Senior Manager, Operations

Position: Senior Manager, Operations Performance
Company Information
Farber is one of Canada’s oldest, largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 300 employees working across the country and has helped well over 200,000+ Canadians with their debt. And now, we’re embarking on our next stage of transformation & significant growth.

To do that, we are hiring experienced, enthusiastic, motivated, innovative, and client-centric team members to play critical roles in helping us reach our ambitious goals. If this sounds exciting to you, come join us to better serve the growing number of Canadians who are in need of financial help.

Position Summary
Reporting directly to the Vice President, Client Management Centre, the  Senior Manager, Operations Performance  is responsible for driving operational performance across the Client Management Centre (CMC) through disciplined operational execution, leader enablement, and the effective use of data and insights to drive accountability, consistency, and continuous improvement.

The Client Management Centre serves as the firm’s back-office operations function, responsible for executing and supporting core processes that ensure efficient file progression, data integrity, and achievement of operational and financial outcomes.

This role sits at the intersection of operations and data, partnering closely with CMC leaders and the Data team to both build and embed performance reporting and ensure performance insights translate into measurable improvements in operational results, team effectiveness, process consistency, and execution discipline.

The Senior Manager will play a critical role in establishing consistent performance visibility, identifying and addressing performance gaps, and driving execution across the operation. This role goes beyond reporting and analysis to help embed strong operational discipline, consistent performance practices, and data-informed decision making across the CMC.

In practical terms, this role:

Owns the identification of performance gaps and root causes

Works directly with leaders to implement and track improvement actions

Establishes consistent performance management rhythms and accountability

Partners with the Data team to define and build meaningful performance reporting

Key Responsibilities
Operational Performance & Execution

Identify and bring forward insights on opportunities to improve productivity, quality, cycle time, and financial outcomes using available data and operational context.

Partner closely with CMC leaders to translate insights into practical actions, reinforce execution discipline, and support consistent operational performance.

Analyze performance trends and conduct root cause analysis to diagnose key drivers of results and identify opportunities for improvement.

Proactively recommend practical, implementable solutions that improve team effectiveness, operational consistency, and business outcomes.

Act as the primary interface between CMC and the Data team, improving clarity, prioritization, and efficiency of data-related requests.

Ensure performance dashboards and reports provide accurate, actionable, and relevant insights that support operational decision making.

Exercise sound judgment in prioritizing analysis and reporting efforts, focusing on high-impact insights and avoiding unnecessary or low-value work.

Enable leaders to confidently use performance insights to manage priorities, improve team effectiveness, and drive operational results.

Data & Reporting Evolution

Play a key role in the implementation of Microsoft Dynamics within the CMC by ensuring operational and performance data needs are clearly defined and embedded.

Partner with CMC leaders and the Data team to define and evolve the performance reporting framework, including KPIs, definitions, and data requirements.

Act as the primary interface between CMC and the Data team, improving clarity, prioritization, and efficiency of data-related requests.

Advocate for data structures, workflows, and processes that support accurate, consistent, and scalable performance measurement.

Support the transition to enhanced reporting capabilities by enabling adoption and effective use of new data and tools.

Data Integrity & Continuous Improvement

Ensure alignment between operational processes and data capture to support accurate and reliable reporting.

Identify and address data inconsistencies, gaps, and process-related issues impacting performance visibility.

Partner with the Data team and operational stakeholders to improve data quality and reporting consistency.

Support continuous improvement of workflows, processes, and performance tracking mechanisms.

Leader Enablement & Operational Performance Discipline

Enable CMC leaders to effectively interpret and use performance data to run and optimize their teams.

Establish and reinforce consistent operating rhythms, including KPI reviews, action tracking, and follow-through on operational…