Collections Manager

Who We Are

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart—Canada's largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

We've Got You Covered

• Compensation Philosophy: Our strategy is simple—we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose.
• Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success.
• Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges.
• Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you're set for the long haul.
• Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day.
• Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions.
  
  

The Job: Collections Manager

We're looking for a strategic and driven Collections Manager to lead our internal and BPO collections operations across all products, including loans, check cashing, and insurance. Reporting to the Director of Collections, this role oversees day-to-day collection activities, agent performance, dialer management, and compliance, with the ultimate goal of maximizing recovery while maintaining a customer-first mindset.

This is a hands-on leadership role for someone who thrives in a data-driven, compliance-sensitive, fast-paced environment and can influence strategy, drive process improvements, and lead high-performing teams.

What You'll Do

Lead the Team:

• Direct and support a team of internal and external collections agents.
• Provide coaching, performance reviews, and career development support.
• Create a performance-driven culture with clear KPIs, incentive structures, and accountability programs.
  
  

Drive Strategy & Recovery:

• Develop and continuously refine collections strategies, policies, and workflows to improve recovery across early, late-stage, and charged-off delinquent accounts.
• Ensure strategy aligns with compliance standards and customer experience goals.
  
  

Ensure Quality & Compliance:

• Oversee call monitoring, QA processes, and script adherence.
• Partner with QA and Legal teams to implement audit insights and regulatory protocols.
• Ensure compliance with all regulatory requirements, scripts, and tone standards.
  
  

Manage BPOs and Partnerships:

• Oversee third-party collection vendors, ensuring alignment with internal expectations and performance metrics.
• Resolve escalated or complex customer issues in collaboration with Legal, Finance, and Customer Service teams.
  
  

Monitor Performance & Trends:

• Analyze team performance data, customer behavior, and recovery rates.
• Make recommendations on staffing, training, and process adjustments based on trends and QA findings.
  
  

Collaborate Across the Business:

• Work cross-functionally with departments such as Legal, Finance, QA, and Retail Operations to resolve escalations and enhance processes.
• Deliver insights and recommendations to senior leadership to inform broader business strategy.
  
  

What You'll Bring to the Table

• Proven experience managing large teams in collections, preferably in financial services
• Deep understanding of collections practices, regulations, and customer-centric recovery techniques
• Strong leadership and coaching skills with a track record of building high-performing teams
• Excellent problem-solving, negotiation, and communication skills
• Ability to interpret performance data and drive operational improvements
• Skilled at balancing operational efficiency, compliance, and customer experience
• Comfortable making personnel decisions including hiring, coaching, and termination
• Ability to collaborate effectively with internal stakeholders and third-party vendors
• Strategic thinker who can translate QA insights into actionable improvements
  
  

Education + Experience

• Bachelor's degree required; a Master's degree is an asset
• Minimum 5 years of relevant experience in collections, with 10+ years preferred
• Mid to senior-level management experience required
• Certification from the Credit Institute of Canada preferred
• Experience managing BPO relationships and large teams (13 direct reports, 20 indirect)
• Demonstrated success working in high-volume, fast-paced environments
  
  

Ready to lead a high-impact team and make a difference in the lives of our customers? Apply today and let's build the future of MFSG, together.

#SJ