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Added 19 mins ago
SC
Social Service Worker
Southbridge Care Homes
Port Hope, ON
- Full-time
Identify and respond to concerns of potential financial or emotional abuse, collaborating with the interdisciplinary team to address issues.
Added 19 mins ago
HH
Moncton PACS Administrator (N-B) PCN 1000053
Horizon Health Network
Moncton, NB · Greater Moncton Metropolitan Area
- Full-time
Horizon Health Network in beautiful New Brunswick is looking for a PACS Administrator to join our team!
Added 19 mins ago
PH
Business Analyst and Project Support
Provincial Health Services Authority
Vancouver, BC
- Full-time
…close collaboration with other partners to develop business/data systems enhancements, business solutions, or business processes. Functions as a Subject Matter Expert (SME) to project team…
Added 49 mins ago
HG
Subcontracts Manager
Hypertec Group
Montreal, QC · Saint-Laurent, QC
- Full-time
Hypertec is seeking a Subcontracts Manager to join our Supply Chain team in Montreal. If you are motivated, collaborative, and aligned with our values, we would love to hear from you.
Added 50 mins ago
Social Service Worker
Southbridge Healthcare LP
Port Hope, ON
Identify and respond to concerns of potential financial or emotional abuse, collaborating with the interdisciplinary team to address issues.
Added 1 hour ago
MD
Financial Management Analyst - Management Analyst 4
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Join our dynamic team at the Minnesota Department of Health (MDH), where your passion for public health can make a tangible impact on the well-being of all Minnesotans. The Financial…
Added 1 hour ago
MS
Phased Array System Engineer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
MDA is seeking a Phased Array Antenna Systems Engineer to be responsible for the definition, development, design, integration, verification, and test of phased‑array antenna subsystems for…
Added 1 hour ago
MS
Satellite Electrical Systems Engineer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
HT
Master Data Mgmt Analyst
Husky Technologies
Bolton, ON
- Full-time
…offers an opportunity to work with – and be challenged by – a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the…
Added 1 hour ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
…offers an opportunity to work with – and be challenged by – a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the…
Added 1 hour ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
At Husky TechnologiesTM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.
Added 1 hour ago
MS
Software Integration System Engineer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
MS
Satellite & Payload Verification, Validation & Integration Systems Engineer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
MDA is seeking a Satellite & Payload IVV Engineer to join its System Engineering Department. He/she will lead the end‑to‑end V&V and integration of satellite and payload hardware and…
Added 1 hour ago
MS
Digital Payload System Engineer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
S
Lead Grower and Agronomist
SkyAcres
Surrey, BC
- Full-time
You will lead agronomy at SkyAcres. You will work directly with our CEO, crop team, engineers, and customer growers to improve crop quality, yield, consistency, and biological pest…
Added 1 hour ago
MS
Digital Payload Architect
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
MS
Intermediate Electronics Validation and Test Engineer/Designer
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
MS
Business Operations manager-AI program manager
MDA Space
Sainte-Anne-de-Bellevue, QC
- Full-time
…partner to the global space industry. A robotics, satellite systems and geointelligence pioneer with a 55-year+ story of world firsts and more than 450 missions, MDA Space is a global…
Added 1 hour ago
FV
Founder, AI Insurance
Forum Ventures
Canada
- Full-time
Underwriting hybrid work: the attribution data layer that prices teleoperated and supervised-autonomy robotics for MGAs and carriers
Added 1 hour ago
TA
Alpha Jet Pilot-FR
Top Aces
Canada
- Full-time
Top Aces’ dynamic team contributes to delivering on our purpose of training the next generation of combat leaders by living our values of Service, Integrity, Excellence, and Together every…
Added 1 hour ago
TA
Mission Systems Operator-FR
Top Aces
Canada
- Full-time
Top Aces’ dynamic team contributes to delivering on our purpose of training the next generation of combat leaders by living our values of Service, Integrity, Excellence, and Together every…
Added 1 hour ago
CS
Bilingual Datacenter Technician
Compucom Staffing
Montreal, QC
- Full-time
Our client has a brand new opportunity for a qualified Bilingual Datacenter Technician to join their team onsite in St. Laurent, QC. The ideal candidate must possess reliable transportation.
Added 1 hour ago
CA
Senior Business Analyst
Co-operators Assurance et services financiers
Burlington, ON
- Full-time
As the Senior Business Analyst you will be a subject matter expert and lead the development of stories (requirements), workflows and procedures, business analysis, acceptance testing, and…
Added 1 hour ago
C
Implementation Specialist
ChannelEngine
Toronto, ON
- Full-time
We are looking for an Implementation Specialist to join our Delivery team. We're growing fast and we need people who are ready to contribute from day one: if you know e-commerce ecosystems…
Added 1 hour ago
AA
Talent Acquisition Specialist - North America
AIRE Ancient Baths
Toronto, ON
- Full-time
As Talent Acquisition Specialist – North America, you’ll lead full-cycle recruitment across our four North American locations: New York City (Tribeca & Upper East Side), Chicago, Toronto…

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.

Apply About employer

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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