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Added 33 mins ago
Manager, Collections
Rogers Bank
Vaughan, ON
Full-time
…passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using…
Added 33 mins ago
Manager, Collections
Rogers Bank
Markham, ON
Full-time
…passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using…
Added 49 mins ago
Business Development Manager, Inside Sales
CMLS
Calgary, AB
Full-time
…AI. From prime mortgages and HELOCs to alternative lending solutions, we're a true one-stop shop for mortgage financing. We continuously evolve our products, tools, and support to help…
Added 1 hour ago
Banking Advisor
National Bank of Canada
Kelowna, BC
Full-time
This position reports to the Branch Manager. Every day, you will work with a team of a experts specialized in investment, credit, mortgage financing and more.
Added 2 hours ago
Manager, Collections
Rogers Bank
Regina, SK
Full-time
…passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using…
Added 3 hours ago
Manager, Collections
Rogers Bank
Richmond, BC
Full-time
…passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using…
Added 7 hours ago
Senior Special Credit Account Manager
FCC / FAC
Ottawa, ON · ON · Kanata, Ontario
Full-time
As Senior Special Credit Account Manager, you'll manage some of the most complex and high-risk files. Drawing on your strong understanding of commercial lending practices and financial…
Added 7 hours ago
Retail Finance Manager_CA
Brandt Group of Companies
Bedford, NS
Full-time
The Retail Finance Manager is responsible for promoting and managing all aspects of Brandt Finance services to support wholegoods sales for Brandt Tractor Ltd. This role focuses on…
Added 8 hours ago
Retail Finance Manager
Brandt Group of Companies
Vernon, BC
Full-time
Brandt is currently seeking a Retail Finance Manager for our Vernon location. The Retail Finance Manager is responsible for promoting and managing all aspects of Brandt Finance services to…
Added 8 hours ago
Marketing Manager
1Click Energy Solutions
Toronto, ON
$85,000 CAD / year
Full-time
1Click Energy Solutions | Toronto, Ontario | Full-Time, In Office
Added 9 hours ago
Business Development Manager - Transportation
Brandt Group of Companies
Mississauga, ON
Full-time
The Business Development Manager plays a key role in driving the success of Brandt Finance by supporting equipment sales through innovative financing solutions and program development. This…
Added 12 hours ago
Finance Manager - Guelph Kia
AutoCanada Inc.
Guelph, ON
$110,000 to $160,000 CAD / year
Full-time
The Automotive Finance Manager is responsible for overseeing the finance and insurance (F&I) department, managing vehicle sales financing, insurance products, and ensuring compliance with…
Added 12 hours ago
Senior Tax Advisor
TransAlta
Calgary, AB
Full-time
…legal, finance, and treasury teams to deliver strategic tax solutions and influence key decisions by providing insights that support business growth and financial…
Added 15 hours ago
Senior Personal Banker - Home Borrowing
TD
Barrie, ON
Full-time
…their unique financial needs. You provide personalized lending solutions by conducting thorough financial assessments and leveraging TD tools to ensure well-informed recommendations. You…
Added 15 hours ago
Relationship Manager
TD
London, ON
Full-time
The Relationship Manager is accountable for delivering a superior customer experience while driving profitable business growth, in line with business strategy. This role is accountable for…
Added 15 hours ago
Finance Manager - Guelph Kia
AutoCanada
Guelph, ON
$110,000 to $160,000 CAD / year
Full-time
The Automotive Finance Manager is responsible for overseeing the finance and insurance (F&I) department, managing vehicle sales financing, insurance products, and ensuring compliance with…
Added 15 hours ago
Finance Manager
Miramichi Honda
Miramichi, NB
Full-time
As an F&I Manager, you will work closely with our Sales Team and customers to make the purchase process simple, transparent, and professional - whether the customer is financing, leasing,…
Added 15 hours ago
Vice President, Customer Support & Operational Excellence
goeasy Ltd.
Mississauga, ON
Full-time
…non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and…
Added 16 hours ago
Assistant Branch Manager
Money Mart
Campbell River, BC
…prepaid cards, currency exchange, and other everyday financial solutions for individuals and…
Added 16 hours ago
Manager, Financial Services
National Bank of Canada
Courtenay, BC
Full-time
Manager, Financing Solutions professionals to support our growing client base
Added 16 hours ago
Manager, Business Markets
Royal Bank of Canada
Laval, QC
Full-time
…full breadth of RBC partners and a broad range of products and solutions to deepen relationships through needs based…
Added 17 hours ago
Manager, Business Markets- EN
RBC
Laval, QC
Full-time
…full breadth of RBC partners and a broad range of products and solutions to deepen relationships through needs based…
Added 17 hours ago
Product Manager, Home Financing
BMO
Toronto, ON · BMOPLACE
Full-time
The Product Manager, Home Financing is accountable for the end-to-end ownership, performance, and evolution of the Home Financing leads program. The role also owns the analytical execution…
Added 19 hours ago
Sr, Manager Digital Banking
Fairstone Bank
Toronto, ON
Full-time
…consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending - we offer financial solutions tailored to all Canadians, including newcomers,…
Added 20 hours ago
Finance Manager
Capital Automotive Group
Derrick Chrysler Dodge Jeep Ram Fiat
Full-time
Expert Financing Solutions: Be the go-to authority on offering financing options, vehicle protection products, and personal coverage, ensuring customers understand their choices thoroughly.

