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Director, National Sales and Customer Service

3 months ago

Mississauga Ontario CW, Peel region, Canada goeasy Full time

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you A publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $100,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 2500 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

About the Opportunity

goeasy Ltd. is seeking an individual with proven strategic and analytical thought leadership to oversee over 100 employees in our Sales and Customer Service Departments in our Call Centers located in Mississauga, Ontario and Montreal Quebec. You will be responsible to provide strategic leadership, vision and guidance to key stakeholders on all aspects of Call Center Operations and Sales tactics for online lending; create and maintain an environment of peak performance that maximizes customer growth and retention. In addition, you will be accountable for driving results in the Sales and Customer Service departments, and for achieving financial goals and targets.

What will you be doing?

  1. Determine the strategic direction of the Sales and Customer Service Departments to ensure efficient and effective operations of all programs as well as drive continuous improvement.
  2. Manage and control the expenses and budget of the Sales and Customer departments to ensure profitable operations.
  3. Set department goals and provide guidance to the Senior managers, Team Managers and staff to successfully achieve these goals.
  4. Manage and drive the growth and retention of talent within departments.
  5. Collaborate with key stakeholders to develop and execute strategies and plans to meet the overall business objectives.
  6. Share key center opportunities, potential risks, and issues that might impact the health of the overall portfolio and/or the center as a whole.
  7. Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives.
  8. Establish quality and efficiency standards and ensure that these standards are measured and reviewed on an ongoing basis.
  9. Establish clearly defined department and individual goals and objectives and communicate these to associates through department meetings and performance planning.
  10. Plan and manage at both the strategic and operational levels.
  11. Ensure seamless integration, conversion, and implementation of key projects in the business.
  12. Coordinate and review proposals for new services.
  13. Engage stakeholders in strategic discussions regarding services, emerging trends, and legislative issues.
  14. Manage vendor relationships to ensure ongoing delivery and operational support of high quality, cost effective solutions.
  15. Manage key drivers related to Customer Service, including: SL, Abandonment rate, ASA, Customer Experience, etc.

What experience do you have?

  1. 5+ years at a Senior Manager or Director Level position – or equivalent.
  2. 5+ years of Call center operations experience.
  3. Prior experience in the Financial Services industry would be an asset but not required.
  4. University Degree MBA preferable.
  5. Ability to analyze data, identify trends and develop and execute strategies to solve challenges.
  6. Ability to partner, collaborate and communicate well with executive leadership (both technical and non-technical).
  7. Passionate about the Customer and Sales with a demonstrated track record of visionary execution.
  8. Keen understanding of the most recent trends within the industry.
  9. Excellent oral and written communication skills and ability to interact and understand.
  10. Hands on. Passionate. Creative. You get things done.
  11. A self-starter with an extraordinary ability to execute multiple projects under tight deadlines that drive key business results.
  12. Proficiency in Microsoft Office systems.

This is an on-site role out of our corporate office at 33 City Center Drive, Mississauga.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

Why should you work for goeasy?

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer…

Financial Benefits:

  • Annual bonus that rewards your hard work and dedication (STIP) and Long Term Incentive Plan (LTIP).
  • Employee discounts on furniture, electronics, and appliances.
  • MAT & PAT leave top-up.
  • Expand your financial knowledge through engaging Financial Literacy Learning opportunities.

Health and Lifestyle:

  • Enjoy company-paid volunteer days to give back to the community.
  • Access 24/7 healthcare with Virtual Doctor Appointments.
  • Benefits Co-pay plan.
  • Stay fit and energized with exclusive access to our on-site private gym at our head office.

Employee Perks:

  • Fuel your growth with the Tuition Assistance Program.
  • Double the impact of your generosity with Company Matched Charitable Donations.
  • Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
  • Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more

Diversity, Inclusion, and Equal Opportunity Employment:
At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. This means that we are committed to cultivating and preserving a work culture where we celebrate who we are, where everyone feels seen and heard and where every employee can fulfill their potential. As an equal opportunity employer, we are committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada. Please let us know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs.

Additional Information:
All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants, however we will only be contacting those for interview who possess the skills and qualifications outlined above.

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