes within strict time frames while adhering to Bank policies.
  • Proven communication skills, oral and written, as well as sound negotiation skills to effectively handle inquiries, escalated calls or customer complaints.
  • Ability to work in a high-volume environment with strict service standards and diversity of programs.
  • Sound knowledge of :

    • The Bank’s retail credit and risk policies, as well as loan documentation, and audit discipline.

  • Internal systems and applications that support the Unit’s processes (Preferred)
  • Thorough knowledge of :

    • The Bank’s Regulatory and Compliance requirements as they relate to collection processes, including Privacy, Anti-Money Laundering (AML) / Anti-Terrorist Financing; and Know your Customer (KYC) requirements.

  • Good understanding of the Bank’s collection culture.
  • Effective communication and interpersonal skills are necessary for professional interactions with customers, partners and business lines to ensure a high level of credibility.
  • Must be organized and be an effective decision maker to meet the demands of a high-volume environment

    • Working Conditions :

  • Work in a hybrid office-based environment; non-standard hours are a common occurrence.  Limited travel domestically / internationally / globally. The position is primarily non-physical with intermittent periods of sitting and standing. The work conducted is primarily on a computer. One-on-one coaching of direct reports requires well-developed listening skills and concentration.

    • Location(s) :  Canada : Ontario : Toronto

    Scotiabank is a leading bank in the Americas. Guided by our purpose : "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

    At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here . Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.