Director, Recovery and Resolutions (Collections)
Toronto, Ontario
Core Operations /
Full Time /
Hybrid
About Fig
Fig is a new Fintech start-up revolutionizing the lending industry in Canada. Named Consumer Lender of the Year in 2024, Fig is dedicated to simplifying the borrowing process to make it more efficient and accessible for Canadians.
Supported by Fairstone Bank and Ontario Teachers Pension Plan, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds.
The Role
We are seeking a strategic, hands-on Director of Recovery & Resolutions (Collections) to own Fig’s collections strategy, execution, and team development. Reporting to the VP, Head of Business Operations and working alongside the senior leadership team, you will shape how Fig supports customers in delinquency — balancing empathy, innovation, and credit risk discipline.
This role is ideal for someone excited to lead the future of collections in an AI-first world — experimenting with new technology, rethinking legacy processes, and building a modern, customer-first recovery model. You’ll manage a small but growing team, expand our vendor network, and work cross-functionally to deliver results that improve customer outcomes and protect Fig’s portfolio.
What you'll do
- Lead Fig’s collections strategy across pre- and post-charge-off portfolios, aligning to credit risk appetite and business goals.
- Lead and implement AI solutions to improve recovery, efficiency, and customer experience.
- Establish and lead a disciplined performance cadence (stand-ups, MBRs, QBRs) and set clear OKRs for the team each quarter to drive accountability and results
- Launch and monitor programs to increase recovery rates, reduce delinquency, and mitigate losses — including hardship solutions and debt sales.
- Build upon and manage a high-performing vendor network (1st party, 3rd party, legal) with clear KPIs, SLAs, and a champion/challenger model.
- Partner with Risk and Product to directly align strategies and deliver seamless delinquency journeys for customers.
- Own collections reporting and present insights, risks, and recommendations to executives and the Risk Management Committee.
- Mentor and develop the team, creating a culture of accountability and continuous improvement.
- Maintain compliance with Fig’s policies and Canadian regulatory standards, updating processes as needed.
- Leverage data and performance metrics to spot trends, streamline workflows, and support resource planning.
- Evaluate and implement best-in-class tools (CRM, dialers, AI bots) and process automation to scale operations effectively.
What you'll bring
- Excitement for using AI, automation, and technology to modernize collections.
- 8+ years in collections, recoveries, or credit risk management, with direct leadership of teams and vendors.
- Experience building strategy while staying hands-on with operations and execution.
- Strong analytical skills with the ability to turn data into actionable insights and measurable results.
- Proven success working cross-functionally with Product, Design, Engineering, and Risk teams.
- Familiarity with Canadian collections laws and regulatory requirements (asset, not requirement).
- Comfort thriving in a fast-paced, evolving environment with minimal oversight.
Why Fig?
- Unique opportunity to join a company in its scaling phase and shape the future of lending in Canada.
- Competitive compensation, bonus, and benefits.
- Retirement savings program with employer matching.
- Comprehensive medical, dental, and vision coverage, plus health and wellness spending accounts.
- Generous vacation and parental leave top-up.
- Continuing education stipend for professional development.
- Working Location: Hybrid with 1 day per week (Tuesdays) out of the Toronto office.
Our commitment to diversity, equity and inclusion
We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability.
Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth.
We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require.
