Director, Operations

FCT; Oakville; On-site; CAD 120,000 - 190,000; Full time

Benefits offered by this job

EFAP

Retirement plan

Paid holidays

Volunteer programs

Stock purchase plan

Incentives

Job summary

FCT is seeking a Director, Operations to lead daily operations, attract top talent, and mentor multiple levels of management across the division. You will align with Sales, Product and other leaders to drive efficient, low-cost operations while maintaining exceptional customer experience in mortgage servicing.

You will plan, develop, execute and monitor strategies to improve performance, engage employees, and collaborate with stakeholders to optimize processes and digitization initiatives.

Qualifications

• 10+ years of management experience in operations
• Bachelor's degree in business administration or related field is an asset
• Broad understanding of FCT’s customer segments and industry practices
• Proven experience managing large teams and maximizing engagement
• Strong knowledge of data analysis and performance metrics
• Experience with AI and workforce management tools to improve execution

Responsibilities

• Lead operations division and coordinate daily activities
• Develop strong relationships with Sales, Product, and Operational leaders
• Mentor and develop first-line managers and staff
• Improve resource deployment, productivity, and performance with data-driven decisions
• Collaborate with product to assess profitability and alternate fulfillment models
• Ensure positive customer experience throughout mortgage lifecycle and optimise servicing processes
• Collaborate with internal and external stakeholders to ensure smooth operations

Skills

Management experience

Interpersonal skills

Team leadership

Data analysis

AI knowledge

Relationship building

Education

Bachelor's degree in business administration

Tools

Workforce management tools

AI tools

Job description

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

As the Director, Operations you are responsible for the overall daily execution of the operations of your respective division including attracting high performing talent and leading and mentoring direct reports as well creating a strategy and goals to improve performance across your division. This role will plan, develop, execute and monitor the division ensuring efficient, low-cost operations are balanced with employee engagement and exceptional customer experience. You will be accountable to liase with other divisions to advise on issues regarding assigned and other FCT business and to remain current on the product lines and operational and technological concerns that relate to the division.

HERE’S HOW YOU’LL CONTRIBUTE:

• Lead your operations division by providing direction and leadership in coordinating all daily operations related activities and evaluating changing business needs.
• Key to success is developing and maintaining strong relationships with Sales, Product and other Operational leaders and teams to ensure alignment and advancement to improve the division holistically.
• Accountable as a manager of managers at multi levels to develop and sustain an effective multi-level unit; ensure the quality of managerial leadership practices of first-line managers; conduct talent management pool assessments with first line managers and the staff, mentoring and putting plans in place for development.
• Focus on improving resource deployment, productivity and performance balanced with exceptional employee engagement and customer experience using data driven decision making
• Work with product to help determine existing program profitability and determine alternate fulfillment models to improve effectiveness and costs
• Ensure a positive and efficient customer experience throughout the mortgage lifecycle with a focus on registration and discharge functions
• Streamline and optimize mortgage servicing processes to improve efficiency and reduce costs, potentially including digitization and automation
• Collaborate with internal and external stakeholders, including loan originators, to ensure smooth and effective operations.

HERE’S WHAT YOU’LL BRING:

• 10+ years of management experience and industry experience in diverse roles including operations management
• Bachelor’s degree in business administration or related field an asset
• Broad understanding of and knowledge of FCT’s customer segments an asset
• Broad understanding and knowledge of industry best practices an asset
• Proven experience managing large teams and maximizing employee engagement
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Strong knowledge in new technologies like AI and workforce management tools to improve operational execution
• Excellent interpersonal skills to work effectively with internal business partners and to build and maintain strong relationships
• Bilingual – an asset but not required

Preferred Qualifications

• In depth knowledge and experience in mortgage servicing operations
• Proven ability to develop innovative solutions for increased productivity
• Superior negotiation and communication skills in both internal and external settings
• Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
• Experience with Contact Centre dynamics, including working in environments with customer interaction and performance metrics
• Strong working knowledge of data analysis and performance metrics

HERE’S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
• Group retirement savings plan with company match
• Paid holidays and generous paid time off
• Paid volunteer opportunities and charitable donation matching
• Employee recognition programs that include referral incentives
• Potential for performance-based incentives
• The opportunity to participate in our stock purchase plan
• And more!

*As per terms of the employment agreement

For over a decade, FCT has been certified by the Great Place to Work Institute as one of Canada’s best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto’s Top Employers.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.