Resl Support Services Lead

6 months ago

Mississauga, 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, self-motivation, 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 re-energize 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.

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