Resl Support Services Lead

2 weeks ago

Mississauga, Ontario, Canada CanCap Management Inc. Full time

The Opportunity


If you are hungry for a challenge, love to be on the phone, and work best in a high calibre, fast-paced environment.


_ Then, this job is for you_


Working at CanCap Group Inc., you'll join a vibrant team dedicated to providing exceptional service to dealerships and strategic partners nationwide.

We are continuously driving product and service innovation.

Our team is our greatest asset and is what sets us apart from the rest By listening to front line feedback, relentlessly striving to maintain our culture and product offerings, we are ensuring that CanCap Group Inc.

is the place you want to be

The Company
CanCap Group is a privately-owned Canadian financial services company providing lending and servicing capabilities across multiple lending verticals. We specialize in direct to consumer and indirect lending channels for automotive finance, consumer unsecured, and merchant lending.

Our extensive experience also includes operations in support of mortgage, credit card and small business lending services in partnership with some of Canada's largest banking institutions.


What you'll be working on
As an RESL Services Leader your responsibilities will include:

  • Resource Management
  • Establish work schedule for team to ensure adequate coverage during required hours of operation and to ensure proper balance of resources to meet agreed upon service levels.
  • Queue strategy/Workflow
  • Monitor queue activity throughout the day and adjust strategy with team members to ensure work assignments are being achieved and are structured to meet desired output and processing times
  • Escalation Support and coaching
  • Provide support for escalations from team members to advance the knowledge and skillset of your team
  • Facilitate coaching sessions to ensure the team is able to consistently achieve quality standards and service levels
  • Where uncertainty exists proactively seek guidance from RESL Support Services Program Head to achieve a quick resolution
  • Quality Reviews
  • Collaborate with RESL QA Reviewer to ensure overall team achievement of quality standards
  • Incorporate QA feedback into individual team member performance and feedback sessions
  • Management Reporting
  • Monitor daily productivity and QA performance vs target address gaps through coaching and escalation to RESL Support Services Program Head as required for quick resolution to ensure team members are meeting their goals
  • Coaching / Performance Management
  • Ensure all team members have documented and agreed upon performance goals
  • Provide regular coaching to team members as required.
  • Conduct formal documented performance reviews twice annually
  • Address performance issues promptly and document / escalate as required

How you bring your passion for success

  • Previous people management experience
  • Experience in Financial Services is an asset
  • Experience in consumer lending, especially mortgage lending is an asset.
  • Positive attitude that motivates the team
  • Leading by example. This means leaving no stone unturned when it comes to servicing our customers and partners
  • Track record of high performance
  • Ability to manage conflict
  • A commitment to exceptional customer service.
  • Ability to juggle competing priorities with a sense of urgency while maintaining attention to detail.
  • Capacity to toggle between working independently and collaboratively.
  • Dependability, selfmotivation, and personal accountability.
  • Familiarity and ease in working with online platforms and Microsoft Office i.e., Excel, Word, and Outlook.

What you can expect from us
Our Employee Experience is aimed at supporting and inspiring our talented team through providing:

  • The opportunity to be recognized and rewarded for personal success.
  • A passionate team dedicated to the support and empowerment of others.
  • An environment where creative, innovative thinking is encouraged.
  • Health and dental coverage for you and your family.
  • Time off to reenergize with a starting vacation entitlement of 15 days/year as well as 5 personal days/year.

Additional Information

  • All interviews will be conducted virtually.
  • To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.
Next Steps

  • Support Facilitator

    2 weeks ago

    Mississauga, Ontario, Canada Montage Support Services Full time

    _Montage Support Services is a leading service provider that offers innovative and individualized services that directly responds to the wishes, hopes, dreams and aspirations of each person living with us. Montage Support Services is committed to providing quality support to people with complex support needs. This is accomplished through a shared focus of...

  • manager, support services

    2 weeks ago

    Mississauga, Ontario, Canada VPI Employment Services Full time

    VPI is a Service Provider for Employment Ontario, which is funded by the Ontario Government to support jobseekers and employers. Our organizational values rest on 4-pillars which are Ethics, Passion, Innovation, and Courage which support the desire and passion to make a positive and sustainable impact for the individuals we serve. VPI Employment Services...

  • Clinical Practice Lead

    2 weeks ago

    Mississauga, Ontario, Canada Home and Community Care Support Services Full time

    Job Description: As an advocate for quality clinical care, the Clinical Practice Lead facilitates and supports continuous learning, professional development, and consistently excellent evidencebased care delivery through education, coaching, and mentorship of staff.What will you do?Patient Care Delivery Provides leadership in the development, evaluation, and...

  • social services worker

    2 weeks ago

    Mississauga, Ontario, Canada Prokare Support Services Inc Full time

    Education: College/CEGEPExperience: 1 year to less than 2 yearsTasksPrepare reports or case historiesAppraise clients' needs or eligibility for specific servicesImplement life skills workshopsConduct follow-up assessmentsHousekeeping activitiesFood preparationResolve conflict situationsSupervise children's visits with parents to ensure their safetyImplement...

  • Patient Support Lead

    2 weeks ago

    Mississauga, Ontario, Canada GSK Full time

    Site Name: Mississauga Milverton DrivePosted Date: Apr 1 2024Location:100 Milverton Drive, Suite 800, Mississauga, ONL5R 4H1Job Purpose:This position is responsible for partnering with internal and external stakeholders to build and maintain patient-centric support programs that remove barriers and deliver streamlined access to therapy for GSK's...