goeasy Ltd.

Vice President, Customer Support & Operational Excellence

Mississauga, ON, Canada

Job type: Full-time
Apply by: Oct 22, 2026
Posting language: English
Posted: Sep 22, 2026

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Original job description

Join one of Canada’s fastest-growing companies and be part of something extraordinary – welcome to goeasy! At goeasy, our people and culture are at the heart of everything we do, and we’re proud to be recognized for it. We’ve earned prestigious accolades such as Waterstone Canada’s Most Admired Corporate Cultures and Canada’s Top Growing Companies. We’re also honoured to be named a Greater Toronto Top Employer and recognized by Great Place to Work® as having the Best Workplaces for Women & Most Trusted Executive Teams, and included on TIME Magazine’s 2025 list of Canada’s Best Companies.  These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward.

As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future. Our vision is to provide a path to a better tomorrow, today. We offer a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through easyhome, easyfinancial, and LendCare.

If you're seeking an exciting, high-growth environment where your contributions truly matter, we want to hear from you! Join us, and together, let's create a future of financial empowerment.

About The Role

Build the operational engine behind goeasy’s next stage of customer experience and performance. Set the strategy, create the playbook, and help teams across the enterprise use customer insight, technology, AI, and disciplined execution to make goeasy easier to do business with.

Reporting directly to the Chief Operations Officer, the Vice President, Customer Experience & Operational Excellence will set the strategy and transformation agenda for centralized operations - building a scalable, tech-enabled, customer-obsessed function that improves outcomes, reduces friction, strengthens operational discipline, and creates a high-performance culture.

This role is for someone who wants to build what comes next: a bold, digitally enabled operating model that understands customer pain points, uses complaints and frontline insights as a source of improvement, partners closely with goeasy’s Customer Experience team in Brand, and works across the enterprise to solve root causes and scale better experiences through process excellence, product mindset, technology, AI, and talented leaders.

What will you be doing?

Define and execute a bold roadmap for customer experience, customer servicing, complaints management, and operational excellence across centralized operations.
Own the operating model for complex and sensitive customer escalations, ensuring clear accountability, timely resolution, appropriate executive visibility, and a consistent approach to balancing customer outcomes, risk, compliance, and business considerations.
Deeply understand customer pain points, complaint themes, servicing friction, and frontline feedback; share critical operational insights with the Customer Experience team in Brand; and partner across Product, Technology, Risk, Compliance, Finance, and Operations to solve root causes and improve the end-to-end experience.
Build a technology- and AI-enabled enterprise complaints management capability, including intake, triage, resolution, reporting, root-cause analysis, escalation, remediation, and executive visibility.
Establish an Operations Center of Excellence that defines KPIs, health metrics, scorecards, governance routines, and mechanisms that make performance visible and action-oriented across all Contact Centre functions.
Bring a product mindset to operations by treating servicing and complaints as customer and team member journeys, translating pain points into roadmaps, pilots, MVPs, and scalable solutions.
Partner with Product, Technology, Analytics, Risk, Compliance, Legal, Finance, and frontline leaders to modernize tools, workflows, automation, knowledge management, reporting, and self-serve capabilities.
Simplify journeys, reduce manual work and rework, improve cost-to-serve, and redesign processes before automating.
Build and develop a high-performing leadership team with strong ownership, succession depth, high standards, pace, and customer impact.
Champion transformation by communicating the vision, aligning stakeholders, removing barriers, and ensuring new ways of working are adopted and sustained.

Who you are?

You are a strategic, progressive operations leader who can shape a function, set standards, and influence senior leaders across the enterprise.
You know how to turn customer pain points, operational data, complaint themes, and frontline insights into clear priorities, critical insights for the Customer Experience team, scalable solutions, and measurable outcomes.
You are energized by building what does not yet exist.
You bring the discipline of a scaled financial institution with the speed, simplicity, and digital-first mindset of a modern fintech.
You are customer obsessed, product minded, financially fluent, and talent focused.
You know how to build leaders who raise the bar for the teams beneath them.

