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Vice President, Customer Operations

2 weeks ago

Toronto, Ontario, Canada Momentum Financial Services Group Full time

Vice President, Customer Operations

Toronto, Canada

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart—Canada's largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that enable people to access, use, and move their money more freely.

Our culture is built on innovation, collaboration, and a shared purpose to deliver financial inclusion. When you join our team, you're part of a company that is transforming financial services and making a lasting impact for millions of customers.

We've Got You Covered

  • Compensation Philosophy – Competitive pay aligned to experience and market value.

  • Discretionary Annual Bonus – Rewarding performance and contribution.

  • Comprehensive Benefits – Medical, dental, vision, and more to support your health and wellbeing.

  • Retirement Plans – Helping you plan and save for the future.

  • Hybrid Work Environment – Flexibility that balances in-office collaboration with remote work.

  • Perks and Rewards – Employee recognition programs, development opportunities, and other perks.

The Job

As the Vice President, Customer Operations, you will be a key executive leader responsible for end-to-end management and optimization of customer-facing and back-office functions. Reporting directly to the COO, this role oversees the call center, inside sales, payment operations, back-office processing, and loss prevention. You will drive strategic initiatives to enhance customer experience, improve efficiency, and support revenue growth in a highly regulated subprime lending environment.

What You'll Do

Operational Leadership

  • Lead and manage all facets of customer operations including call center, inside sales, back-office processing, payment operations, and loss prevention.

  • Set clear operational goals, KPIs, and service-level objectives across all teams.

  • Design and execute strategies to streamline processes, improve first-call resolution, and reduce customer effort.

Call Center Management

  • Oversee inbound and outbound call center operations, ensuring staffing, training, and quality standards are met.

  • Implement performance metrics and dashboards to monitor call quality, wait times, and customer satisfaction.

Inside Sales

  • Manage inbound and outbound sales teams to drive loan originations and product adoption.

  • Partner with Marketing and Product to develop campaigns that support sales growth, retention, and customer engagement.

Back Office & Payment Operations

  • Ensure timely and accurate processing of customer payments, loan servicing, and data entry.

  • Drive automation and workflow enhancements to increase efficiency and accuracy.

Loss Prevention

  • Lead fraud prevention, investigation, and risk mitigation initiatives.

  • Collaborate with Risk, Compliance, and Legal to maintain strong controls and ensure regulatory alignment.

Strategic & Cross-Functional Collaboration

  • Work with the COO and senior leadership to align customer operations with business strategy.

  • Partner with Compliance, Risk, IT, and Product to ensure operations adhere to company and regulatory standards.

  • Promote a customer-centric culture across all operational teams.

People Leadership

  • Build, coach, and develop high-performing teams with a focus on accountability, continuous improvement, and growth.

  • Create a culture of recognition, clear KPIs, and performance-driven results.

Success Metrics

  • Increased customer satisfaction (CSAT/NPS)

  • Growth in sales conversion and customer retention

  • Reduced operational costs and improved efficiency

  • Fewer operational errors, losses, and compliance gaps

  • Consistent regulatory compliance and audit readiness

What You'll Bring to the Table

  • Exceptional leadership, communication, and stakeholder management skills.

  • Strong operational and analytical mindset with ability to make data-driven decisions.

  • Deep understanding of call center dynamics, lending operations, payment systems, and loss prevention.

  • Strategic thinker with ability to execute initiatives in a fast-paced, regulated environment.

  • Passion for driving customer-focused solutions and operational excellence.

Education + Experience

  • Bachelor's degree required; MBA or equivalent preferred.

  • 10+ years of progressive leadership in customer operations, preferably within subprime or consumer lending.

  • Proven experience managing large, diverse teams across call centers, sales, and back-office functions.

  • Demonstrated ability to lead transformation initiatives that improve customer experience and operational efficiency.

  • Strong knowledge of operational metrics, reporting, and governance practices.

If you're ready to shape the future of customer operations in a growth-oriented financial services company, we'd love to hear from you. Apply today and join us in delivering financial solutions that truly make a difference.

#SJ