Director of 3rd Party Operations (Collections & Recoveries)

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

We are hiring an experienced operations leader to run multiple client portfolios and drive performance across collections, recoveries and post charge off segments. You will partner with Senior Management to translate company vision into operational strategy, own P&L and SLAs for your portfolios, build high-performing teams, and ensure excellent client service and regulatory/compliance delivery.

What You'll Do:

Why this role matters

• Lead operations that directly impact client recoveries and revenue generation across live collections and post‑charge‑off portfolios.
• Be the primary client contact for delivery, reporting and continuous improvement.
• Build and motivate teams to meet ambitious KPIs and SLAs while protecting compliance and customer treatment standards.

Salary: Starting salary range between CAD 70,000 – 90,000 (Depending on Experience).

Office Location: Barrie, Ontario (55 Mulcaster Street, Suite 600, Barrie, Ontario, L4M 0J4)

Work Model: Hybrid (combination of in-office and remote work)

Key responsibilities

• Set strategy and objectives for multiple client groups/portfolios, ensuring delivery against SLAs and contractual requirements.
• Own operational performance, budgets, monthly forecasts, revenue and expense reporting for portfolios.
• Manage collections, recoveries and post‑charge‑off activities to maximize recovery rates, control costs and limit operational risk.
• Recruit, coach and develop managers and front‑line teams; set schedules and staffing levels using resource planning best practices.
• Monitor and analyze performance metrics; implement process improvements and productivity initiatives.
• Ensure accurate, timely client reporting, billing and internal reporting.
• Maintain facilities, tools and inventory to support efficient operations.
• Oversee compliance and regulatory obligations (including implementation/oversight of frameworks such as SMCR where applicable).
• Serve as a client‑facing leader, developing strong professional relationships and representing the company’s mission and values.
• Other duties as assigned.

Required experience & skills

• 8+ years of progressive operations experience, with a minimum of 5 years managing collections, recoveries and/or post‑charge‑off portfolios.
• At least 3 years in a senior leadership role with responsibility for P&L, client relationships and multi‑team operations.
• Deep knowledge of collections strategies, recovery tactics, skip tracing, charge‑off management and related regulatory/compliance issues.
• Proven track record meeting/exceeding SLAs and KPI targets.
• Strong financial acumen: forecasting, budgeting and margin management.
• Exceptional people leadership: hiring, performance management, coaching and talent development.
• Excellent client management and communication skills.
• Experience with workflow and performance management systems used in collections/recoveries.
• Post‑charge‑off operational experience is essential.

This job posting is for an existing vacancy.

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!

AI Use Notice: Bill Gosling Outsourcing utilizes Artificial Intelligence (AI) technologies as part of our hiring and candidate evaluation process. These tools assist our team in reviewing applications and identifying qualifications relevant to the role.