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W
Regulated Pharmacy Technician
Walmart
Vernon, BC
- Full-time
…and the prescription is released to the correct customer or…
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Product Owner, Derivatives Onboarding, Capital Markets
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Montréal-Est, QC · Montreal, Quebec
- Contract
operations agent, with no role on technology solutions.
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Loss Prevention Agent
La Maison Simons
Ottawa, ON · CF Rideau Centre
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Richmond Hill, ON
- Full-time
Prompt and context engineering for coding agents (e.g. writing clear specs, providing codebase context, breaking work into agent-friendly tasks)
Added 15 mins ago
F
Senior / Staff Engineer, Applied AI (Float Intelligence)
Float
Remote, Canada
- Full-time
- Remote
Float is building an agent that works as a chief financial officer for every Canadian business: it knows the business, has all the context, and works around the clock. You would join the…
Added 15 mins ago
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Regional Service Agent
Allstate
AB · Edmonton North Agency
- Full-time
Our team is growing, and we are actively looking to hire Regional Service Agent! Reporting to the Manager, Regional Service, you will be responsible to answer service and billing inquiries…
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Transaction Services Manager  - Financial Services (Bilingual FR/EN)
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Vancouver, BC · Toronto, ON · Montreal, QC
- Full-time
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Python Developer
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Montreal, QC
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Advisory Agent, Member and Client Experience
Desjardins
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- Full-time
As a member and client experience advisory agent, you help give members and clients a better experience, and ensure that they are satisfied. This includes making sure they feel welcome,…
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Contact Centre Representative (Credit Counsellor, Client Account Management)
CIBC
Toronto, ON
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Added 30 mins ago
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Change Enablement and Adoption Co-op
CIBC
Toronto, ON
- Full-time
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Underwriting Assistant, Commercial Surety
RAISE Underwriting
Toronto, ON
- Full-time
RAISE Underwriting is an independently owned, Canadian Managing General Agent (MGA), dedicated to being an industry-leading supplier of risk insurance and surety products through…
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C
Clinical Nurse Practitioner, Respirology, Ambulatory Care – Permanent Full-Time
CHEO
Ottawa, ON
- $65.09 to $76.14 CAD / hour
Acts as a change agent to seek continuous improvement of care delivery within specialty and beyond
Added 45 mins ago
AG
Passenger Service Agent
Alliance Ground International
Edmonton, AB · YEG Airport
- Part-time
From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Agent you’ll ensure our traveling customers are kept well-informed and are in the right place at the right…
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Maintenance & Reliability Manager
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- Full-time
Act as a change agent for the site, constructively challenging legacy maintenance practices and identifying better ways of working.
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Leasing Agent
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- $50,000 to $55,000 CAD / year
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Victoria, BC
…part of making this happen. As a temporary, on-call delivery agent (also known as a letter carrier), you’ll be the face of Canada Post in your community and make sure customers and…
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Toronto, ON
- $180,000 to $220,000 CAD / year
Added 1 hour ago
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Accounts Payables Agent
Olymbec
Montreal, QC
- $55,000 to $60,000 CAD / year
- Full-time
Olymbec is actively seeking an Accounts Payable Agent to join our team. The incumbent will be responsible for performing numerous accounts payable tasks as well as administrative duties to…
Added 1 hour ago
SI
Underwriting Assistant
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Sudbury, ON
- Full-time
Company Description Silverstar Insurance Intermediaries Ltd is a Canadian Managing General Agent (MGA) based in Sudbury, Ontario and licensed by RIBO (Reg. No. 6403). The organization…
Added 1 hour ago
FI
Process Excellence Consultant
FP Inc.
Toronto, ON
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Added 1 hour ago
CC102 A - Introduction to the Criminal Justice System (Winter 2027) *Internal Posting for CTF only*
Wilfrid Laurier University
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…Laurier Faculty Association (WLUFA) is the exclusive bargaining agent. All applicants are assessed using the “Appendix H: Assessment of CTF Candidates under 13.6.1” in the collective…
Added 1 hour ago
BT
Software Developer Intern - WINTER 2027
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Added 1 hour ago
SL
Director, Security Architecture
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…them, and the platforms that host them. This includes model and agent governance, AI security posture management, data-classification controls for training and inference, guardrails against…

BGone Consultants

Head of Operations

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 3, 2026
Posting language: English
Posted: Nov 3, 2026

Original job description

Job Description: Head of Operations

Location: Toronto, ON (Hybrid)

Reporting to: Country Head / Group Head of Overseas Operations

## Job Purpose

As the Head of Operations for UpCredit Canada, you will hold full ownership of the strategic planning, team building, and day-to-day management of our core operational pillars: Collections, Customer Service, and Telesales/Agent Operations. You will be directly accountable for credit portfolio quality (recovery rates), customer satisfaction (NPS), and conversion rates in the Canadian market. This role requires a data-driven leader who balances local team management expertise with a proven track record in FinTech or consumer lending.

