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Action Collections and Receivables Management is currently seeking a Director of Operations for our Montreal QC location.

Key Accountabilities:

  • Manage the day to day operations of the company including customer service, collections and payout process specification, risk management operational adjudication processes, supporting the loan solution (legal and contractual aspects), and financial management, including preparation and final vetting of management accounts
  • Participate in assessing profitability and identifying obstacles to reaching organizational goals; recommend solutions to executive management
  • Develop and implement procedures pertinent to the effective and efficient operation of the Collections departments
  • Ensure operations are within standards of the Company’s SOP guidelines as well as federal and provincial compliance regulations; oversee audit routines and functions to ensure compliance; monitor and provide training as necessary
  • Manage, plan, direct, and lead the Collections department in order to achieve an acceptable and pre-determined delinquency ratio, while minimizing losses and satisfying customer complaints
  • Ensure the Collections department meets or exceeds assigned delinquency goals and objectives
  • Maintain and improve call centre operations by monitoring system performance and identifying and resolving problems
  • Prepare call centre performance reports by collecting, analyzing, and summarizing data and trends
  • Act as a resource in resolving customer issues
  • Partner with human resources to select, orient, train, coach, and counsel employees
  • Assist with the hiring, training, and motivation of Collections department staff
  • Ensure managers and team leaders are communicating job expectations; plan, monitor, appraise, and review job contributions
  • Maintain in-depth working knowledge of company systems and processes
  • Set performance standards in order to meet service goals of the company
  • Work continually towards self-development to stay current on customer service, collections, and supervisory procedures and practices
  • Maintain professional and technical knowledge by tracking emerging trends in call centre operations management
  • Ensure strategic collaboration between teams within and across the organization
  • Conduct formal evaluations to measure effectiveness and support continuous improvement

Skills and Behaviour:

  • Advanced knowledge in operations management, business development, and business risk management
  • Demonstrated ability to lead people and achieve results through others
  • Excellent interpersonal and communication skills (verbal and written)
  • Exceptional listening and relationship building skills
  • Analytical and interpretation skills including departmental, financial, and operations data (i.e. cost benefits analysis)
  • Decision-making skills with the ability to investigate and weigh alternatives and select the course of action that provides the greatest benefit to the organization
  • Ability to organize and manage multiple priorities
  • Employee training and development
  • Creative thinking skills with the ability to ask the needed bigger-picture questions that lead to process and team improvements
  • Time management skills with the ability to prioritize and schedule daily activities
  • Problem solving skills with the ability to look for root causes and implementable, workable solutions
  • Strong knowledge of collection laws and processes
  • Experience working with diverse workforces in multicultural settings
  • Experience with all facets of call centre operations
  • Ability to motivate and manage employees
  • Ability to achieve set goals, meet deadlines, and work in a fast-paced environment

Education and Experience:

  • 5+ years’ related work experience in a collections/call centre environment
  • 2+ years’ previous supervisory or management experience
  • Sound knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
  • CUBS – an asset.

We Offer:

  • Dynamic and challenging work with an ambitious and highly professional team
  • Work in a rapidly growing company operating in an exciting and competitive industry
  • Competitive remuneration package
  • Group Benefit Package
  • * Interested candidates please apply by submitting your Résumé.