Director of Third-Party Operations (Collections & Recoveries) — BPO, AI & Reporting Transformation

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 third‑party operations leader from the BPO space to run and scale a high‑performing vendor ecosystem across live collections, recoveries, and post‑charge‑off portfolios.

What You'll Do:

• Lead a third‑party/BPO network that directly impacts client recoveries, cost‑to‑collect, and revenue across pre‑ and post‑charge‑off segments.

• Be the primary client and vendor contact for delivery, governance, reporting, and continuous improvement.

Salary: CAD 80,000 – 100,000 (Depending on Experience)

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

Work Model - Hybrid (at least 3 times in office)

Key responsibilities

• Own third‑party strategy across North America: design the vendor portfolio (on/off/near‑shore), run RFPs, negotiate MSAs/SOWs, set SLAs/KPIs, and implement rigorous vendor governance and scorecards.

• P&L, forecasting and ROI: manage budgets and margin, optimize placement strategy, capacity, and cost‑to‑collect across internal teams and external partners.

• Performance leadership: drive collections/recoveries and post‑charge‑off results; implement test‑and‑learn frameworks (champion/challenger) across dialer, digital, and legal strategies.

• Reporting modernization: build a future‑state reporting stack and data governance (single source of truth, automated QC, SLA dashboards, client‑ready insights, metadata/data dictionary).

• AI and automation: deploy conversational AI/voicebots/chatbots, speech analytics, QA automation, propensity/risk models, workflow/RPA, and next‑best‑action; partner with Data/IT on integration, APIs, and model governance.

• Workforce and resource planning: set capacity plans and schedules across vendors and internal teams; ensure tools, facilities, and inventory support efficient operations.

• Client leadership: serve as the executive point of contact for delivery, quarterly business reviews, and continuous improvement roadmaps.

• Department building: hire, coach, and develop leaders; define operating rhythms, playbooks, and OKRs to scale a high‑performing function.

Required experience & skills

• 5+ years in collections/recoveries operations with 3rd‑party/BPO vendor management; 5+ years leading pre‑ and post‑charge‑off portfolios.

• 3+ years in senior leadership owning P&L, SLAs, and multi‑site or multi‑vendor delivery.

• Proven record building or transforming a third‑party program (selection, onboarding, governance, performance uplift).

• Deep domain knowledge: collections strategies, recoveries, skip tracing, charge‑off/legal workflows, and regulatory/compliance frameworks.

• Tech‑savvy and AI‑forward: hands‑on experience deploying automation, speech analytics, conversational AI, RPA/workflow tools, and A/B testing in production.

• Reporting and analytics: expert in KPI design and client reporting; proficiency with BI tools (e.g., Power BI/Tableau/Looker), data visualization, and partnering on data pipelines; basic SQL a plus.

• Tools familiarity (examples): collections platforms (e.g., FICO Debt Manager, Katabat), dialer/CX (e.g., Genesys, NICE CXone, Five9/TCN), speech analytics/QA (e.g., CallMiner, Verint), workflow/RPA (e.g., UiPath).

• Strong financial acumen: forecasting, budgeting, unit economics, and vendor ROI optimization.

• Exceptional leadership: hiring, coaching, performance management; clear communicator with clients and executives.

Nice to have

• Certifications: Lean Six Sigma, PMP, or relevant data/AI certifications.

• Experience with data privacy, model risk governance, and secure integrations in regulated environments.

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!

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