What experience do you have?

15+ years of progressive experience across a relevant combination of operations, servicing, customer operations, financial services, lending, banking, transformation, process management, or related disciplines.
Strong financial services acumen, including customer servicing, operational risk, regulatory expectations, controls, cost-to-serve, and enterprise value drivers.
Experience building or transforming customer operations, servicing, complaints management, operational excellence, shared services, or center-of-excellence capabilities.
Proven ability to build scalable, customer-obsessed, high-performance teams with strong leaders, clear ownership, and succession depth.
Demonstrated strength in developing leaders, coaching for performance, raising the talent bar, and creating teams where managers are strong talent stewards.
Strong product mindset, with the ability to translate customer pain points, complaint themes, frontline friction, and operational data into problem statements, roadmaps, pilots, MVPs, and scalable solutions.
Strong process management and continuous improvement capability, including journey mapping, workflow redesign, root-cause analysis, structured problem solving, and benefits tracking.
Strong technology and data fluency, including experience with automation, AI-enabled insights, workflow tools, dashboards, knowledge platforms, self-service, or digital customer journeys.
Exceptional communication, executive presence, stakeholder management, and change leadership skills in a fast-paced, high-growth, regulated, or complex environment.

We offer a Flexible Work Program that provides you the ability to work three days onsite per week, from our Mississauga office.

Internal Applicants: please apply through the link and provide written endorsement from your current manager.

This posting is for an existing vacancy within our team.

Why should you work for goeasy?

Financial Benefits

In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer:

Performance-based annual bonus and long-term equity incentives designed to support leadership impact and long-term wealth creation.
As a TSX-listed company (GSY), goeasy offers long-term equity incentives and a strong track record of shareholder returns, giving team members the opportunity to contribute to and benefit from our continued success.
Employee discounts on furniture, electronics, and appliances.
MAT & PAT leave top-up.

Leadership & Career Growth

Access to high-impact, high-visibility roles with direct influence on business outcomes.
Participation in goeasy’s executive leadership development programs.
Lead your own development journey with personalized growth plans, supported by coaching and mentorship to help you reach your leadership goals.
Fuel your personal and professional growth with our Tuition Assistance Program.

Health and Lifestyle

Immediate enrollment in comprehensive health, dental, and vision benefits.
Access 24/7 healthcare with Virtual Doctor Appointments.
Explore a wide range of wellness options through our new Wellhub benefit – from fitness memberships to mental health resources.
Enjoy a state-of-the-art office space with perks like a games room, healthy snack program, free gated parking, and exclusive access to our on-site private gym and fitness studio at head office.
Give back with company-paid volunteer days and Company Matched Charitable Donations.

Diversity, Inclusion, And Equal Opportunity Employment

At goeasy, we believe that we can only be the best when people are able to bring their best selves to work every day. goeasy is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. As an equal opportunity employer, we are committed to providing accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process. Please let the talent acquisition team know if you require an accommodation during any aspect of the recruitment process and we will work with you to address your needs. 

Additional Information

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above. 

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More about this job

Responsibilities

The Vice President will define and execute a strategy for customer experience, servicing, and operational excellence across centralized operations. They will lead the transformation of the operating model by integrating technology, AI, and process improvements to enhance customer outcomes and reduce friction.

Requirements

Candidates must have 15+ years of progressive experience in operations, financial services, or related disciplines with a strong background in transformation and leadership. The role requires exceptional communication skills, financial acumen, and the ability to build scalable, high-performance teams in a regulated environment.

Skills

Operational excellence
Customer experience strategy
Financial services
Change leadership
Process management
Data fluency
AI-enabled insights
Stakeholder management
Product mindset
Complaints management
Executive presence
Strategic planning
Team leadership
Regulatory compliance
Workflow redesign

Benefits

Performance-based annual bonus
Long-term equity incentives
Employee discounts
Maternity and paternity leave top-up
Comprehensive health, dental, and vision benefits
Virtual doctor appointments
Wellness options
Tuition assistance program
Volunteer days
Company matched charitable donations

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Operational Excellence
Financial Services
Fintech
AI
Automation
Process Management
Journey Mapping
Root-cause Analysis
KPIs
Governance
Change Management
Lending
Banking
Shared Services
Product Mindset
Regulatory Expectations
Operational Risk
Dashboarding
Self-service Capabilities

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