Senior Manager, Operations

CanCap Group delivers fully managed programs for third-party financial institutions. The Senior Manager, Operations & Client Services, will lead a dedicated team responsible for the origination and ongoing servicing of a Small and Medium Enterprise (SME) automotive fleet lending portfolio on behalf of a third-party client.

This leader will oversee the full client lifecycle — from origination activities through post-funding support — ensuring seamless delivery of services such as fleet onboarding, account management, collections, and service activations. They will ensure operational excellence, compliance, and client satisfaction through strong process management, policy implementation, and continuous improvement.

The Senior Manager will also act as the primary operational point of contact for our third-party client, driving seamless integration, adherence to service level agreements (SLAs), and delivery of exceptional service standards. This role is critical to shaping the program design, building and leading a high-performing team, and strengthening the partnership with our client.

Key Responsibilities

Client Relationship Management

• Serve as the primary operational contact for the SME fleet lending client, maintaining a strong, collaborative partnership.
• Communicate proactively on operational performance, address inquiries, and align on strategic objectives.
• Oversee client onboarding, product activations, renewals, satisfaction campaigns, and eligibility interviews.
• Support client communications, Salesforce updates, RFP responses, and maintenance of client templates.

Service Standards & SLA Management

• Ensure delivery of services in accordance with SLAs.
• Monitor performance, identify risks or deviations, and implement proactive solutions to maintain compliance.

Quality & Compliance

• Establish and oversee quality frameworks to ensure accuracy, service excellence, and adherence to internal and client-specific policies.
• Support audits and implement corrective actions as needed.

Process Optimization

• Lead continuous improvement initiatives to streamline origination and servicing processes.
• Identify inefficiencies and implement changes to enhance client and end-customer experiences.

Policy & Procedure Management

• Collaborate with the client and internal stakeholders to review, refine, and implement operational policies.

Team Leadership & Development

• Recruit, coach, and mentor a team of generalists and specialists across sales support, data processing, client servicing, and credit fulfillment.
• Foster a culture of accountability, collaboration, and continuous learning.

Escalation & Issue Resolution

• Act as the escalation point for complex operational or client concerns, ensuring timely and effective resolution.

Performance Reporting

• Develop and deliver reporting on key operational metrics and trends for both internal leadership and the client.
• Leverage data insights to inform decision-making and improve results.

Cross-functional Collaboration

• Partner with IT, compliance, and other internal teams to ensure seamless support of outsourced fleet lending operations.
• Promote engagement and alignment with client and corporate goals through regular team meetings and communications.

Minimum Qualifications

• 5–7 years of progressive experience in automotive fleet lending operations and/or client management, including at least 3 years in a leadership role.
• Strong background in commercial or fleet lending required.
• Proven ability to build and maintain strong corporate client relationships and manage expectations.
• Strong analytical and reporting skills, with proficiency in LOS/LMS platforms and Microsoft Office Suite.
• Demonstrated ability to lead teams, optimize processes, and maintain compliance.
• Client-focused mindset with a commitment to service excellence.

To be considered for employment you will need to successfully pass a criminal background check and validate your work experience.

Next Steps

Adding to our team is one of the important steps that happens in our business. We've taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting. Help us understand how you would be a great addition to our team.

Diversity and Inclusion

The CanCap Group and our subsidiaries are an equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.

Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.