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Added 11 mins ago
A
Intégrateur système nacelle / Nacelle System Integrator
Airbus
Mirabel, QC · Montreal, QC
- Full-time
Added 12 mins ago
B
Maintenance & Reliability Manager
Bimeda
Cambridge, ON
- Full-time
Identify chronic equipment losses and lead structured root-cause problem solving to eliminate repeat failures and improve asset performance.
Added 12 mins ago
IC
Trade Compliance Manager
IDEX Corporation
Ottawa, ON
- Full-time
The Trade Compliance Manager will lead the Iridian Spectral Technologies compliance program and will be the main point of contact for the company’s Controlled Goods Program (CGP). In…
Added 12 mins ago
AP
Senior Backend Developer
Accommodations Plus International
Markham, ON
- $125,000 to $135,000 CAD / year
…development role: you’ll write Java and Spring Boot code every day, design APIs and data models, and work closely with your Team Lead, frontend developers, and cross-functional partners to…
Added 12 mins ago
AP
Senior Full Stack Developer
Accommodations Plus International
Markham, ON
- $125,000 to $135,000 CAD / year
…integrations to user interfaces, and work closely with your Team Lead and cross-functional partners to deliver secure, reliable solutions. You’ll also bring strong, practical AI skills,…
Added 12 mins ago
OM
Senior Lead, Policies & Programs (People and Culture)
Ontario Medical Association
Toronto, ON
- Full-time
…through a strong consultative approach to support the research, design and drafting of policies and programs for approval that are equitable, accessible, and well understood, contributing…
Added 12 mins ago
FS
Senior Analyst, Quality Assurance Products
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
- Full-time
Analyze business requirements, user stories, acceptance criteria, and functional design documents to develop detailed test plans, scenarios, scripts, and coverage matrices.
Added 12 mins ago
FS
Manager, Food & Beverage Products
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
- Full-time
…Finance-enabled process - from opportunity identification and process design through requirements, delivery, adoption, ongoing operation, issue resolution, and value realization - to ensure…
Added 12 mins ago
Project Lead - Nuclear Services
E.S. FOX LIMITED
Pickering, ON
Reporting to the Project Manager, the Project Lead is responsible for supporting the Project Manager with various project-related activities throughout the project lifecycle. The Project…
Added 12 mins ago
Project Manager - Nuclear Services
E.S. FOX LIMITED
Pickering, ON
Lead and supervise the project team while providing direction and guidance.
Added 12 mins ago
Senior Manager, Business Banking Advisory - Tangerine
Scotiabank
Toronto, ON
The Senior Manager, Business Advice and Client Growth will lead the development of Business Advice as a differentiated, value-added proposition for Tangerine Business clients. The role will…
Added 12 mins ago
Senior Manager, Marketing Channel Strategy & Operations
Scotiabank
Toronto, ON
6. Project Management – lead the team’s Managers in all CMS related enhancements and projects that have been requested from the Content & Design team, the Core projects team, business, or…
Added 12 mins ago
FG
Software Engineer, Full-Stack Applications (Associate Director)- AI Fluent
Fitch Group
Toronto, ON
- $180,000 to $220,000 CAD / year
Lead Software Engineer, Full-Stack Applications – AI Fluent
Added 12 mins ago
D
Credit Risk Modelling Data Scientist
Desjardins
Montreal, QC
- Full-time
…understanding of member and client behaviours and credit habits. You lead practitioners on projects that develop and use credit models for the institution’s business activities. Your…
Added 26 mins ago
LC
Human Resources Business Partner
Lakeland College Canada
Vermilion, AB
- Full-time
…Join our team and be part of helping our students take the lead not only into the future, but today. Lakeland College is seeking a collaborative and strategic Human Resource Business…
Added 26 mins ago
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Senior Director Process Engineering - NORAM
Veolia | Water Tech
ON · Ontario, Canada
- $169,000 to $220,000 CAD / year
- Full-time
We're seeking a strategic and highly experienced Senior Director of Process Engineering to lead the design and development of water, wastewater, and bio-solids treatment solutions across…
Added 26 mins ago
EI
Roadway Lead - Major Projects
Egis in Canada
Toronto, ON
- $150,000 to $190,000 CAD / year
- Full-time
Roadway Lead is a senior-level civil infrastructure professional based in Toronto, Ontario, Canada, responsible for providing technical leadership and roadway engineering oversight on…
Added 26 mins ago
EI
Civil Roadway - Senior Engineer - Major Projects
Egis in Canada
Toronto, ON
- $125,000 to $175,000 CAD / year
- Full-time
The role provides technical leadership throughout planning, detailed design, and project delivery phases, ensuring roadway design integration, coordination across engineering disciplines,…
Added 26 mins ago
A
AI Systems Engineer
Altis
Peterborough, ON
- $40 to $50 CAD / hour
- Contract
You’ll lead or support the design and implementation of ECMS digital solutions from requirements through deployment and operational handover
Added 26 mins ago
EI
Municipal Engineer - Major Projects
Egis in Canada
Toronto, ON
- $95,000 to $130,000 CAD / year
- Full-time
Lead civil roadway design activities for major transportation infrastructure projects involving highways, interchanges, intersections, and municipal roadway networks.
Added 26 mins ago
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Design Lead - Facade Detailing
Mitrex - Building-Integrated Solar Technology
Toronto, ON
- Full-time
We're growing our drafting team and need a Design Lead to lead it. You'll be the team's direct technical leader - the primary point of contact for clients on façade and cladding shop…
Added 26 mins ago
IS
AI Solutions Architect
Iris Software Inc.
Toronto, ON
- Contract
Lead a cross-functional Iris team spanning architecture, design, development, and QA.
Added 26 mins ago
FI
Process Excellence Consultant
FP Inc.
Toronto, ON
- $50 to $64 CAD / hour
- Contract
Lead current-state process mapping, root cause analysis, and future-state process design to support strategic transformation priorities.
Added 26 mins ago
I
Senior Consultant - IFS Cloud FSM Functional
Infosys
Calgary, AB
- Full-time
Experience in Architecture/Design /Detailing of Processes and Problem Definition
Added 26 mins ago
SL
Engineering Manager
Strescon Limited
Saint John, NB
- Full-time
Lead and oversee precast and prestressed concrete engineering and design.

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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