Director, Collections

Director, Collections BUILD SOMETHING PEOPLE LOVE Wealthsimple's mission is to help everyone achieve financial freedom – by making financial services simple, transparent, and low-cost. We're Canada's largest fintech, trusted by over 3 million clients with more than $100 billion in assets. We move fast, we own our work, and we care deeply about the people using our products. If that sounds like you, keep reading. We're proud of what we've built — and we're just getting started. Read our Culture Manual https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. Wealthsimple is building its lending business. Credit cards are scaling, personal lines of credit and margin lending are expanding, and with that growth comes a collections function that needs to be built with the same rigor and ambition we bring to everything else. This role exists because collections is no longer a back-office afterthought. It's a high-stakes, client-facing operation that directly impacts credit losses, client trust, and regulatory standing. As Director of Collections Operations, you'll own the entire collections lifecycle, from pre-delinquency interventions through early-stage outreach, escalating treatment strategies, charge-off, and post-charge-off recovery. You'll lead a team of collections and recovery agents to execute the strategy across lending products, define the rules and controls that govern how we recover balances, meet operational and collections key metrics/KPIs and ensure every interaction reflects the Wealthsimple brand. You'll also be the operational voice helping to shape our AI-powered collections strategy, to help build intelligent, empathetic outreach that recovers balances at scale without damaging client relationships. This role reports to the VP, Client Experience Operations and partners closely with Data Science, Credit Risk, Finance, Compliance, Legal, and Engineering. You'll sit at the intersection of operations, risk, and technology, with a mandate to build a collections operation function that is modern, compliant, data-driven, and fundamentally client-first. Our ideal hire has deep collections expertise, thinks in systems, moves with urgency, and believes that how you collect matters as much as what you collect. KEY RESPONSIBILITIES Collections Strategy and Execution - Define and execute the end-to-end collections strategy across products: credit cards, personal lines of credit, instant EFT, and margin (late stage) - Manage the escalating treatment framework, from pre-delinquency nudges (in-app banners, payment reminders, autopay encouragement) through early-stage outreach, live agent calls, hardship programs, settlements, right of offset, credit bureau reporting, and third-party referrals. - Design and manage workout programs (temporary and permanent hardship, reduced payments, interest rate adjustments, settlements, forbearance plans) with clear approval thresholds and exception processes - Partner with data science to inform the design of new segmentation frameworks and risk-based treatment paths that shift collections from one-size-fits-all to personalized, data-driven engagement journeys Risk, Controls, and Compliance - Maintain current knowledge of evolving provincial rules (e.g., limitation periods, licensing, permitted contact practices) and ensure operational processes reflect changes in real time - Ensure agents comply with all applicable regulatory frameworks across every Canadian jurisdiction, including provincial collection agency licensing requirements and PIPEDA guidelines. - Serve as the operational authority executing within the boundaries of our collections policy - Ensure audit readiness across all collections activity, including documentation of decisions, exception approvals, and change management for policies and procedures Data, Analytics, and Financial Reporting - Own performance metrics: roll rates, net recovery rate, co ... (truncated, view full listing at source)