Director, Operations

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you’ll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

As the Director, Operations you are responsible for the overall daily execution of the operations of your respective division including attracting high performing talent and leading and mentoring direct reports as well creating a strategy and goals to improve performance across your division. This role will plan, develop, execute and monitor the division ensuring efficient, low-cost operations are balanced with employee engagement and exceptional customer experience.

You will be accountable to liase with other divisions to advise on issues regarding assigned and other FCT business and to remain current on the product lines and operational and technological concerns that relate to the division.

• Lead your operations division by providing direction and leadership in coordinating all daily operations related activities and evaluating changing business needs.
• Key to success is developing and maintaining strong relationships with Sales, Product and other Operational leaders and teams to ensure alignment and advancement to improve the division holistically.
• Accountable as a manager of managers at multi levels to develop and sustain an effective multi-level unit; ensure the quality of managerial leadership practices of first-line managers; conduct talent management pool assessments with first line managers and the staff, mentoring and putting plans in place for development.
• Focus on improving resource deployment, productivity and performance balanced with exceptional employee engagement and customer experience using data driven decision making
• Work with product to help determine existing program profitability and determine alternate fulfillment models to improve effectiveness and costs
• Ensure a positive and efficient customer experience throughout the mortgage lifecycle with a focus on registration and discharge functions
• Streamline and optimize mortgage servicing processes to improve efficiency and reduce costs, potentially including digitization and automation
• Collaborate with internal and external stakeholders, including loan originators, to ensure smooth and effective operations.

• 10+ years of management experience and industry experience in diverse roles including operations management
• Bachelor’s degree in business administration or related field an asset
• Broad understanding of and knowledge of FCT’s customer segments an asset
• Broad understanding and knowledge of industry best practices an asset
• Proven experience managing large teams and maximizing employee engagement
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Strong knowledge in new technologies like AI and workforce management tools to improve operational execution
• Excellent interpersonal skills to work effectively with internal business partners and to build and maintain strong relationships
• Bilingual – an asset but not required

• In depth knowledge and experience in mortgage servicing operations
• Proven ability to develop innovative solutions for increased productivity
• Superior negotiation and communication skills in both internal and external settings
• Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
• Experience with Contact Centre dynamics, including working in environments with customer interaction and performance metrics
• Strong working knowledge of data analysis and performance metrics

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comp…