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Added 1 min ago
XI
Director, Network Development & Operations
Xplore Inc.
Cornwall, ON
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 1 min ago
I
Senior Consultant - Oracle Field Service Cloud
Infosys
Mississauga, ON
- $92,740 to $105,007 CAD / year
- Full-time
…broad understanding of service lifecycle processes across field…
Added 1 min ago
XI
Director, Network Development & Operations
Xplore Inc.
Markham, ON
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 1 min ago
XI
Director, Network Development & Operations
Xplore Inc.
Fredericton, NB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 1 min ago
XI
Director, Network Development & Operations
Xplore Inc.
Woodstock, NB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 1 min ago
RI
Food Safety and Compliance Specialist
Rentokil Initial
AB · Edmonton, AB
- $45,000 to $47,000 CAD / year
- Full-time
Steritech is the market leader in food safety, quality assurance, and customer experience management. We pride ourselves on being a trusted partner to many of the world's leading brands…
Added 1 min ago
PP
Principal Chemist
Piramal Pharma Solutions
Aurora, ON
- Full-time
Conduct laboratory scale experiments in accordance with the work plan with limited direction from the project leader or designate.Contribute to the definition of the work plan through the…
Added 1 min ago
CT
Broadcast Technician
CHCH TV
Hamilton, ON
- Part-time
As a Broadcast Technician at CHCH, you will play a crucial role in the day-to-day operations and technical stability of our live and pre-recorded television broadcasts. You will be…
Added 1 min ago
RI
Food Safety and Compliance Specialist
Rentokil Initial
Vancouver, BC
- $45,000 to $47,000 CAD / year
- Full-time
Steritech is the market leader in food safety, quality assurance, and customer experience management. We pride ourselves on being a trusted partner to many of the world's leading brands…
Added 1 min ago
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Shift Supervisor
Airswift
Squamish, BC
- Full-time
Are you an experienced Operations leader looking to be part of the commissioning, start-up, and operations of a world-class LNG facility?
Added 1 min ago
XI
Director, Network Development & Operations
Xplore Inc.
Calgary, AB
- Full-time
The Director, Network Development & Operations is the senior leader responsible for turning Xplore’s network architecture into an automated, scalable production network, delivering Core &…
Added 1 min ago
HA
Controller
Harbour Air
Vancouver, BC
- Contract
We’re looking for a CPA-designated accounting leader to lead our accounting team through a pivotal 12 months. You’ll own day-to-day accounting operations and the year-end audit, keep…
Added 1 min ago
BP
Director, Finance
BC Pavilion Corporation (PavCo)
Vancouver, BC
- $125,000 to $140,000 CAD / year
- Full-time
Finding the right finance leader for a stadium is about more than producing accurate financial statements. It's about finding someone who can thrive in a fast-paced, event-driven business…
Added 1 min ago
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Maintenance Team Lead
BGIS
Barrie, ON
- Full-time
Executes comprehensive technical inspections of building equipment, focusing on critical systems that directly impact tenant operations.
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H&M Store Manager
H&M
Dartmouth, NS
- Full-time
Ensure all admin routines for both people and operations are handled in a correct way
Added 1 min ago
Creative Services Advisor
Westerkirk
Calgary, AB
…production, maintenance, repair, and overhaul (MRO) services. Our operations are supported by a team of skilled engineers, technicians, and industry professionals who are dedicated to…
Added 1 min ago
ASSISTANT MANAGER
Boutique La Vie En Rose
Tsawwassen, BC
You are a natural leader who knows how to motivate a team;
Added 1 min ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Sarnia, ON
You’re a natural leader who knows how to motivate a team;
Added 1 min ago
GÉRANT.E
Boutique La Vie En Rose
Vaudreuil-Dorion, QC
Tu es un.e leader dans l’âme et tu sais comment motiver une équipe;
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Intern Safety Specialist (Fall 2027, 8-12 months)
Hitachi
Toronto, ON · (RSBU) Toronto
- $23 to $30 CAD / hour
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 1 min ago
R
Manufacturing Associate
RTX
Midland, ON
- Full-time
…problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we…
Added 1 min ago
GI
General Manager - Bayshore Shopping Centre
Gap Inc.
Canada
- Full-time
…growth through all aspects of the store to include, Customer Operations, Merchandising, Product Operations, and talent development. As the General Manager, you will teach and coach…
Added 17 mins ago
BP
Executive Finance Administrator
BELFOR Property Restoration Canada
Windsor, ON
- $60,000 to $70,000 CAD / year
- Full-time
…financial, and executive support to ensure efficient business operations. With a primary focus on Accounts Payable, Collections, and accounting administration, this role manages day-to-day…
Added 17 mins ago
Management and Sales Trainee
Sherwin-Williams
Mississauga, ON
…store. Through the course of the program, you will learn all operations, clients, and internal strategy, allowing you to understand the significant part you’ll play in the team’s success.…
Added 17 mins ago
Management and Sales Trainee
Sherwin-Williams
Burlington, ON
…store. Through the course of the program, you will learn all operations, clients, and internal strategy, allowing you to understand the significant part you’ll play in the team’s success.…

BGone Consultants

Head of Operations

Toronto, ON, Canada

Full-time

Apply About employer

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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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