Strategic Operations Director

3 weeks ago

Mississauga, Ontario, Canada goeasy Ltd. Full time

Are you a seasoned leader with a passion for driving results and delivering exceptional customer experiences?

About the Opportunity

We are seeking an accomplished Director, National Sales and Customer Service to join our team at goeasy Ltd., a leading financial services company.

This is an exciting opportunity to lead our Sales and Customer Service Departments, overseeing a team of over 100 employees in our Call Centers located in Mississauga, Ontario, and Montreal, Quebec.

As a key member of our leadership team, you will be responsible for providing strategic leadership, vision, and guidance to key stakeholders on all aspects of Call Center Operations and Sales tactics for online lending.

You will create and maintain an environment of peak performance that maximizes customer growth and retention, drive results in the Sales and Customer Service departments, and achieve financial goals and targets.

Responsibilities:
  • Determine the strategic direction of the Sales and Customer Service Departments to ensure efficient and effective operations of all programs and drive continuous improvement.
  • Manage and control expenses and budgets to ensure profitable operations.
  • Set department goals and provide guidance to Senior Managers, Team Managers, and staff to successfully achieve these goals.
  • Manage and drive the growth and retention of talent within departments.
  • Collaborate with key stakeholders to develop and execute strategies and plans to meet overall business objectives.
  • Share key center opportunities, potential risks, and issues that might impact the health of the overall portfolio and/or the center as a whole.

You will also be responsible for developing and aligning workforce strategies to address key business plans, facilitating organizational change initiatives, establishing quality and efficiency standards, and ensuring seamless integration, conversion, and implementation of key projects.

In addition, you will coordinate and review proposals for new services, engage stakeholders in strategic discussions regarding services, emerging trends, and legislative issues, and manage vendor relationships to ensure ongoing delivery and operational support of high-quality, cost-effective solutions.

About You

To succeed in this role, you will need:

  • A minimum of 5+ years of experience at a Senior Manager or Director Level position – or equivalent.
  • 5+ years of Call Center operations experience.
  • Prior experience in the Financial Services industry would be an asset but not required.
  • A University Degree, MBA preferable.
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to partner, collaborate, and communicate well with executive leadership (both technical and non-technical).
  • A keen understanding of recent trends within the industry.
  • Proficiency in Microsoft Office systems.

We offer a competitive salary of $120,000 - $150,000 per year, depending on experience, plus benefits and a comprehensive compensation package.

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