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Job Description - Sr. Manager, Collections Strategy (2600005J) Job Description Sr. Manager, Collections Strategy - ( 2600005J ) Description Who We Are: Hyundai Capital Canada (HCCA) is the Canadian captive finance business for Hyundai Motor Group. We operate under the service brands Hyundai Motor Finance, Kia Motors Finance, and Genesis Finance. Through a network of over 400 Hyundai and Kia dealerships across Canada, we provide indirect vehicle financing and leasing solutions to both consumer and commercial customers. Employee Value Prop and Culture: We foster a fast-paced, dynamic, agile, energized, and collaborative culture. Our employee programs and office design aim to create a connected, fun, positive, and rewarding environment where employees feel appreciated, proud of the company, and invested in HCCAs success. Global One Company: Hyundai Capital operates globally with offices in South Korea, the United States, China, the United Kingdom, Germany, and Brazil. Our workplaces follow consistent themes that reflect our values: simplicity, collaboration, nature-inspired design, and symmetry. Position Details: The Manager, Collections Strategy is responsible for designing, executing, and optimizing end-to-end strategies that improve collections performance across all delinquency stages. The role ensures that treatment paths, contact strategies, segmentation approaches, and decisioning frameworks are accurate, compliant, and executable. This position provides strategic leadership that balances recovery, customer experience, and credit risk while reducing avoidable losses and repossessions. The role works closely with Operations, Risk, Compliance, Legal, and IT to translate analytical insights into treatment strategies, champion challenger testing, and policy improvements. The role also oversees strategy for special situations and post-charge-off recovery, ensuring alignment with corporate objectives, regulatory expectations, and vendor governance standards. Roles and Responsibilities: 1. CONTACT STRATEGY & DIALER PERFORMANCE MANAGEMENT: Design and optimize omnichannel contact strategies across all delinquency stages, leveraging voice, SMS, AI bots, and other digital channels to maximize engagement and resolution. Own predictive dialer strategy: modes, list logic, penetration, RPC optimization, retry rules, suppressions (including insolvency, deceased, total-loss flags), and day/time effectiveness. Lead contact strategy governance routines with Collection team, ensuring consistency and performance alignment. Define call-outcome logic and next-action decisioning, enabling intelligent workflows and improved customer experience. Partner with Risk and Collection teams to build segmentation models (propensity-to-pay, roll-risk, affordability, fraud/contactability, etc.) as well as to design champion/challengers, KPI selection, impact measurement, and scaling. Publish portfolio insights on roll-rate shifts, cure performance, loss forecasting impacts, and testing outcomes. Convert analytics into executable treatment strategies for front-line operations and vendors. Ensure segmentation integrates deceased, insolvency, total-loss, and hardship flags into suppression/exemption logic. Govern repossession decisioning: initiation/deferral rules, hardship exceptions, disputes, reinstatement logic, suppression criteria (insolvency, deceased), and provincial compliance. Define repossession lifecycle timing, recovery pathways, vendor SLAs, and lossseverity reduction strategies. Oversee post-charge-off strategy: placement logic (agency vs. legal), liquidation strategies, and settlement frameworks. Lead governance and performance monitoring across multiple collection vendors, including scorecard review, call quality, compliance, and performance compensation models. Improve legal recoveries via documentation readiness, affidavit quality, and operational cycletime improvement. Coordinate totalloss workflows across insurance, deficiency balance handling, and settlement optimization. 4. STRATEGY GOVERNANCE AND CONTROLS Own strategy governance frameworks, including documentation, approval flows, change control, audit readiness, and risk/compliance alignment. Lead quarterly strategy reviews, performance deep dives, and ongoing model effectiveness assessments. Analyze agent performance at a granular level and maintain comprehensive strategy dashboard for visibility and decisionmaking. Partner with IT to ensure accurate strategy implementation (UAT scoping, regression testing, deployment validation). Ensure alignment with HCCA/HCS strategy standards, governance principles, and shared risk frameworks. Monitor strategies proactively, enabling rapid issue detection and controlled rollbacks when defects arise. Qualifications Has worked in a contact centre environment and understands the underlying drivers of all Collection KPIs 5 years of collections management experience on any product (secured / unsecured) Education & Certification Bachelors degree in Business, Finance, Economics, Data Analytics, or a related field MBA or masters degree (nice to have) Advanced training in Collections Strategy, Credit Risk Management, or Portfolio Analytics Technical training in predictive dialer platforms and CRM/collections systems (e.g., Salesforce, AWS) Advanced SQL/SAS skills Advanced Excel skills Certification in Lean/Process Improvement (e.g., Six Sigma) (nice to have) Knowledge, Skills & Abilities Advanced analytics skills to extract insights, develop hypotheses, and implement a champion/challenger testing framework Proven ability to design endtoend collections strategies across all delinquency stages Expertise in portfolio analytics, including delinquency analysis, rollrates, cure performance, and portfolio risk Deep knowledge of predictive dialer strategy, contact optimization, and omnichannel engagement Strong understanding of credit risk dynamics and the impact of collections actions on credit losses Expertise in repossession strategy, asset protection decisioning, and lossseverity reduction Solid grasp of insolvency, deceased, and totalloss workflows and their regulatory requirements Experience managing recovery strategies for chargedoff and deficiency accounts (agencies + law firms) Proven ability to run champion/challenger experiments and scale winning strategies Strong vendor management skills, including scorecard design and performance governance Fluency with collections systems, dialer platforms, CRM tools, and data/reporting environments Ability to convert insights into actionable operating strategies for frontline teams Strong crossfunctional influence with Operations, Risk, Compliance, Legal, and IT Excellent communication skills, able to simplify complex strategy decisions for all audiences High discipline in controls, policy documentation, compliance alignment, and audit readiness Hyundai Capital Canada Inc. is committed to acknowledge applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. This posting is for an active, existing vacancy. Hyundai Capital Canada is currently hiring for this role and applications are being reviewed as part of a live recruitment process. Primary Location Work Locations CAN - Toronto 123 Front Street West, 10th Floor 10th Floor Toronto M5J 2M3 #J-18808-Ljbffr