Lead, Operations
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Key skills for this role
About the Role
FCT is seeking a Lead, Operations to support day-to-day operations, supervise a team, and deliver high-quality customer service. The role requires 2-3 years of supervisory experience, a Law Clerk/Legal Administrative background, and 3-4 years of mortgage-related experience.
Key Skills for This Role
Responsibilities
- Provide superior customer service to clients through all channels
- Manage all elevated inquiries within specified timeframes
- Develop internal and external partnerships to enhance customer service experience
- Maintain expert knowledge of Standard Operating Procedures and update records
- Manage complex situations and files with appropriate stakeholders
- Develop training plans for new staff and ongoing cross training
- Provide day to day balanced, constructive feedback to team members
- Lead initiatives to increase employee engagement, productivity, and retention
- Maintain day to day operations including service levels, workforce management, and staff support
- Provide detailed feedback to department manager for annual and probationary reviews
Requirements
- Two Three years supervisory/Team Lead experience
- Graduate of Law Clerk/Legal Administrative program or equivalent experience
- Three to four years mortgage related experience
- Demonstrated ability to work under pressure
- Proven ability to problem solve and prioritize
- Intermediate computer skills in MS Office and Outlook, Excel
- Flexibility to work additional hours as required
Full Job Posting
Job Summary
- We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve.
- As Lead, Operations, you are responsible for supporting the department’s day to day operations, planning and supervising the team efficiently, and delivering high quality customer service while adhering to established procedures and turnaround times.
Here’s How You’ll Contribute
- Provide superior customer service to our clients through all channels
- Manage all elevated inquiries within specified timeframes.
- Develop internal and external partnerships to enhance overall customer service experience.
- Expert knowledge of Standard Operating Procedures and make necessary amendments to internal records and training materials
- Manage complex situations and files with the appropriate stakeholders, Ie. Title Officers and Lender representative
- Accountable to maintain up to date knowledge of all corporate and lender policies and procedures
- Develop training plans for new staff and ongoing cross training within the team
- Provide day to day balanced, constructive feedback to members of the team regarding their work
- Lead initiatives designed to increase employee engagement, improve productivity, and improve recruitment and retention experience.
- Lead team through building, motivating, and coaching to achieve productivity and customer experience goals
- Maintain day to day operations of the team which includes but not limited to, service levels, workforce management, and staff support
- Provide detailed feedback to the department manager for incorporation into the annual and probationary reviews of department employees
Here’s What You’ll Bring
- Two Three years supervisory/Team Lead experience is required
- Graduate of Law Clerk/Legal Administrative program or equivalent experience is required
- Three to four years mortgage related experience is required
- Demonstrated ability to work under pressure and adeptly handle stressful situations
- Proven ability to problem solve and prioritize issues. Possess strong attention to detail with the ability to manage competing priorities within a busy office environment.
- Ability to exercise good judgment in protecting confidential information.
- Demonstrated ability to deliver customer centric service, with a focus on responsiveness, accuracy, and professionalism
- Intermediate computer skills in MS Office and Outlook, Excel
- Flexibility to work additional hours as required including weekends and off hours as needed
Total Direct Compensation
- 62,000 75,800 CAD
- The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)
Here’s What Sets Us Apart
- Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
- Group retirement savings plan with company match
- Paid holidays and generous paid time off
- Hybrid work arrangements
- Paid volunteer opportunities and charitable donation matching
- Employee recognition programs that include referral incentives
- Potential for performance based incentives
- The opportunity to participate in our stock purchase plan
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