VP, NA Strategy & Analytics at Mitsubishi HC Capital America Inc – Norwalk, Connecticut

Position Overview: The Vice President of North America Strategy & Analytics will lead and drive the strategic vision for the broader Vendor Portfolio Management organization across Canada and the US. This executive role is integral to optimizing portfolio performance, ensuring compliance with regional regulations, and driving solutions for regulatory, business oversight, and performance management needs through a diverse portfolio of functions and projects. As a key member of the leadership team, the VP will contribute to the company’s overall growth by developing innovative strategies, leveraging emerging technologies, and fostering a high-performing culture within the team. The VP will also be responsible for driving operational excellence, promoting data-driven decisions, and enhancing outcomes through predictive analytics and streamlined processes. This role requires strong strategic thinking, problem-solving abilities, and the capacity to lead change management efforts while maintaining high levels of employee engagement.

Commitment to Internal Control:

The incumbent accepts the responsibility for establishing and maintaining the internal control system associated with the essential duties and responsibilities of the functional areas that the incumbent manages.

Essential Duties and Responsibilities:

(List in order of time spent)

1. Driving Analytical Leadership & Strategic Alignment

• Partner with senior leadership to develop strategic plan for overall Vendor Portfolio Management function, which would include the identification, design, and implementation strategy for key initiatives to optimize performance across the function.
• Design and implement improved collection strategies, utilizing a test and control framework to determine the lift/improvement of new strategies vs. existing processes. Strategies could differ based on when collection attempts begin (10 days vs. 15 days), which accounts are targeted/non-targeted (low score ranges, high exposure levels, etc.), by product offered (settlement/deferral/rewrite), etc.
• Provide reporting on above strategies, showing evidence of adoption together with benefit of strategies in terms of improved collection performance and dollars cured/collected
• Design, implement and actively monitor employee performance tracking across North America, with dashboards that track calls made, dollars collected, accounts cured, etc. Establish regular meeting rhythms with various stakeholders to share findings and collaborate on strategies for continuous improvement.
• Standardize and roll-out performance tracking dashboards, including tracking items such as speed to answer, number of calls answered, outbound collection calls made, customers contacted, promises given, dollars collected, accounts cured, roll rates, repossession rates, etc.
• Provide thought leadership in data analytics and business intelligence, guiding the team in generating actionable insights that drive strategic decisions, aligning efforts with the company’s overarching mission of driving strategic growth and operational excellence.
• Ensure the alignment of North American processes, goals, and strategies, creating a unified vision for MHCA’s strategy and analytics across both the Canadian and US markets.
• Foster a data-driven approach that enhances decision-making at every level, drives strategic initiatives, and increases cross-functional collaboration.

2. Innovation & Organizational Transformation

• Lead the development and implementation of transformational initiatives aimed at improving productivity, financial performance, and reducing operational risk.
• Drive innovation by leveraging data analytics and business intelligence, offering insights that contribute to increased revenue and return on assets (ROA).
• Effectively lead and drive change cross-functionally across MHCA’s North American office footprint, fostering collaboration and alignment, with strong cross-functional collaboration and stakeholder management.
• Ensure sound change management practices by leading change initiatives and supporting the team during the implementation phase, maintaining high levels of employee engagement.
• Support the company’s agility by identifying and capitalizing on new opportunities driven by evolving market dynamics and regulatory requirements.
• Utilize dynamic tools leveraging machine learning to create unique insights and campaigns that drive improved performance across MHCA’s North American footprint.
• Actively lead initiatives to optimize operational processes, increasing efficiency, accuracy, and compliance through innovative strategies.
• Champion operational excellence by developing and implementing strategies to streamline processes, reduce costs, and drive operational efficiency.
• Promote seamless integration across departments to enhance communication, collaboration, and decision-making, reducing redundancy and increasing productivity.

