National Customer Service & Collections Manager

This role leads our national Customer Service, Collections, Asset Management, Remarketing, and Deficiency functions. You will own portfolio performance, navigate complex customer situations, and build a high-performing team, balancing strong risk discipline with an exceptional, customer-first experience.

Reporting directly to the Director Operations, in a national role supporting a bilingual customer base, you will work closely with customers, dealers, vendors, and brand partners to deliver consistent, fair, and compliant outcomes across multiple jurisdictions.

What You Will Do

Lead and develop teams across:

• Customer Service: oversee timely, accurate, and thoughtful responses to customer inquiries, ensuring a consistently strong customer experience, while driving digital enhancements.
  • Collections & Asset Management: manage receivables, restructures, recoveries, and bankruptcy matters.
  • Account Modifications: assess risk, evaluate options, and recommend optimal outcomes.
  • Remarketing: oversee the sale of repossessed and lease-end assets and manage loss exposure.
  • Insurance Compliance: monitor coverage, manage exposure, and remediate at-risk accounts.
  • Deficiency Management: evaluate write-offs and recovery strategies
• Champion a customer-first mindset, ensuring every interaction balances sound risk management with fair, transparent, and respectful outcomes.
• Partner closely with vendors and brand partners to ensure service quality, regulatory compliance, and alignment with portfolio and customer objectives.
• Ensure compliance with VFS policies, procedures, and regulatory requirements across all applicable jurisdictions.
• Monitor and report on portfolio performance, including collections, modifications, inventory aging, deficiencies, litigation, and workout strategies.
• Maintain service levels for syndicated portfolios in line with partner agreements.
• Coach, develop, and retain talent; identify capability gaps and build succession.
• Collaborate cross-functionally and support broader operational initiatives as business needs evolve.

What You Bring

• Bachelor’s degree in business or a related field, or equivalent experience.
• 7+ years of experience in financial services, preferably within transportation or construction equipment.
• Experience in a captive finance or similar environment.
• Comfort working across multiple regulatory frameworks.
• Strong experience using Salesforce and leveraging data for decision-making.
• Familiarity with agile or project-based work environments.
• Proven ability to motivate and provide leadership and direction.
• Excellent communication skills with customers, dealers, vendors, and brand partners.
• Advanced analytical and data interpretation capabilities.
• Ability to prioritize and perform in a fast-paced, accountable environment.
• Collaborative, trusted leader who works effectively across teams.
• Bilingual (English/French) capability is a strong asset and highly valued.

Leadership Expectations

• Clearly communicates strategy and inspires execution.
• Delivers results while navigating complexity and change.
• Leads with integrity, trust, and transparency.
• Demonstrates managerial courage and progressive mindset.
• Invests in people through coaching, feedback, and stretch opportunities.
• Promotes fairness, inclusion, and consistent performance management.

What You Can Expect From Volvo

Join us and enjoy a rewarding experience—our team benefits from competitive salaries, comprehensive health and dental coverage, a Group RRSP to help you plan for the future, and access to our Employee Assistance Program for extra support when you need it. We encourage your growth through courses at Volvo Group University or with tuition reimbursement and ensure you have plenty of time to recharge with our generous vacation policy. You’ll also find a welcoming, inclusive environment where everyone is invited to participate in meaningful community initiatives and truly feel at home.