Job Description

As a Manager, Operations you will be responsible for the delivery of our business with a focus on customer centricity. You will ensure the people and technology resources are in place to manage budgeted volume, maximize profitability and meet expense budgets. The ability to motivate and inspire employees in alignment to our culture and values is essential, especially during seasonal volumes.

Please note, this position is NOT Business Development

HERE'S HOW YOU'LL CONTRIBUTE:

• You should have experience leading a team of at least 15 people with a strong background in Mortgage processing
• Manage the human capital for processing daily transactions including ensuring employees are onboarded, trained and focused on customer needs
• Monitor and action metrics such as call volume, productivity statistics and customer feedback data to improve processes and delivery
• Provide leadership direction, performance management and coaching as well as individual professional development
• Ensure that our company has created an environment where employees can flourish and grow
• Initiate new projects/processes /tasks to improve the quality of the division
• Meet expense budget requirements with a focus on continuous improvement to overall profitability
• Develop strong internal relationships with business partners.

HERE'S WHAT YOU'LL BRING:

• 10+ years of industry experience and/or 5 years operations management experience
• Bachelor's degree in business administration or related field an asset
• Broad understanding of and knowledge of mortgage processing or underwriting
• Broad understanding and knowledge of industry best practices in operations
• Good knowledge of customer service principles and experience in employee management
• Proven ability to plan and manage operational process for maximum efficiency and productivity
• Bilingual - an asset but not required