Manager Resolutions and Recovery

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. 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. What You’ll Bring Experience 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 operational risk management. Skills Strong leadership and people management skills. Exceptional communication, negotiation, and conflict resolution abilities. Strong analytical mindset with the ability to translate data into actionable decisions. Ability to balance customer experience, compliance, and business objectives. Comfortable working in ambiguity and driving change in a fast-growing environment. Strong project management and organizational skills. Experience with SQL, BI tools, or data analytics platforms. Language Bilingual French/English is strongly preferred and considered a major asset. Why Fig? Make an impact: Rare opportunity to join early and help shape the future direction of a fast-growing fintech company. Strong culture: Work in a team that values impact, accountability, curiosity, and collaboration. Hybrid work environment: Balance of remote and in-office work (currently one day a week in Toronto), while maintaining strong collaboration. Competitive compensation: Expected base salary range between $85,000 and $110,00 plus the opportunity to earn an annual incentive bonus tied to performance. Retirement savings program: Employer matching to support your long-term financial goals. Comprehensive benefits: Medical, dental, and vision group insurance, as well as health and wellness spending accounts. Time off: Generous vacation and wellness time to support rest and recharge. Parental support: Parental leave top-up to support your growing family. Growth and Development: Continuing education stipend to support your professional development. Our Commitment to Diversity, Equity, and Inclusion Fig is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from people of all backgrounds and do not discriminate based on race, religion, culture, sexual orientation, gender identity, or disability. We’re focused on creating an environment where everyone feels respected, supported, and able to bring their full selves to work. We also provide accommodations throughout the recruitment process. If you need support, just let us know. Next steps We appreciate your interest in joining Fig. Our team will review applications and contact candidates selected to move forward in the process.  AI disclosure We may use AI tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but do not replace human judgment, and all hiring decisions are ultimately made by people. 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