Manager, Operations

FCT; Oakville; On-site; CAD 90,000 - 120,000; Full time

Job summary

FCT is seeking a Manager, Operations to lead a team focused on customer centricity and operational excellence. The role involves managing resources, improving processes, and ensuring profitability while fostering a positive work environment. Ideal candidates have extensive mortgage industry experience and strong leadership skills.

Qualifications

• 10+ years of mortgage industry experience and/or 5 years operations management experience.
• Proven ability to plan and manage operational process for maximum efficiency and productivity.

Responsibilities

• Manage human capital for processing daily transactions.
• Monitor and action metrics to improve processes and delivery.
• Provide leadership direction and coaching.

Skills

Customer Service

Leadership

Operational Efficiency

Education

Bachelor’s degree in business administration

Job description

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 a Manager, Operations you will be responsible for the delivery of our business with a focus on customer centricity. You will ensure the people and technology resources are in place to manage budgeted volume, maximize profitability and meet expense budgets. The ability to motivate and inspire employees in alignment to FCT’s culture and values is essential, especially during seasonal volumes.

HERE’S HOW YOU’LL CONTRIBUTE:

• Manage the human capital for processing daily transactions including ensuring employees are onboarded, trained and focused on customer needs
• Monitor and action metrics such as call volume, productivity statistics and customer feedback data to improve processes and delivery
• Provide leadership direction, performance management and coaching as well as individual professional development
• Ensure that FCT has created an environment where employees can flourish and grow
• Initiate new projects/processes /tasks to improve the quality of the division and FCT
• Meet expense budget requirements with a focus on continuous improvement to overall profitability
• Develop strong internal relationships with business partners.

HERE’S WHAT YOU’LL BRING:

• 10+ years of mortgage industry experience and/or 5 years operations management experience
• Bachelor’s degree in business administration or related field an asset
• Broad understanding of and knowledge of FCT’s customer segments
• Broad understanding and knowledge of mortgage industry best practices in operations
• Good knowledge of customer service principles and experience in employee management
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Bilingual – an asset but not required