Lead, Operations

First American; Calgary; On-site; CAD 62,000 - 76,000; Full time

Benefits offered by this job

Hybrid work arrangements

EFAP & Wellness program

Paid holidays

Volunteer opportunities

Performance-based incentives

Stock purchase plan

Job summary

FCT seeks an experienced Lead, Operations to supervise daily team activities, plan resources, and deliver high-quality customer service. The role emphasizes adherence to procedures and turnaround times in a hybrid Canadian work environment.

You will mentor staff, manage escalations, and continuously improve processes while aligning with FCT’s values and culture. A legal-administrative background and mortgage experience are required.

Qualifications

• Two-Three years supervisory/Team Lead experience
• Graduate of Law Clerk/Legal Administrative program or equivalent experience
• Three to four years mortgage related experience
• Ability to work under pressure and handle stressful situations
• Strong problem-solving and prioritization abilities
• Excellent attention to detail with ability to manage competing priorities
• Good judgment in protecting confidential information
• Deliver customer-centric service with responsiveness and accuracy
• Proficient in MS Office and Outlook, Excel
• Flexibility to work additional hours including weekends and off hours

Responsibilities

• Provide superior customer service to clients across channels
• Manage all elevated inquiries within specified timeframes
• Develop partnerships with internal/external stakeholders to improve service
• Maintain SOPs and training materials
• Handle complex files with appropriate stakeholders
• Keep up-to-date on corporate and lender policies
• Develop training plans for staff and cross-training
• Provide constructive feedback for performance reviews
• Lead initiatives to improve engagement, productivity and retention
• Oversee day-to-day operations including service levels and workforce management
• Support manager with year-end reviews and calibration

Skills

Supervisory experience

Mortgage experience

Problem solving

Attention to detail

Customer service

MS Office

Outlook

Ability to work weekends

Education

Law Clerk/Legal Administrative program

Equivalent experience

Tools

MS Office

Outlook

Job description

Company Summary

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 Lead, Operations, you are responsible for supporting the department’s day-to-day operations, planning and supervising the team efficiently, and delivering high-quality customer service while adhering to established procedures and turnaround times. All responsibilities are carried out in alignment with FCT’s corporate values and culture.

Here’s how you’ll contribute:

• Provide superior customer service to our clients through all channels
• Manage all elevated inquiries within specified timeframes.
• Develop internal and external partnerships to enhance overall customer service experience.
• Expert knowledge of Standard Operating Procedures and make necessary amendments to internal records and training materials
• Manage complex situations and files with the appropriate stakeholders, Ie. Title Officers and Lender representative (lender, mortgage specialist etc.)
• Accountable to maintain up to date knowledge of all corporate and lender policies and procedures
• Develop training plans for new staff and ongoing cross training within the team
• Provide day-to-day balanced, constructive feedback to members of the team regarding their work
• Lead initiatives designed to increase employee engagement, improve productivity, and improve recruitment and retention experience.
• Lead team through building, motivating, and coaching to achieve productivity and customer experience goals
• Maintain day-to-day operations of the team which includes but not limited to, service levels, workforce management, and staff support
• Provide detailed feedback to the department manager for incorporation into the annual and probationary reviews of department employees
• Assist Manager with year end reviews and provide detailed feedback to Manage for calibration when needed

Here’s what you’ll bring:

• Two-Three years supervisory/Team Lead experience is required
• Graduate of Law Clerk/Legal Administrative program or equivalent experience is required
• Three to four years mortgage related experience is required
• Demonstrated ability to work under pressure and adeptly handle stressful situations
• Proven ability to problem- solve and prioritize issues.
• Possess strong attention to detail with the ability to manage competing priorities within a busy office environment.
• Ability to exercise good judgment in protecting confidential information.
• Demonstrated ability to deliver customer-centric service, with a focus on responsiveness, accuracy, and professionalism
• Intermediate computer skills in MS Office and Outlook, Excel
• Flexibility to work additional hours as required including weekends and off hours as needed

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
• Hybrid work arrangements
• 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

Total Direct Compensation: 62,000 - 75,800 Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)

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.

We may use AI assisted tools to help screen or assess applications; however, all hiring decisions include human review. 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.

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!