Head, Collections (Canada)

작업 내용

Address

2465 Argentia Rd

Job Family Group

Customer Shared Services

Please Note - this role is open to qualified candidates across Canada

Directs the operations of all Canadian Personal and Commercial (Small Business) lending product Collections activities in the designated jurisdiction, in accordance with all applicable standards, policies and procedures. Achieves all collection and recovery financial goals (i.e., NIX and LLE), and ensures Collections staff provide exemplary customer service. Develops short and long-term strategic goals to ensure the Collections Center in the jurisdiction continues to be a best-in-class operation. Strategies include developing ways to improve i) account delinquency (consistent with the bank’s risk positioning), ii) recovery of accounts to performing status, and iii) the efficiency and effectiveness of the general operations, including the development of appropriate individual performance measurement standards. Ensures the team maintains the required internal control standards, including adherence to regulatory, audit and compliance policies.

Key Accountabilities

• Analyzes/reviews the operating results of jurisdiction Collection Center operations, keeping Line of Business and Risk senior leaders apprised of significant trends or developments on an ongoing basis. Regularly presents Collections outlook of loan loss experience (may report to Board of Directors).
• Manages and controls the preparation of Business Plans for the jurisdiction Collection Centers and monitors the achievement of financial results, and initiates action as necessary to achieve and grow required results.
• Properly exercises approved limits within the groups and delegation of same within guidelines.
• Develops and achieves objectives/targets within the jurisdiction Collection Centers with particular emphasis on i) effectiveness of delinquency penetration, loan loss avoidance and maximizing recoveries, ii) control and monitor the Centers operating expenses and iii) the provision of quality customer service to delinquent Bank borrowers. Ensures professional standards are met by a consistent delivery of the banks brand image to the customer. The Collections Center sphere of responsibility encompasses all consumer lending products for Canadian Personal and Commercial (Small Business) from outset of arrears to write-off and/or abandonment and collateral remarketing.
• Creates a combined collections vision, with a focus on key business drivers and opportunities for short and long term improvement.
• Develops strategies to improve technology and processes and plans to affect positive change.
• Works with other jurisdiction counterpart to design and implement North/South collections solutions including new technology platforms.
• Liaises with and updates Line of Business, Corporate Audit and other Risk Operations groups relative to any changes/revisions to procedures/philosophies, and acts as a key contact with Corporate Compliance and regulatory authorities.
• Tasks direct reports to ensure internal operating procedures/support systems are functional and efficient and geared to maximize recoveries and productivity. Continually works on improving operations through initiatives that improve customer contacts, reduce costs and allow for an exceptional customer experience.
• In tandem with Compliance, Legal, Risk and Internal Audit operating groups communicates any changes to consumer legislation that impacts the business.
• Works closely with other Risk leaders to communicate the economic and financial impacts to the Lines of Business. Disseminates information and makes decisions relative to strategic direction for all Canadian collections activities.
• Acts as a liaison with internal and external parties relative to broader collections matters, including all Federal and Governmental regulating bodies, including the Board of Directors.
• Oversees the processes to establish, contract, manage and audit all third-party collection relationships to maximize their efficiency and cost effectiveness.
• Ensures all consumer issues related to collection activities are managed. The primary focus in the early stage of collection is customer service and retention, prewrite off to reduce potential loss and post write off the focus is towards cost efficiency and maximizing recoveries on bank owned assets (Repossessions and REO’s).
• Manages the overarching talent within Collections by providing direction, guidance, and support either indirectly or directly. Ensures fair and equitable human resource practices are applied, while ensuring employees receive appropriate training and development for career progression.
• Aligns business strategies with departmental goals and objectives, through planning, leadership, and direction to the various teams of staff. Ensures direct management execute plans seamlessly.
• Creates and maintains a high-performance team and work environment by building on the bank’s values and incorporating into everyday use. Provides coaching and advice to direct reports and staff. Ensures career development plans are in place and discussed with employees, strengths and weakness are identified, and plans to close gaps are managed in a proactive, positive, and professional way. Creates a two-way work environment open to dialogue, debate and improvement.
  

Qualifications

• Bachelors Degree or equivalent, Masters degree preferred.
• 15+ years of related experience to ensure an understanding of the Collection Process, Collection Operations, Portfolio Management, Collections and Dialing Platforms, Project Management, Strategic and Contingency Planning, Policies and Procedures
• This position requires Credit Qualification. The incumbent must possess an in-depth level of Credit knowledge and skills and an in-depth level of Portfolio Management knowledge and skills according to the standards established within the Credit Qualification Process Policies & Procedures.
• Knowledge of and ability to set and execute Risk Management practices and strategies.
• Ability to work cross-functionally with Senior most leaders at multiple lines of business groups
• Communication, Personal Effectiveness, People Management, Managing Work Groups, Problem Solving and Decision Making, Presentation Skills, System Design and Analysis, Relationship Management, Collection Administration.
• Effective interpersonal and leadership skills, self-starter, organized, credible, pro-active analytical, goal - oriented.
  

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.