Operations Manager

3 weeks ago

Montréal, Canada Finsana Full time

FinSANA is looking for an **Operations Manager **who will support our United States Managing Director in the development of our products and services. This individual will provide expert management and analysis within the Consumer Lending Department, including marketing, loan origination, servicing, and collections. Experience in creating, documenting, and executing processes and procedures, while also working with other key team members will be vital to this role.

**DUTIES AND RESPONSIBILITIES**:

- Document all processes for customer acquisition, origination, and servicing.
- Verify and enhance the performance of marketing channels via analysis and interfacing with internal and external marketing parties.
- Develop meaningful new KPIs fostering a constant pursuit of excellence.
- Define and build strategies in coordination with the call center managers.
- Help technology team identify needs and improvements for the utilization of both the customer and our employees within our platforms.
- Develop, review, and prioritize enhancements related to our platforms.
- Refine existing and develop new techniques to combat fraud and loss.
- Monitor weekly results and allocation of funding.
- Implement and manage early-stage collection strategies and programs.
- Ensure loans are compliant with applicable regulations and company policies and that the loans are processed accurately and efficiently.
- Perform routine spot checks to ensure quality control of systems and processes.
- Manage, coach, train, and support loan operation and management teams.
- Effectively manage escalated lending issues from internal and external members.
- Collaborate with Managing Director in achieving strategic goals and priorities.
- Actively contribute to the achievement of loan growth and profitability targets.
- Identify and champion opportunities for operational improvement.
- Serve as a role model for staff as an essential conduit between all departments within the organization.

**JOB QUALIFICATIONS**:

- 5+ years of loan operations experience in the financial services industry or in a similarly related field
- 3+ years supervisory / management experience
- Bachelor of Arts degree or equivalent work experience
- Ability to guide, coach, and motivate team members
- Excellent problem-solving skills
- Strong communication and computer skills including knowledge of Excel, Word, and PowerPoint.
- Ability to focus on and achieve goals; ability to work under pressure.
- Demonstrated success relating to process improvements.
- Passionate about analytics, data, and reporting.
- Experience working in a call center environment.
- Excellent English verbal and written skills; Spanish is a plus.
- Excellent interpersonal and leadership skills.
- Knowledge of Loan Management Systems (an asset). Knowledge of online marketing customer acquisition (an asset).

WHY JOIN US?
- Competitive wages
- Paid personal and sick days
- Family-friendly, accessible location - short walk from Metro De La Savane
- Health, Dental, Life Insurance for you and your family
- Work and family life balance
- Monday to Friday
- Casual dress code
- Strong culture and values centered around support and inclusiveness for all our employees.
- Beverages and snacks
- Employee Referral Program
- RRSP Program

**SCHEDULE**:
Core operating hours Monday through Friday; evenings and/or weekends may be required.

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