One of Canada’s oldest and most respected debt solution providers. We help people get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 250 employees working across Canada and has helped over 100,000+ Canadians get out of debt.
And now, we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals.
Join us in better serving the growing number of Canadians who are in need of help.
Position Summary
The Manager, Collections (internally known as Manager Consumer Proposal Retention) plays a critical role within the Client Management Centre (CMC), responsible for leading a team to proactively and collaboratively manage and maintain accounts in good standing through leading the development, optimization, and execution of contact tools and strategies. Reporting to the Director Consumer Proposal Centre of Excellence, this role is pivotal in enhancing operational efficiency, team performance, and client experience within our Collections Team. The successful candidate will leverage technology, data insights, and process improvements to drive collections effectiveness and ensure compliance with industry best practices.
Responsibilities
Manage the daily operations of the Consumer Proposal Retention (CPR) team within the Consumer Proposal COE, overseeing the collections process, ensuring timely follow-up on overdue accounts and negotiating payment arrangements.
Ensure timely and accurate completion of operational tasks in compliance with established service-level agreements and internal controls.
Monitor team performance against defined targets and KPIs; escalate risks or issues to the Director.
Enforce best practices for collections processes to optimize recovery rates and client interactions.
Act as a player-coach, engaging directly with our customers when escalations are warranted
Provide input on workload balancing, resourcing needs, and operational bottlenecks.
Participate in continuous improvement activities by identifying pain points and proposing process enhancements or technology solutions.
Support the implementation and adoption of new initiatives, programs and operational procedures.
Supervise and support the work of team members, fostering an environment of accountability and collaboration.
Conduct regular one-on-one meetings, coaching sessions, and performance discussions to support individual development.
Conduct team meetings to update team members on best practices, task related action plans and delivery expectations.
Oversee the scheduling, organizing shift coverage and the approval of time off requests, to ensure proper coverage.
Support recruitment, onboarding, and training of new staff within the team, ensuring collections agents are proficient in using tools and executing strategies effectively.
Model professionalism and maintain high ethical standards.
Collaborate with other functional teams within the CMC to ensure smooth handoffs and consistent service delivery.
Communicate process updates, challenges, or operational changes to relevant internal stakeholders.
Qualifications
Post-secondary education or related equivalent experience in a collections or service delivery environment, preferably in insolvency, financial services, or legal support.
5+ years of experience in collections, contact operations, or a related role.
Proven success in managing and implementing contact tools and technologies to improve collections performance.
Expertise with contact systems, including CRM platforms, IVR, auto-dialers, and AI-driven solutions.
Proficiency in data analytics tools and reporting systems (e.g., Excel, Power BI, SQL).
Strong organizational, problem-solving and time management skills, with the ability to manage multiple priorities.
Familiarity with process documentation and continuous improvement methodologies.
Strong interpersonal and communication skills (verbal and written).
Comfortable working in a structured, metrics-driven environment.
Our Culture at Farber
At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.
Farber encourages applications from all qualified candidates who represent the diversity of Canada.
If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.
We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.