Job Description

Responsibilities: 

• Cultivate a culture of excellence and continuous learning, fostering employee engagement and performance.
• Develop talent acquisition and succession plans, providing coaching and development for team supervisors.
• Oversee collection/recovery activities, optimizing service quality while minimizing delinquency and losses.
• Manage vendor relationships and collaborate with stakeholders to align objectives.
• Lead customer transition phases, identifying opportunities for cross-selling and loyalty building.
• Strategic:
• Collaborate with leadership to develop business strategy and ensure customer-centric operations.
• Drive harmonization of customer-facing processes across markets.
• Identify and mitigate risks, recommending changes to policies and procedures.
• Advocate for the Canadian market and contribute to strategic projects.
• Operational:
• Ensure customer-centricity across all touchpoints, defining multi-channel interaction experiences.
• Implement initiatives to support advocacy objectives and KPIs, monitoring and adapting plans as needed.
• Own process improvement initiatives, ensuring compliance with laws and regulations.
• Drive employee engagement and act as a VWFS Customer Ambassador.
• Budget, Finance, and Administration:
• Develop and manage department budgets, focusing on cost optimization and risk mitigation.

Qualifications: 

• Bachelor's degree in business discipline required. 
• 5-7 years of experience in auto financing/financing
• Call Centre management experience
• Management of large team
• Availability after regular hours and occasional travel required.
• Strong English communication skills, both oral and written. It is an asset to be bilingual in French.