## Key Responsibilities

Collections Management

Strategy & Framework: Design, implement, and optimize early to late-stage collection strategies and Standard Operating Procedures (SOPs) tailored to the Canadian consumer market.

Compliance & Risk: Ensure all collection practices strictly adhere to Canadian federal and provincial financial regulations and consumer protection laws (e.g., Ontario's Collection and Debt Settlement Services Act and equivalent provincial legislation).

Performance Control: Own operational KPIs including Roll Rates, Recovery Rates, and Bad Debt Ratios. Leverage data analytics to identify bottlenecks and optimize the collection funnel.

Customer Service & Telesales Management

Support Excellence: Establish and refine customer service workflows to maximize First Contact Resolution (FCR), minimize Turnaround Time (TAT), and drive user satisfaction.

Conversion & Retention: Lead telesales and loan renewal teams. Optimize out-bound calling strategies, script frameworks, and incentive schemes to maximize customer lifetime value and conversion rates.

Quality Assurance: Implement a rigorous QA framework and monitoring system to review call recordings, mitigate compliance risks, and minimize customer complaints.

Leadership & Vendor Management

Team Building: Recruit, train, and manage a high-performing local operations team from the ground up, establishing clear KPIs/OKRs and professional development paths.

BPO Management: Manage relationships with third-party Business Process Outsourcing (BPO) vendors, leading SLA negotiations, onboarding, and ongoing performance audits if external capacity is utilized.

Cross-Border Collaboration

Partner closely with HQ (Shanghai) Product, Risk, and Tech teams to localize and iterate core operational infrastructure (e.g., CRM, dialers, collections systems, and omnichannel support tools).

## Qualifications & Requirements

Experience: 5+ years of operational management experience in Consumer Lending, FinTech, digital banks, or retail credit; with at least 3+ years specifically leading collections, customer service, or telesales teams.

Market Knowledge: Deep understanding of the Canadian consumer credit landscape, local borrower behaviors, and relevant regulatory frameworks.

Data-Driven: Exceptional analytical skills with a proven track record of using data dashboards and funnel metrics to solve complex operational problems.

Language Proficiency: Professional-level English

Mindset: A hands-on leader who thrives in a fast-paced, entrepreneurial FinTech environment and possesses a strong "zero-to-one" execution mindset.

Our Vision: To bridge traditional financial gaps through technology and drive true financial inclusion. As the Group's flagship brand in North America, UpCredit leverages this robust technological backing and capital strength to deliver a premier digital credit experience to Canadian consumers.

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More about this job

Responsibilities

Lead the strategy and daily operations for collections, customer service, and telesales, with accountability for portfolio recovery, customer satisfaction, and conversion performance. Build and manage local teams and BPO relationships, ensure regulatory compliance, and collaborate with Shanghai-based product, risk, and technology teams to localize operational systems.

Requirements

Requires at least five years of operational management experience in consumer lending, FinTech, digital banking, or retail credit, including three or more years leading collections, customer service, or telesales teams. Candidates should have strong knowledge of Canadian consumer credit and regulations, excellent analytical skills, professional-level English, and a hands-on, entrepreneurial approach.

Skills

Collections Management
Customer Service
Telesales Management
Consumer Lending
Canadian Financial Regulations
Team Building
Vendor Management
Data Analytics
KPI Management
Quality Assurance
Customer Satisfaction
Credit Portfolio Management
Cross-Border Collaboration
Process Optimization
Compliance Management

Visa sponsorship

Not detected in the job text

Keywords

Consumer Lending
FinTech
Digital Banking
Retail Credit
Collections
Recovery Rates
Roll Rates
Bad Debt Ratios
Customer Service
Telesales
Loan Renewals
First Contact Resolution
Turnaround Time
Quality Assurance
Call Monitoring
Canadian Consumer Credit
Collection and Debt Settlement Services Act
Standard Operating Procedures
Key Performance Indicators
Objectives and Key Results
Business Process Outsourcing
Service-Level Agreements
Dialers
Omnichannel Support
Data Dashboards
Funnel Metrics
Customer Lifetime Value
Customer Satisfaction
Conversion Rates

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