Vice President Consumer Operations & Business Services

Synopsis of the role

Reporting to the Coo, the VP of Call Center Consumer Operations and Business Services will lead efforts to improve operational efficiency, customer satisfaction, and service delivery. They will develop strategies, optimize workflows, and manage relationships with third-party providers and partners.

This is a hybrid role,  requiring in-office presence on Tuesdays, Wednesdays, and Thursdays.

Key Responsibilities include but not limited to:

• Strategic Leadership: Develops vision and strategy, drives revenue and cost optimization, collaborates with partners, and promotes automation and AI.

• Operations and Customer Service Management: Oversees operations to meet KPIs, enhances consumer experience, streamlines workflows, and manages risks and escalations.

• Vendor Relationship Management: Develops vendor strategy, leads negotiations, ensures compliance, and fosters relationships.

• Team Leadership and Development: Recruits and mentors talent, fosters a collaborative culture, and drives employee engagement and development.

• Business Services & Process Improvement: Establishes and optimizes processes, incorporates best practices, and implements automation and AI.

• Financial Oversight: Manages budget, ensures profitability, and implements cost-effective strategies.
   

What Qualifications You Need

• Bachelor’s degree in Business Administration, Engineering, or Business.

• An MBA or equivalent advanced degree is often preferred for the strategic and business acumen required.

• Minimum 10+ years of experience in call center operations

• Minimum 8+ managing process improvement team involving automation capabilities 

• At least 8 years of experience in a senior leadership or management position, overseeing teams and budgets.

• Hands-on experience managing Consumer/Customers relationships, resolving conflicts, and delivering complex projects.

• Track record of working with C-suite stakeholders and translating business needs into technical solutions.

• Expertise in leading large-scale projects with multiple stakeholders, preferably across industries or geographies.

What Could Set You Apart

• Lean Six Sigma certification, call center operations certifications 

• Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall).

• Superior problem solving and analytical skills.

• In-depth understanding of the Banking, Financial Services industry or technology relevant to the company’s professional services.

• Experience leading organizational changes, scaling teams, and introducing operational efficiencies.

Primary Location:

CAN-Toronto-5700 Yonge

Function:

Function - Project, Program and Process Management

Schedule:

Full time