Manager, Collections

Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We go to market under the service brands Hyundai Motor Finance, Kia Finance and Genesis Finance. Through a network of over 450 Hyundai and Kia dealerships and 30 Genesis distributors nationwide, we provide indirect vehicle financing and leasing solutions to consumers and commercial customers.

Employee Value Prop and Culture: Our employees contribute every day to a culture that is fast-paced, dynamic, energized, agile, and collaborative. From our employee programs to the unique design of our offices, we strive to create a connected, fun, positive, and rewarding workplace where employees feel appreciated, proud of their company, and deeply invested in HCCA’s success.

Global One Company: Many countries. One identity. Hyundai Capital has offices around the world, including South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our work environments follow consistent themes that represent our global values: simplicity, collaboration, symmetry, and elements of nature.

Position Details: The Collections Manager oversees the collections team to ensure effective debt recovery and strong customer relationships, guiding associates in developing phone-based negotiation and collections skills while monitoring key performance metrics like average handling time and promises to pay. Call monitoring is a vital tool for assessing and improving individual and team performance through targeted coaching. This role also leads collections projects and specialty activities, ensuring alignment with company goals. By optimizing processes, implementing efficient strategies, and driving improvements, the manager maximizes collections performance while fostering team development and operational excellence.­

Duties & Responsibilities:

• Constant call monitoring of collection calls in order to develop skills to succeed (collection techniques, negotiation, emotional intelligence, etc.)
• ­Bi-weekly 1:1 meetings to confirm employee engagement as well as to review performance
• Make certain that associates adhere to all approved policies and procedures
• ­Schedules management (shift definition, vacation approval, illness, etc.) as well as shift adherence
• ­Performance measurement and analysis both as a team and individually
• ­Implementation of the approved collection strategy (calls, emails, SMS)
• Management and implementation of dialer campaigns, including lists creation and assignment, all based on the overall collection strategy
• Coordinate the management of the predictive dialer (open/close groups, assign lists, etc.)
• ­Create a weekly collection approach based on current performance standings
• ­Efficient and timely management of complaints and escalations
• ­Lead 15-min weekly huddles to ensure adherence to procedures and understand in detail the behaviour of customers in delinquency
• ­Monthly Business Reporting execution
• ­Attend to system issues and escalate as appropriate
• ­Collaborate with other teams, contribute to corporate goals and increase customer satisfaction
• ­Lead the design of business requirement documents and ensure their accuracy
• Coordinate the design of test cases and lead the execution of UAT testing
• ­Follow up on open items with IT
• ­Lead the PROD deployment from an Operations perspective
• ­Ensure all collections procedures are aligned with policy and propose applicable changes as required
• Execute all applicable contingency plans as required
• ­Own the Collections policy and ensure it is regularly updated as well as enforced by all corresponding parties