Mgr, Collection Optimization

February 12 2024
Industries Telecommunications
Categories Collections,
Toronto, ON • Full time

Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

Credit Operations is looking for a dynamic, influential and results driven leader as Manager, Collection Optimization reporting directly to the Sr Mgr Collection Strategy & Credit Ops. This position involves utilizing analytics and PMML models to drive our collection strategy and coordinate the implementation of collection activities (SMS, email, dial) to achieve the best possible outcome.

This opportunity is for individuals who like to solve complex trade off problems and thinking outside the box in a fast paced and always evolving market. Our customers are at the forefront of everything we do and the incumbent will be responsible to test new tactics to align “personalized” treatment based on customer behavior. The successful candidate will play a key role in helping our organization achieve our strategic goals while balancing business constraints.

What you'll be doing:
• Manage all collection strategy execution as designed from concept, development and refinement.

• Exploratory A/B testing to improve and deploy treatment that is best aligned to desired outcome.
• Continues monitoring to ensure all collection activity is compliant to CRTC WCoC/ICoC requirements and CASL.
• Oversee and collaborate with Analyst, Manager and above in the Collection Strategy, Performance, Capacity Planning and Dialer teams to execute desired treatment as per strategy design.

• Role is highly dependent on a subject matter expert that understands implications and impact of changes to channel type and frequency. Must be able to balance business constraints and goals (costs, capacity and desired outcome – lower churn/bad debt reduction/dollars collected) to improve collection outcome.
• Provide input and support to build business cases that impact collection strategy and present them when seeking approval.
• Collaborate on execution of new scores / models in order to optimize target segments

• Support end to end loss mitigation campaign process which includes but not limited to monitoring of performance results, maintain optimal target customer segments and adjust communication channel to keep engagement and response high
• Knowledge share, expand SME across the team, create backup and continuity in program support.

What you'll bring:

• 3+ years experience in Dialer/Digital strategy execution within credit operations or risk management in banking/telecommunications industry is required.
• 3+ years experience with SAS/SQL and ALI (Contact AI/CallTech and OnQ) is required.
• 1+ years of management experience is preferred.

• Experience balancing call centre metrics and business KPIs is preferred.

• Post-secondary degree in Business, Finance, Statistics, Mathematics or other quantitative field is preferred
• Experience with Experian Software (PCCM Dynamic and MarketSwitch Optimization/Power Curve) is preferred.
• Ability to distill and communicate complex analytic recommendations to both technical and non-technical stakeholders, both orally and in written presentation
• Strategic thinking: capable of providing clear, balanced advice/counsel on a broad range of strategic and complex management, product and go to market issues.
• Metrics driven, with strong risk management and analytical capabilities in situations of increasing complexity.

• Results oriented. Demonstrated ability to effectively manage multiple projects and priorities simultaneously.

As part of the recruitment process, the selected candidate will be required to complete a background check which includes credit and criminal checks.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (824), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Credit Operations and Fraud Management
Requisition ID: 301453

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the .

Successful candidates will be required to complete a background check as part of the hiring process.

Posting Notes: Corporate

Apply now!

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