Title:  Manager, Agency/Vendor Management (Collections) - Tangerine

Requisition ID: 240704

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

The Collections department is responsible for maximizing recoveries and minimizing losses on the credit portfolio at Tangerine. This includes analysis of the delinquency portfolio, client activities, and ensuring precautionary actions are taken to mitigate losses while ensuring regulations, credit policies and procedures are adhered to.

What you will be doing:                              

As the Manager, Vendor Management, you will report directly to the Senior Manager, Collection Operations. You will lead the third-party vendor strategy, with an emphasis on managing performance metrics to increase recoveries on both pre-charge and post-charge off recoveries.

This will include managing performance of vendors working on:

• First party pre-charge off collections on Tangerine retail products
• Late stage, post-charge off collections, settlements, and legal action
• Insolvency and Credit Counselling management
• Supporting post-asset sale operations and inquiries

You will be responsible for maximizing recoveries across all products to reduce risk and loss exposure. This includes ongoing analysis and reporting to leadership of market and economic trends, irregular activity, and portfolio exposures through consistent liaison with the Fraud and Security Department.

Is this role right for you? In this role, you will:

• Oversee third-party vendor performance through reporting, audits, and service level management to ensure recovery targets are met while minimizing cost and risk.
• Assign accounts strategically, evaluate recovery methods and costs, and manage or recommend settlement decisions to maximize net recoveries.
• Maintain accurate customer records, identify fraud and operational risks, and represent Collections in cross-functional meetings and projects.
• Generate KPI-driven performance reports and collaborate with internal and external partners to support decision-making and policy updates.
• Recommend improvements to contracts, pricing, service level agreements, and vendor allocations to enhance recovery performance.
• Recruit, coach, and develop staff (team of 5-7) while fostering a collaborative, high-performing team culture aligned with business goals.

Do you have the skills that will enable you to succeed in this role? - We'd love to work with you if you have:

• Minimum 2-3 years of experience with collection agencies/vendors (e.g., bankruptcy, insolvency) and a solid understanding of collections practices, regulatory requirements, and Tangerine products and policies.
• Minimum 1-2 years of experience in reporting and performance management, including interpreting scorecards and tracking recovery targets.
• Proven leadership and people management skills, with strong communication, negotiation, and organizational abilities to drive results in a fast-paced environment.
• Proficient in Microsoft Office (including Excel) and data analysis tools, with the ability to navigate multiple systems efficiently.
• Strong judgment, discretion, and initiative, with excellent analytical, problem-solving, influencing, planning, and presentation skills.
• University or College degree required.

What's in it for you?

• You will be part of a diverse and inclusive team of Client-focused go-getters looking to learn from each other in an environment that celebrates and recognizes success!
• You will have access to thousands of online and in person courses so you can shape your career growth with the support from diverse industry leaders.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

Location(s):  Canada : Ontario : Toronto || Canada : Ontario : North York

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.