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Added 1 hour ago
TF
Manager Safety-1st Shift-RVI-Hanceville
Tyson Foods
Hanceville, BC
- Full-time
…that protect team members, ensure regulatory compliance, and support operational…
Added 1 hour ago
TE
Planning Intelligence & Automation
TC Energy
Calgary, AB
- Full-time
Experience with Python, SQL, AI agent frameworks, prompt design, or model evaluation.
Added 1 hour ago
Bilingual Royal Service Agent (Part-Time)
Fairmont Hotels & Resorts
Ottawa, ON
…hotel in Ottawa is looking to fill a role of Royal Service Agent…
Added 2 hours ago
OR
Sr Specialist, Contact Center Operations & Training
OSL Retail Services Inc
Mississauga, ON
- Other
We are currently seeking Sr. Specialist, Contact Centre Operations & Training. Reporting to the Senior Manager, Customer Service, this role oversees outsourced omnichannel customer service…
Added 2 hours ago
NN
Prevailing Wage & Apprenticeship Compliance Manager (m/f/d)
Nordex North America
Montreal, QC
- Full-time
…project management, subcontractor coordination, and payroll operations, ensuring cohesive collaboration and full regulatory compliance. It includes oversight of labor contractors, rigorous…
Added 2 hours ago
AC
Customer Service Agent - Claims
Alimentation Couche-Tard
Laval, QC
- Internship
Reporting to the Claims Manager, the Agent acts as the first point of contact for operators and customers in all matters related to insurance claims. The Agent handles bodily injury claims,…
Added 2 hours ago
F
Co-Founder & CEO - AI-Native Mortgage Processing
FutureSight
Canada
- Full-time
…origination, purpose-built for brokers and mid-market IMBs. The agent owns the full loan file lifecycle: reading documents, checking them against investor and agency guidelines, and routing…
Added 2 hours ago
F
Co-Founder & CEO - AI-Native Mortgage Processing
FutureSight
Canada
- Full-time
…origination, purpose-built for brokers and mid-market IMBs. The agent owns the full loan file lifecycle: reading documents, checking them against investor and agency guidelines, and routing…
Added 2 hours ago
F
Co-Founder & CEO - AI E-commerce Operations System
FutureSight
Canada
- Full-time
Omnex replaces this fragmented workflow with an autonomous, multi-agent AI workforce. Instead of giving sellers another dashboard, Omnex continuously understands the business, reasons…
Added 2 hours ago
F
Co-Founder & CEO - AI E-commerce Operations System
FutureSight
Canada
- Full-time
Omnex replaces this fragmented workflow with an autonomous, multi-agent AI workforce. Instead of giving sellers another dashboard, Omnex continuously understands the business, reasons…
Added 2 hours ago
F
Co-Founder & CEO - AI Accounting Agents for CPA Firms
FutureSight
Canada
- Full-time
FutureSight is seeking a Co-Founder & CEO to lead Crossfoot, an AI-native accounting agent platform. This is a co-founder partnership with meaningful founder equity, not a salaried…
Added 2 hours ago
TR
Automation Project Engineer
Teck Resources Limited
Trail, BC
- $107,000 to $132,000 CAD / year
- Full-time
Demonstrated ability to influence individuals and teams at all levels of the organization, acting as a change agent to support the adoption of new processes, practices, and business…
Added 2 hours ago
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Financial Controller
KITS.COM (TSX:KITS)
Vancouver, BC
- Full-time
Build working relationships with Operations, our overseas finance team, and the reporting team so Finance is involved early.
Added 3 hours ago
Airport Ramp Agent - YYC
Unifi
Calgary, AB
…to make immediate hires on our Ramp team. As an Airport Ramp Agent, you will play a crucial role in ensuring the safe and efficient handling of aircraft on the ground. Your primary…
Added 3 hours ago
DI
Commercial Insurance – Winter 2027 Co-op/Intern
Definity Insurance Company
Waterloo, ON
- Full-time
…good use, and you’ll get to be involved with initiatives that support our strategic goals and use your skills in a supportive team…
Added 3 hours ago
ES
Senior Business Analyst
eHealth Saskatchewan
SK · Saskatchewan
- $45.73 to $55.64 CAD / hour
- Full-time
…architecture and strategic impacts. You will act as a change agent, providing leadership in business analysis and process improvement to support service modernization, client needs, and…
Added 3 hours ago
Senior Director - Cancer Care Program
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Vice President of Operations, the Senior Director, Cancer Care will be responsible for the overall planning for cancer services in Nova Scotia to support the clinical,…
Added 4 hours ago
Letter Carrier - Delivery Agent
Canada Post - Postes Canada
Vancouver, 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…
Added 5 hours ago
Senior Cyber Defense Operations Analyst
Epic Games
Vancouver, BC
Epic's Security Operations Center protects one of the world's largest player communities, along with the people, infrastructure, and technology that support it. As a Senior CDO Analyst, you…
Added 5 hours ago
D
Advisory Agent, Member and Client Experience
Desjardins
Amqui, QC · Causapscal, QC · Matapédia, QC · Sayabec, QC · Caisse Desjardins Vallée de la Matapédia
- Part-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,…
Added 5 hours ago
D
Agent, Office work and operations
Desjardins
Saguenay, QC
- Full-time
As an office work and operations agent, you provide administrative and operational support to the organization. You strive to maximize operational productivity. This may include working in…
Added 5 hours ago
A
AWS DevOps Engineer / Toronto, ON (Onsite) - FTE
AceStack
Toronto, ON
- Full-time
Apply security and compliance best practices using policy-as-code tools such as Open Policy Agent (OPA).
Added 5 hours ago
Letter Carrier - Delivery Agent
Canada Post - Postes Canada
North Vancouver, 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…
Added 5 hours ago
Letter Carrier - Delivery Agent
Canada Post - Postes Canada
Burnaby, 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…
Added 6 hours ago
Digital Product Owner - Conversational AI
Enercare
Markham, ON
Analyze AI conversations, customer and agent feedback, complaints, transfers, containment, conversion and failure reasons to identify opportunities and drive continuous improvement.

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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