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Collections, Vendor Manager

Toronto, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions. 

GENERAL FUNCTION

We are seeking a highly organized, strategic, and compliance-oriented Vendor Manager to oversee third-party relationships with collection agencies, debt buyers, and BPO (Business Process Outsourcing) partners. This individual will be responsible for vendor sourcing, contract negotiations, performance management, compliance monitoring, and strategic optimization of vendor-driven operations.

The ideal candidate has experience in the collections industry, understands the regulatory landscape of debt sales and recovery, and has a strong background in outsourced operational management

DUTIES/RESPONSIBILITIES 

  • Collection Agency Management
    • Source, onboard, and manage third-party collection agencies.
    • Develop and enforce performance scorecards, KPIs, and compliance tracking mechanisms.
    • Conduct regular performance reviews, audits, and QBRs to ensure agency alignment with recovery goals and legal requirements.
    • Monitor complaint volumes, call quality, and service-level compliance.
  • Debt Buyer Procurement & Oversight
    • Lead procurement of debt buyers through RFPs and due diligence processes.
    • Negotiate terms of debt sales, ensuring all transactions are compliant with applicable regulations (Canada and USA).
    • Coordinate internal teams (Legal, Compliance, Operations) to ensure clean data, proper documentation, and ongoing oversight post-sale.
    • Maintain a robust audit trail and monitor downstream consumer impacts.
    • Communicate regularly with the debt buyers on complaints, payments, and any administrative tasks that are required.
  • BPO Operations Oversight
    • Manage relationships with BPO partners providing back-office support and outsourced collections.
    • Develop and monitor SLAs, call center performance, QA programs, and compliance procedures.
    • Collaborate on training, calibration sessions, and performance improvement plans in partnership with BPO’s leadership.
    • Address service issues promptly and ensure alignment with customer experience and brand standards.
  • Strategic Vendor Management
    • Develop long-term vendor strategies to optimize cost, reduce risk, and enhance operational performance.
    • Identify vendor consolidation opportunities and oversee transitions or onboarding initiatives.
    • Collaborate with cross-functional teams including Finance, Legal, Compliance, and IT.
    • Prepare executive-level reports and present vendor performance and strategy updates to senior leadership.

EDUCATION

  • Bachelor’s degree in business, finance, economics, or a related field; MBA is a plus.

EXPERIENCE

  • 5+ years of experience managing vendors, preferably in the collections, debt sales, or BPO sectors.
  • Experience with debt sale compliance frameworks and post-sale monitoring is a benefit.
  • Previous experience conducting site visits, risk assessments, and compliance reviews is a plus

SKILLS

  • In-depth knowledge of Canadian and U.S. collections and debt sale regulations.
  • Strong contract negotiation, analytical, and performance management skills.
  • Excellent written and verbal communication skills.
  • Proficiency in vendor management systems, CRM tools, and performance dashboards.
  • Ability to work independently, prioritize complex tasks, and build cross-functional relationships.
  • Familiarity with tools for QA, call monitoring, and ticketing (Hubspot, Alavaria/Noble, Genesys).
  • Understanding of risk scoring, recovery waterfall strategies, and agency tiering models.

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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Employment and Verification Information:

  • Money Mart will review all submissions, and interview the most qualified candidates based on their knowledge, skills, abilities, and other competencies.
  • Candidates who do not meet the requirements, in the recruitment process, for employment will remain classified as applicants and may re-apply for any future job posting and shall receive equal consideration.
  • Only successful applicants will be contacted.
  • All resumes will be kept on file for a period of three months.
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  • It is necessary for Money Mart to process personal data in the normal and proper conduct of business operations.
  • Such processing will be conducted fairly and lawfully in accordance with Canada’s Federal Personal Information Protection and Electronic Documents Act including the ten principles set out in the National Canadian Standards Association: Model Code for the Protection of Personal Information.
  • If there is a query regarding the accuracy of your personal data then your query will be dealt with fairly and impartially.
  • Money Mart holds data on prospective, current and former candidates, as well as prospective, current and former staff
  • This data is held securely in electronic and/or as a paper record.
  • The processing of this data is subject to the rules laid down under Canada’s Federal Personal Information Protection and Electronic Documents Act.
  • Personal data will only be used for the proper purposes of the employment business.
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