Vice President, Client Management Centre

2 weeks ago

Golden Horseshoe, Canada Farber Full time

Company Information

One of Canada's oldest and most respected debt solution providers. We help people, and businesses, get out of debt and start rebuilding their lives and businesses again. Established in 1979, Farber has over 230 employees working across Canada and has helped over 150,000+ Canadians get out of debt.

And now we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals, so we can better serve the growing number of Canadians who are in need.

Position Summary

We are currently looking for a Vice President, Client Management Centre to join our team at our North York Office. Reporting directly to the CEO, the Vice President, Client Management Centre will play a vital strategic role within the firm. In this role you will be responsible for leading 70+ back-office team members. The Vice President, Client Management Centre will work with the team to develop the ability to improve the client journey and scale a growing business, while focusing on designing proper systems, workflows, and overall process improvement.

Responsibilities

  1. You will be a true people leader who serves as a role model by setting and maintaining high ethical standards and leads by example. You will engage in consistent and effective one-on-ones, individual development plans, and ensure clarity of roles and goals.
  2. You will design, evaluate, and implement back-office strategy while managing the impact and delivery of change.
  3. You will challenge existing practices and develop innovative solutions that reduce the time staff spends on transaction processing.
  4. You will document updates to current workflows and processes in a manner that will facilitate continuous improvement by staff and external parties.
  5. You will build systems in a way that will scale the business. You know how to leverage technology and data to drive system improvements by way of enhanced customer experience, efficiency for our system, forecasting, and capacity planning.
  6. You will transform the team’s culture to be data and metric driven, allowing for a structure focused on world-class client service, operational excellence, and continuous improvement.
  7. You will partner with the senior leaders across the organization to develop and execute plans to standardize processes, improve operational capabilities, increase operational efficiency and effectiveness, and ensure the successful implementation of change initiatives.
  8. In the first 30 days, you will be expected to develop relationships with key stakeholders. Within 90 days, you will work with stakeholders and external consultants to determine the optimal future roadmap for the back office.

Qualifications

  1. Extensive experience in leading large client service teams.
  2. Minimum of ten years’ experience in financial services or relevant experience that has a focus on back-office operations, contact centre operations, process improvement, and/or technology.
  3. Bachelor’s degree in Information Technology, Business, Business Administration, or equivalent experience.
  4. Experience with robotic process automation is an asset.
  5. Proven ability to delegate effectively.
  6. Ability to lead, engage, influence and drive performance with key stakeholders to ensure all requirements are achieved.
  7. A track record of dramatically transforming operations to create best in class efficiency, measurable metrics, accuracy, and processing costs across back-office operations.
  8. Comfort with technology and leveraging data to drive decision making.
  9. Proven ability to manage large scale business transformation change.

Our Culture at Farber

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.

We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.

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