Manager Resolutions and Recovery
$85,000–$110,000 year
Hybrid · Toronto, Ontario, Canada
Job Summary
Manager, Resolutions & Recovery at Fig leads day-to-day collections and borrower-resolution operations across internal and external channels, driving portfolio performance (delinquency, cure, liquidation, roll rates) while ensuring compliance and customer-centric outcomes. The role oversees vendor relationships and performance, escalations and complaint resolution, analytics-driven improvements, and the adoption of AI and automation to optimize workflows. The candidate partners with Compliance, Legal, Product, Data, and Engineering, develops collections strategies across the borrower lifecycle, and reports to senior leadership. The position emphasizes cross-functional leadership, data-informed decision making, and a hybrid work setup (one day per week in Toronto). The team focuses on operational excellence, risk management, and continuous improvement within a growing Canadian fintech context.
Required Qualifications
- 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
- Knowledge of Canadian collections regulations, debt recovery practices, and consumer protection requirements
- 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
- Bilingual French/English is strongly preferred and considered a major asset
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.