3. Functional Leadership

• Innovation Leader
  1. Collaborate with the IT, Business Intelligence and affected stakeholders to implement functionality described above
  2. As new capabilities are introduced to the environment, lead training and informational sessions with stakeholders
• End of Lease Leader
  1. Coordinate all end of lease actions through active collaboration with the customer service, collection, sales, asset management and accounting teams to (a) ensure timely notifications, (b) renewal terms are created, (c) assets are delivered and inspected where applicable, (d) collateral valuations are performed and residual upside is negotiated where applicable, (e) invoices are reviewed and paid (f) lessees are billed appropriately for wear and tear, excess usage
• Collateral Audits Leader
  1. Ensure collateral audits are managed timely and cleared completely, provide guidance to resolve challenges and notify credit and sales of ongoing audit issues
• Reporting Leader
  1. Deliver formal and informal reporting packages to stakeholders on schedule. Collaborate with business intelligence teams to continuously improve or modify reports responsive to changing business needs
• Compliance Leader
  1. Compliance: Liaise with legal and portfolio management to implement and monitor for regulatory compliance

KPI’s (Key Performance Indicators):

• Customer Satisfaction Metrics: Net Promoter Score (NPS)
• Recovery Rate: Percentage of recovered debt & assets compared to outstanding debt & assets. Improving delinquency statistics and recovery rates over time.
• Operational Efficiency: Cost savings achieved through process improvements and automation. Reduction in turnaround times for customer experience and debt & asset recovery processes.
• Financial Performance: Revenue from Customer Support & Collection fees, Reduction in losses due to effective litigation strategies, Cost reduction metrics,
• Employee Performance: Team Engagement Score, Performance Review.

• Act independently; Decision-making within Company policy.

• Team Development & Performance Management
• Oversee the development and performance of team members, overseeing implementation of quality assurance programs, including regular training, coaching, and performance evaluations.
• Analyze team performance metrics and implement strategies to enhance overall customer experience and debt & asset recovery outcomes.

Qualifications:

• In depth knowledge of collection and asset recovery processes and compliance requirements
• Strong strategic thinking and problem-solving abilities, including experience solving operational performance challenges through the development of data and reporting-driven risk/performance oversight controls
• Excellent communication and presentation skills
• Proven ability to lead and develop high-performing teams
• Expertise in risk management and operational excellence
• Proficiency in digital tools and data-driven approaches
• Expertise in risk management and process control tools and techniques, with formal process management training or certification (e.g., Six Sigma) preferred
• Ability to collaborate effectively with internal and external stakeholders
• High ethical standards and integrity
• Strong organizational and change management skills
• Innovative mindset with a focus on continuous improvement
• Experience with business intelligence and visualization tools preferred
• English is mandatory, and being bilingual (French) is preferred

• Leadership:
  1. Ability to inspire and motivate teams
  2. Strategic vision and alignment with company goals
• Customer-Centric Approach:
  1. Deep understanding of customer journey and experience
  2. Ability to drive customer satisfaction and loyalty
• Operational Excellence:
  1. Expertise in streamlining processes and reducing costs
  2. Strong analytical skills to evaluate performance metrics
• Innovation:
  1. Ability to lead transformational initiatives
  2. Proficiency in leveraging digital tools and emerging technologies
• Change Management:
  1. Experience in leading change initiatives
  2. Ability to maintain high levels of employee engagement during transitions

• Education: Bachelor's degree in Business Administration, Finance, or a related field.
• Experience: Minimum of 10 years of experience in customer experience and/or collections strategy, portfolio management, or a related field, and at least 5 years in a leadership role.

• Process management training or certification (e.g., Six Sigma) preferred
• Project Management Professional (PMP) preferred

Tools and Equipment Used:

• Personal computer, copier, phone, and other typical office equipment

Working Hours:

• Hours may vary and will require some evening work; frequently requires working 40-45 hours/week depending on business needs

• Occasional travel is required to attend meetings and oversee operations at various office locations across Canada and the US.

Physical Demands:

• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear customers and/or other employees via phone or in person
• Body motor skills sufficient to enable incumbent to move from one office location to another

The job description does not constitute an employment contract, implied or otherwise, other than an “at will” relationship and is subject to change by the employer as the needs of the employer and requirements of the job change.

The position is exempt and the salary will be between $113,400.00 and $153,200.00 with an opportunity to earn a discretionary annual bonus.

The salary range is determined and based on internal equity, market data/ranges, applicant's skills, prior relevant experience and education.

Additional benefits:

- Medical, Dental, and vision plans

- 401(k) and matching

- Paid Time Off

- Company Paid Life Insurance

- Employee Assistance Program

- Training and Development Opportunities

- Employee Discounts