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Added 9 mins ago
Sous Chef
HelloFresh
Mississauga, ON
…Sunday to Thursday. Flexibility outside these hours based on business needs will be…
Added 9 mins ago
Production Supervisor
HelloFresh
Mississauga, ON
…Sunday to Thursday. Flexibility outside these hours based on business needs will be…
Added 9 mins ago
Human Resources Advisor
ANDRITZ AG
Peterborough, ON
Serve as an HR business partner to employees and managers, providing guidance on employee engagement, performance management, development, and labor relations;
Added 9 mins ago
Operations Coordinator Part -Time
Hubbell Incorporated
Toronto, ON · North York, ON
…Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools…
Added 9 mins ago
Mainframe Production Support Engineer
Capgemini
Toronto, ON
As a Senior Developer, you will be working in a development and support capacity on our core mainframe cards and transactions system.
Added 9 mins ago
RB
Engineering Assistant
R.J. Burnside & Associates Limited
Thunder Bay, ON
- Full-time
Regional travel for client and agency meetings, business development, inspections, and site visits, as required;
Added 9 mins ago
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People Business Partner (12-Month Contract)
1-800-GOT-JUNK?
Vancouver, BC · Toronto, ON
- Full-time
1-800-GOT-JUNK? is seeking a dynamic People Business Partner (12-Month Maternity Leave Contract) to act as a core strategic ally to departmental leaders and a collaborative driver within…
Added 9 mins ago
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YHM - Training Coordinator
Cargojet
Hamilton, ON
- Full-time
…cargo services and carries over 1,300,000 pounds of cargo each business night. Cargojet operates its network across North America each business night, utilizing a fleet of all-cargo…
Added 9 mins ago
M
Senior Full Stack Java Engineer
Miratech
ON · Ontario, CANADA
- Full-time
…create technology that helps our clients further enhance their business. We are a values-driven organization, and our culture of Relentless Performance has enabled over 99% of Miratech's…
Added 9 mins ago
FB
Assistant Department Manager - Kingston
Farm Boy Inc.
Kingston, ON
- From $21.5 CAD / hour
- Full-time
Completion of a post-secondary program with an emphasis in business, plus a minimum of 1 year of progressively responsible supervisory or management experience in a similar role, or an…
Added 9 mins ago
Senior Data Engineer
ZoomInfo Technologies LLC
Toronto, ON
…Corporate Strategy and GTM Strategy teams use to plan and track the business: pipeline created, bookings, conversion, renewals, market size, and results against plan. The same certified…
Added 9 mins ago
IW
Outside Sales Representative
ICONIX Waterworks
London, ON
- Other
Understand customer’s needs and look for opportunities to expand business by offering other goods or services
Added 9 mins ago
EC
Material Handler
EMCO Corporation
Cranbrook, BC
- Up to $45,000 CAD / year
- Full-time
…members to act like owners and make a difference within our business through striving for innovation and providing excellence in customer…
Added 9 mins ago
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Concepteur de produits principal/ Senior Product Designer
Acumatica
Montreal, QC
- Full-time
…companies thrive in today’s digital economy. Our industry-specific business management solution is engineered to address real-world needs - featuring intelligent workflows and…
Added 24 mins ago
RM
Supervisor, Centralized Scheduling
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
An undergraduate degree or diploma in Human Resources, Business Administration, or a related field, or an equivalent combination of education and relevant experience.
Added 24 mins ago
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Clarity PPM Developer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
- Full-time
Skills: Planview Project & Portfolio Management, MySQL, Business Process Management (BPM)
Added 24 mins ago
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Sous Chef
Canopy By Hilton Toronto Yorkville
Canada
- Full-time
Added 24 mins ago
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Observability Product Owner-EN 503
Export Development Canada | Exportation et développement Canada
Calgary, AB
- $96,557 to $128,743 CAD / year
- Full-time
…stable, dependable and resilient while enabling employees and business teams to work, connect, collaborate and serve customers. Within this mandate, TOS builds and operates the Monitoring &…
Added 24 mins ago
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Human Resources Advisor
ANDRITZ
Peterborough, ON
- €80,000 to €100,000 EUR / year
- Full-time
Serve as an HR business partner to employees and managers, providing guidance on employee engagement, performance management, development, and labor relations;
Added 24 mins ago
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Project Manager, Transit Planning
Halifax Regional Municipality
Halifax, NS
- $71,650 to $92,730 CAD / year
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Coordinates the implementation of capital projects with other HRM business units.
Added 24 mins ago
ED
Observability Product Owner-EN 503
Export Development Canada | Exportation et développement Canada
Halifax, NS
- $96,557 to $128,743 CAD / year
- Full-time
…stable, dependable and resilient while enabling employees and business teams to work, connect, collaborate and serve customers. Within this mandate, TOS builds and operates the Monitoring &…
Added 24 mins ago
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Lead Infrastructure Software Developer
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- Full-time
We are seeking a Lead Software Infrastructure Developer to architect, implement, and evolve the core infrastructure powering its consumer-facing cloud applications. This is a high-impact…
Added 24 mins ago
ED
Observability Product Owner-EN 503
Export Development Canada | Exportation et développement Canada
Ottawa, ON
- $96,557 to $128,743 CAD / year
- Full-time
…stable, dependable and resilient while enabling employees and business teams to work, connect, collaborate and serve customers. Within this mandate, TOS builds and operates the Monitoring &…
Added 24 mins ago
ED
Observability Product Owner-EN 503
Export Development Canada | Exportation et développement Canada
Montreal, QC
- $96,557 to $128,743 CAD / year
- Full-time
…stable, dependable and resilient while enabling employees and business teams to work, connect, collaborate and serve customers. Within this mandate, TOS builds and operates the Monitoring &…
Added 24 mins ago
ED
Observability Product Owner-EN 503
Export Development Canada | Exportation et développement Canada
Toronto, ON
- $96,557 to $128,743 CAD / year
- Full-time
…stable, dependable and resilient while enabling employees and business teams to work, connect, collaborate and serve customers. Within this mandate, TOS builds and operates the Monitoring &…

BGone Consultants

Head of Operations

Toronto, ON, Canada

Full-time

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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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