Manager Resolutions and Recovery

About the role

As a Manager, Resolutions & Recovery at Fig, you will lead the day-to-day execution of our collections, recoveries, and borrower resolution operations. You will be responsible for driving performance across internal and external recovery channels while ensuring compliance, operational excellence, and a customer-centric approach to collections. This is a highly visible leadership role that sits at the intersection of Operations, Risk, Compliance, Product, Data, and Customer Experience. You will oversee recovery strategies, vendor performance, escalations, complaint management, and operational execution while helping shape the future of Fig's collections and recovery function. Reporting to the Director Resolutions & Recovery, you will lead a team responsible for borrower resolutions, vendor oversight, complaint investigations, and recovery operations. You will also play a key role in developing collections strategies, optimizing operational workflows, leveraging AI and automation, and using data to improve borrower outcomes and portfolio performance. This role is ideal for a strong operator who combines collections expertise, leadership capabilities, analytical thinking, and a passion for continuous improvement. This posting is for an exiting role. What You'll Do as a Manager, Resolutions & Recovery Lead Collections & Recovery Operations Manage day-to-day recovery operations across internal and external collections channels. Drive portfolio performance across delinquency, cure rates, liquidation rates, roll rates, and recoveries. Support the development and execution of collections strategies throughout the borrower lifecycle. Identify operational gaps and implement process improvements to improve recovery outcomes. Manage Vendors & External Partners Own relationships with third-party collection agencies, legal recovery partners, and other external vendors. Conduct regular business reviews and performance assessments with vendors. Establish and monitor vendor scorecards, KPIs, SLAs, and compliance requirements. Hold vendors accountable for performance, customer experience, and regulatory compliance. Lead Escalations & Complaint Resolution Oversee complex borrower escalations, complaints, disputes Partner with Compliance and Legal teams on sensitive or high-risk matters. Ensure fair and consistent borrower treatment while protecting business objectives. Drive Data & Operational Excellence Analyze portfolio performance, delinquency trends, and recovery outcomes. Build and present reporting to senior leadership. Partner with Data and Analytics teams to develop dashboards, reporting frameworks, and operational insights. Use data to make informed decisions and prioritize initiatives. Leverage Technology & AI Identify opportunities to improve collections operations through automation, AI, and workflow optimization. Partner with Product and Engineering teams to improve tooling and borrower experiences. Support the implementation of AI-driven quality assurance, call review, complaint detection, and recovery optimization solutions. Champion innovation across the collections and recoveries function. Cross-Functional Leadership Collaborate with Risk, Compliance, Operations, Product, Legal, Customer Experience, and Data teams. Contribute to policy development, governance initiatives, and operational planning. Support strategic projects and organizational priorities as the company continues to scale.

Requirements

• 5+ years of collections, recoveries, resolutions, or servicing experience within financial services, lending, banking, or fintech.
• 2+ years of people leadership experience.
• Experience managing third-party collections agencies and recovery vendors.
• Experience handling escalated borrower complaints, regulatory matters, and complex recovery situations.
• Experience building operational processes, reporting, and performance frameworks.
• Experience leading initiatives focused on operational improvement and performance optimization.
• Knowledge
• Strong understanding of Canadian collections regulations, debt recovery practices, and consumer protection requirements.
• Deep understanding of collections KPIs, portfolio performance metrics, and recovery strategies.
• Knowledge of complaint management, vendor governance, and op

Additional Information

About Fig Build a better way to borrow Fig is a Canadian fintech making personal lending simpler, faster, and more accessible for Canadians. We offer fully digital personal loans, helping customers apply in minutes and receive decisions quickly, without paperwork, branch visits, or long delays . Since launching in 2023, we've grown quickly and earned recognition including Consumer Lender of the Year and FinTech Startup of the Year. We're proud to be consistently ranked among Canada's Best Workplaces, with a 4.8/5 Trustpilot rating from our customers. Supported by Fairstone Bank of Canada and Ontario Teachers' Pension Plan, we combine deep lending expertise with the agility of a startup.

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