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Added 1 min ago
US
Dispatch Manager
Univar Solutions
Guelph, ON
- Full-time
Some product knowledge, chemical industry background and/or chemistry classes a plus
Added 1 min ago
OI
Senior Business Analyst
Optisigma Inc.
Ottawa, ON
- Full-time
Lead backlog refinement and prioritization sessions alongside product owners and developers;
Added 1 min ago
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Configuration Management Specialist
AirPro SAR Services Inc.
Ottawa, ON
- Full-time
…infrastructure, and material support throughout the entire product lifecycle. Our dedicated team ensures that Canada’s state-of-the-art search and rescue aircraft are always mission-ready,…
Added 1 min ago
AS
ILS Manager
AirPro SAR Services Inc.
Ottawa, ON
- Full-time
…infrastructure, training and material support - throughout the entire product lifecycle. Our dedicated team ensures that Canada’s state-of-the-art search and rescue aircraft are always…
Added 1 min ago
PA
Sales Manager
PAL Airlines
Quebec, QC
- Full-time
Identify and assist in the development of product improvements for PAL Airlines scheduled service and cargo operations;
Added 1 min ago
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Senior Manager, Sustainability Reporting
TD
Toronto, ON
- Full-time
Added 15 mins ago
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Engineering Technology Specialist
Price Industries
Winnipeg, MB
- Full-time
…digital tools. This role partners with Design Engineering, Product Engineering, Manufacturing, IT, and other cross-functional teams to improve engineering data quality, design efficiency,…
Added 15 mins ago
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Sales and Merchandising Co-worker
IKEA
Toronto, ON · Etobicoke, ON
- Part-time
Added 15 mins ago
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Sales Development Representative, Outbound (Toronto)
Rippling
Toronto, ON
- Full-time
Become a product expert across our entire platform and understand our competitor landscape
Added 15 mins ago
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Digital Product Designer [AQ-25101]
Aquent
Toronto, ON
- Contract
…revolutionizing how businesses manage their finances. As a **Digital Product Designer**, you will be at the forefront of innovation, driving the conceptualization, development, and…
Added 15 mins ago
PC
Manager, Integrated Supply Chain - M&M Food Market
Parkland Corporation
Mississauga, ON
- Full-time
…a line of categories for vendor partners. The role ensures product availability, service level attainment, cost control, and operational efficiency while supporting business growth…
Added 15 mins ago
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Registered Nurse (RN), Oncology Clinic - BC Cancer Kelowna
Provincial Health Services Authority
Kelowna, BC
- Full-time
Added 15 mins ago
PC
Manager, Integrated Supply Chain - M&M Food Market
Parkland Corporation
Mississauga, ON
- Full-time
…a line of categories for vendor partners. The role ensures product availability, service level attainment, cost control, and operational efficiency while supporting business growth…
Added 15 mins ago
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Senior Java Low Latency Developer
PeoplePilot
Mississauga, ON
- $120,000 to $130,000 CAD / year
- Full-time
We are seeking an experienced Senior Java Low Latency Developer to join our team in Mississauga, Ontario, working on high-performance enterprise applications . The ideal candidate will have…
Added 15 mins ago
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Production Designer SolidWorks Drawings
Engineering Search Firm Inc.
Newmarket, ON
- Full-time
Added 15 mins ago
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Sales Development Representative, Outbound (Toronto)
Rippling
Toronto, ON
- Full-time
Become a product expert across our entire platform and understand our competitor landscape
Added 15 mins ago
A
Senior Interaction Designer [AQ-25100]
Aquent
Toronto, ON
- Contract
…intuitive, inclusive, and highly effective, directly influencing product development, driving innovation, and elevating the standard of digital design to impact countless users…
Added 15 mins ago
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Retail Associate
Hype Events
Toronto, ON · Greater Toronto Area, Canada
- $41,000 to $45,000 CAD / year
- Full-time
Added 15 mins ago
CC
Senior Manager, Donor Communications
Canadian Cancer Society
Vancouver, BC
- Full-time
…understand how to develop and customize content, positioning and product messaging to various audiences to achieve fundraising and engagement objectives. You’ve led the development of…
Added 16 mins ago
Director, Wealth Strategy & Research - 12-month contract - Tangerine
Scotiabank
ON · Toronto, ON
…will serve as a thought leader, driving insights that inform product strategy, market positioning, and long-term…
Added 45 mins ago
HE
Entry level Event Assistant
Hype Events
Toronto, ON · Greater Toronto Area, Canada
- $41,000 to $45,000 CAD / year
- Full-time
Added 45 mins ago
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Content Creator – Viral Launch Videos
Twine
Canada
- Contract
…social platforms. You will be responsible for researching each product to uncover its unique 'aha' moment and translating that insight into scripts optimized for maximum audience retention…
Added 45 mins ago
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Director, Product Marketing, North America - HCM & Payroll
Sage
Toronto, ON
- Full-time
We have a significant opportunity to grow our HCM & Payroll product portfolio across North America. With the launch of Sage HCM, our expanding AI capabilities, and the ability to connect…
Added 1 hour ago
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Brand Advocacy Program Specialist
Jobgether
Canada
- Full-time
Maintain the program calendar across promotions, seasonal campaigns, product launches, and relevant food holidays.
Added 1 hour ago
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Chief Technology Officer
Aimhire
Toronto, ON
- Full-time
They’re looking for a hands-on, product-minded CTO to lead product and engineering and build an AI-native platform for the next phase of growth.

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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