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Added 23 mins ago
KS
Digital Transformation Analyst
Kelly Services (Canada), Ltd.
Calgary, AB
- Contract
Lead content strategy and migration: Assess, rationalize and guide the migration of website content, including content structures, taxonomy, metadata, governance and publishing standards.
Added 23 mins ago
WH
Senior Director, Human Resources (Unionized)
Waterstone Human Capital
Mississauga, ON
- Full-time
Leverage data and analytics to identify workforce trends and support evidence-based decision-making.
Added 23 mins ago
TR
Social Media Manager
Thomson Reuters
Toronto, ON
- $37 to $42 CAD / hour
- Contract
Deliver analytics and post-event recommendations for flagship moments, using performance data, social listening insights and AI tools to optimize content.
Added 23 mins ago
Director, Global Cash Management Platforms
Scotiabank
Toronto, ON
Lead and drive a customer-first culture to deepen client relationships and leverage enterprise-wide capabilities.
Added 23 mins ago
Assistant Coordinator, Jr. Reporting Co-op
Aecon
Hamilton, ON
…will gain hands-on experience supporting project reporting, data analytics, dashboard development, performance measurement, and continuous improvement initiatives within a major project…
Added 23 mins ago
Business Systems Analyst
PCL Construction
Edmonton, AB
…success, and that shared commitment drives how we work, grow and lead in the construction…
Added 39 mins ago
Supply Chain Systems and Optimization Manager
HF Sinclair
Mississauga, ON
…of best‑in‑class logistics processes and systems to enable data‑driven decision-making and ensure cross‑site alignment. Serving as the strategic and operational bridge between Supply Chain…
Added 39 mins ago
Adobe CDP Architect
Capgemini
Vancouver, BC
Experience with Adobe Journey Optimizer or Campaign, Adobe Target, Customer Journey Analytics, and Adobe data-collection capabilities.
Added 39 mins ago
Staff AI Developer - Vancouver
Robots and Pencils
Vancouver, BC
We’re looking for a Staff AI Builder to lead the design and delivery of AI/ML systems. This role is ideal for an experienced engineer who thrives on architectural decisions, can confidently…
Added 53 mins ago
BG
Area Director – Canada
BNI Global
Toronto, ON
- Full-time
Added 53 mins ago
QW
Microsoft Dynamics 365 F&O Data Architect
Quantum World Technologies Inc.
Canada
- Contract
The Microsoft Dynamics 365 Finance & Operations (D365 F&O) Data Architect will lead data architecture and technical design for the Business Intelligence (BI) and data analytics stream of…
Added 53 mins ago
KR
Senior Business Analyst
KTek Resourcing
AB · Edmonton, AB
- Contract
System Requirements - Lead end user requirements workshops and document best practice requirements
Added 53 mins ago
A
Data Architect
Altis
Mississauga, ON
- Full-time
Are you a strategic thinker who loves connecting business needs with innovative technology? We're looking for a Data & Analytics Solutions Architect to shape enterprise-wide data,…
Added 53 mins ago
GP
Manager
GGA Partners™
Toronto, ON
- Full-time
…practical strategic judgment. The successful candidate will lead important workstreams, manage day-to-day client delivery, coach junior team members, and contribute to the continued growth…
Added 53 mins ago
O
AI Technical Lead
Onepoint
Ottawa, ON · Montreal, QC
- Full-time
We are looking for an AI Technical Lead to join our team.
Added 1 hour ago
NF
Renewable Energy Asset Manager
Natural Forces
Halifax, NS
- Full-time
…Based in Halifax, Nova Scotia, this role combines engineering, data analysis, project management, and commercial asset management…
Added 1 hour ago
JI
Intermediate IT Business Analyst, Cavendish
J.D. Irving, Limited
Moncton, NB
- Full-time
They can recommend and lead delivery of complex solutions that enable the organization to achieve its goals.
Added 1 hour ago
PG
Commercial Marketing Manager
Purity Gas
Ancaster, ON
- $95,000 to $115,000 CAD / year
Oversee marketing tech stack, marketing automation, CRM integration, and data analytics infrastructure to track pipeline contribution, campaign performance, and revenue impact.
Added 1 hour ago
SD
Senior Technology Architect
Symbiotic Digital
Toronto, ON · Queen's Park Ontario Provincial Government, Ontario
- Contract
and architect system and data integration solutions.
Added 1 hour ago
M
RQ11623 - Systems Testing/QA Specialist - Senior
Maarut
Toronto, ON
- Contract
against the various components. The tester will work with the testing lead and
Added 1 hour ago
Business Analyst
Aecon
Hamilton, ON
1-3 years of experience in reporting, data analytics, business intelligence, project controls, or a related role.
Added 1 hour ago
Staff Engineer / AI Builder - Toronto
Robots and Pencils
Toronto, ON
We’re looking for a Staff AI Builder to lead the design and delivery of AI/ML systems. This role is ideal for an experienced engineer who thrives on architectural decisions, can confidently…
Added 1 hour ago
A
Growth Marketing Specialist
Apertera
Toronto, ON
- Full-time
Track performance from lead through opportunity and revenue, and help us understand what to scale, improve, or stop.
Added 1 hour ago
CC
RQ11753 - Data Analytical Specialist/Scientist - Senior
CCI- Computer Consultants International, Inc.
Toronto, ON
- Full-time
Lead the development and delivery of functional and ministry-specific analytics to support evidence-based decision-making and produce actionable insights
Added 1 hour ago
JW
Brand Manager, Jamieson, Canada BU
Jamieson Wellness Inc.
Toronto, ON
- $80,550 to $120,850 CAD / year
- Full-time
…ensuring in-year metrics are delivered as planned and will use data and analytics to drive corrective action and portfolio choices as required, to consistently deliver sales, profit, market…

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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