  • Support Team Lead

    2 weeks ago

    Mississauga, Ontario, Canada GoFleet Full time

    About the Company We provide fleet management software and consulting, offering advanced solutions that drive efficiency and profitability for fleet and field service companies. We help companies track their vehicles through GPS tracking, sensors and cameras through scalable software that integrates across various platforms.Our mission:to provide companies...

  • social services worker

    2 weeks ago

    Mississauga, Ontario, Canada Prokare Support Services Inc Full time

    Education: Expérience: EducationCollege/CEGEPTasksPrepare reports or case historiesAppraise clients' needs or eligibility for specific servicesImplement life skills workshopsConduct follow-up assessmentsHousekeeping activitiesFood preparationResolve conflict situationsSupervise children's visits with parents to ensure their safetyImplement substance abuse...

  • Operations Lead

    2 weeks ago

    Mississauga, Ontario, Canada OSL Retail Services Full time

    OverviewIt's a great time to be at OSL Retail Services, working for a company that values its people and is excelling in its industry. The positive energy and enthusiasm among employees are driving us to new levels of success. If you are an enthusiastic individual who shares our values and is looking to be part of an amazing journey, then OSL is the place...

  • Support Quality Lead

    2 weeks ago

    Mississauga, Ontario, Canada Hatch Ltd. Full time

    Hiring Proposal Process Lead With over 65 years of expertise in mining, energy, and infrastructure, our global team works tirelessly to improve the industries we serve in over 150 countries. We are looking for a motivated and dynamic Proposal Process Lead to join our Shared Services group, supporting various business functions such as Finance, Marketing,...

  • Operations Lead

    2 weeks ago

    Mississauga, Ontario, Canada OSL Retail Services Full time

    It's an exciting time to be at OSL Retail Services, working for a people focused company that's at the top of its game. The momentum we've generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new...

  • Lead, Process Support

    2 weeks ago

    Mississauga, Ontario, Canada Southwire Company LLC Full time

    Are you ready to join the People Behind the PowerTM of our Canadian organization, which has been a Great Place to Work (GPTW) CertifiedTM company two years in a row? If so, we invite you to apply for this exciting job opportunity.If you are looking to grow your career by digging your hands into various aspects of wire and cable manufacturing in a fun,...

  • Lead, Process Support

    2 weeks ago

    Mississauga, Ontario, Canada Southwire Company LLC Full time

    If you are looking to grow your career by digging your hands into various aspects of wire and cable manufacturing in a fun, innovative and diverse culture, then this is the job for youA leader in technology and innovation, Southwire Company, LLC is one of North America's largest wire and cable producers. Southwire and its subsidiaries manufacture building...

  • Service Excellence Lead

    2 weeks ago

    Mississauga, Ontario, Canada Element Fleet Management Full time

    Get started on an exciting career at Element_Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.What We NeedWe...

  • manager, support services

    2 weeks ago

    Mississauga, Ontario, Canada EightSix Network Inc Full time

    VPI is a Service Provider for Employment Ontario, which is funded by the Ontario Government to support jobseekers and employers. Our organizational values rest on 4-pillars which are Ethics, Passion, Innovation, and Courage which support the desire and passion to make a positive and sustainable impact for the individuals we serve. VPI Employment Services...

  • Operations Support

    2 weeks ago

    Mississauga, Ontario, Canada National Logistics Services Full time

    Company OverviewNational Logistics Services (NLS) is Canada's leading retail logistics provider for global lifestyle brands, including apparel, footwear, accessories, and sporting goods. NLS's well-established Canadian retail relationships, transportation partnerships, and infrastructure provide our internationally recognized clients with a significant...

  • Line Service Technician

    2 weeks ago

    Mississauga, Ontario, Canada Signature Flight Support Full time

    Job ID 10147Date Posted 03/18/2024Location Mississauga, CanadaCompany Landmark Aviation FBO Canada Inc.Job Type Full timeJob Level StandardSignature Aviation is a market leading global aviation services provider with over 220 locations and 6,000 employees worldwide. Eligible team members enjoy a wide array of benefits including health and welfare options,...

  • Tier 1 Support Lead

    2 weeks ago

    Mississauga, Ontario, Canada GoFleet Full time

    About the CompanyWe provide fleet management software and consulting, offering advanced solutions that drive efficiency and profitability for fleet and field service companies. We help companies track their vehicles through GPS tracking, sensors and cameras through scalable software that integrates across various platforms.Our mission:to provide companies...

  • Service Support Manager

    2 weeks ago

    Mississauga, Ontario, Canada Stealth Monitoring Full time

    Position SummaryThe Service Support Manager leads a team of support specialists that offer technical support for both external Customers as well as internal stakeholders that are engaged in supporting our customer base: Sales, Pre-configuration, Installation, Set-up, Monitoring and Service alike. Customer support is the primary focus for the team; solving...

  • In-flight Programs Support Lead

    2 weeks ago

    Mississauga, Ontario, Canada Flair Airlines Ltd. Full time

    Are you ready to take your career to new heights?Job Title: In-Flight Programs Support LeadDepartment:In-Flight OperationsLocation:Toronto, ON (YYZ)Work Arrangement:This role is primarily based in an office environment.Position Overview:Reporting to the Senior Manager, In-flight Programs, the In-flight Programs Support Lead offers day-to-day assistance...

  • Service Management Lead

    2 weeks ago

    Mississauga, Ontario, Canada CentriLogic Full time

    Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves.PURPOSE AND OBJECTIVESHeadquartered in Canada and with regional headquarters in the U.S. and the United Kingdom,...