Vice President, Client Management Centre Lead

5 days ago

Toronto, Ontario, Canada Farber Group Full time

About the Role

We are seeking a highly experienced and strategic leader to join our team as Vice President, Client Management Centre. As a key member of our leadership team, you will be responsible for leading a team of 70+ back-office professionals and driving the development of our client management centre.

Key Responsibilities

  1. Lead and develop a high-performing team of back-office professionals, focusing on improving the client journey and scaling our business.
  2. Design, evaluate, and implement back-office strategy, managing the impact and delivery of change.
  3. Challenge existing practices and develop innovative solutions to reduce transaction processing time.
  4. Document updates to current workflows and processes, facilitating continuous improvement by staff and external parties.
  5. Build systems that scale our business, leveraging technology and data to drive system improvements.
  6. Transform the team's culture to be data and metric-driven, focusing on world-class client service, operational excellence, and continuous improvement.
  7. Partner with senior leaders to develop and execute plans to standardize processes, improve operational capabilities, and ensure successful implementation of change initiatives.

Requirements

  1. Extensive experience in leading large client service teams.
  2. Minimum of ten years' experience in financial services or relevant experience with 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 and lead, engage, influence, and drive performance with key stakeholders.
  6. A track record of dramatically transforming operations to create best-in-class efficiency, measurable metrics, accuracy, and processing costs across back-office operations.
  7. Comfort with technology and leveraging data to drive decision-making.
  8. Proven ability to manage large-scale business transformation change.

About Farber Group

At Farber Group, we're committed to helping people and delivering an inclusive, diverse, and equitable workplace. We're proud to have a dedicated culture committee that organizes events and supports our diverse workforce. We encourage applications from all qualified candidates who represent the diversity of Canada.

If you require any accommodations throughout the recruitment process, please 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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