Manager, Operations | Gestionnaire, Opérations

FCT; Oakville; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company committed to employee success and customer satisfaction. As a Manager of Operations, you will lead a dynamic team focused on delivering exceptional service while maximizing profitability. This role emphasizes a customer-centric approach, ensuring that the right resources are in place to meet business goals. With a strong commitment to diversity and inclusion, this organization fosters an environment where employees can thrive and grow. If you're looking for a challenging and rewarding career with opportunities for personal and professional development, this position is perfect for you.

Benefits

Comprehensive benefits including virtual healthcare

Group retirement savings plan with company match

Paid holidays and generous paid time off

Hybrid work arrangements

Paid volunteer opportunities

Employee recognition programs

Potential for performance-based incentives

Stock purchase plan participation

Qualifications

• 10+ years of industry experience with 5 years in operations management.
• Broad understanding of customer segments and industry best practices.

Responsibilities

• Manage human capital for daily transactions and ensure employee training.
• Monitor metrics to improve processes and delivery.
• Provide leadership and coaching for employee development.

Skills

Operations Management

Customer Service Principles

Employee Management

Process Improvement

Bilingual Communication

Education

Bachelor’s Degree in Business Administration

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 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 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 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

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 virtual healthcare and an Employee & Family Assistance Program

• 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

The Great Place to Work Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces in North America.

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.