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Director, Retention and Loyalty (Job ID 2011530)

Calgary, Canada

Category Customer Service
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ADT is a leading provider of security and automation solutions in Canada for homes and businesses, people on-the-go and their network. Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered. More information is available at

Position Summary

The Director, Retention andCollections is responsible for managing the Retention, Loyalty and Collections teams. The Director must ensure that weprovide the best in class service for our customers, while increasing customerretention and improving collections results.

Reporting to the VicePresident, Customer Care and Monitoring, the incumbent ensures the continuousimprovement of processes and services by providing leadership, direction andengagement to the Call Center employees. He/she creates a highly professional and self-orientedwork environment. He/she is responsible for achieving/exceeding all keyperformance indicators and driving the strategy to ensure that the environmentfosters a performance driven culture that is customer centric and valuesemployee engagement.

Major Responsabilities

The Director, Retention and Collections is responsiblefor the strategic planning and execution of Retention, Loyalty and Collection Center operations. Core dutiesinclude management and leadership of processes for the continuous improvementof the customer experience. Tactical emphasis is on customer care, qualitymanagement, workforce planning, recruiting, coaching and training. Performancemetrics include call efficiency, low abandonment rate, first call resolution,staffing utilization, acceptable turnover, and financial performance.

A Major component of the Director role will be tolead a transformation program aimed at driving optimization across bothBilling, Collections, Retention. Bilingualism( French and English) is preferred for this Montreal based role.

Position Responsibilities:

Strategic Planning, BusinessDevelopment

  • Develop ideas for operational changes to enhance costeffective customer service delivery and/or maximize collection effectiveness.

  • Develop clear lines of communication with all keystakeholders including Sales and Service offices and specifically Regional VicePresidents, General Managers, Controllers, Directors and other Team Members;provide feedback on processes and make recommendations on improvementopportunities.

  • Communicate with other regional account services centers,national consolidated billing, and other areas to identify cross-regional or nationalissues, benchmark and determine best practices, and share continuousimprovement opportunities.


  • Develop, communicate, monitor, and adjust performanceexpectation metrics to maximize efficiency and meet or exceed departmentalgoals.

  • Visits existing and potential customers to investigatecredit and collection matters and to foster good credit relationships betweenthe customer and the organization.

  • Ensure appropriate staffing levels by analyzing inboundcall volume and off-line processes (i.e. correspondence, returned mail, etc.)and Team Member productivity as key input to developing capacity models.

Operations Management

  • Analyze and determine appropriate work-flow processes toensure timeliness, accuracy, and cost efficiency.

  • Provide key drivers as input to budget development,manage expenses to meet or improve upon budget commitment, and provide detailedexplanation on major expense variances.

  • Manages the investigation of credit risks.

  • May negotiate collection arrangements and settlements foroverdue account balances.

  • Ensure adherence to business standards and Sarbanes Oxleycontrol objectives for all discontinuance, revenue reversals and write-offs.

  • Monitor all high balance delinquent and complex accounts.

  • Engages in the typical responsibilities of a managerrequiring planning, evaluating, organizing, integrating, and controlling.

  • Manages all call center metrics and KPI’s to driveperformance such as productivity, service levels, adherence, credits, RPC’s, calls/hour,occupancy, AHT and Longest Call waiting.


  • Bachelor’s Degree required. Master’s Degree preferred.


  • 7-10 years of business experience in subscriber based business and operations, customer service/call centers and collections, with a minimum of 3 years of related contact center and/or process leadership experience preferably within the service industry and/ or with security, and previous P&L responsibility preferred.

ADT by TELUS is growing and we are looking for innovative, people focused leaders to join our team. Be a part of our future, apply today!

ADT by TELUS provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT by TELUS is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Human Resources at if you require accommodation. We will work with all applicants to accommodate their individual accessibility needs.


Calgary, Alberta

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