Vice President, Consumer Operations & Business Services

Vice President, Consumer Operations & Business Services

Location: Old Toronto

Salary: CAD 125,000 - 150,000

Role Overview: 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. This hybrid role requires in-office presence on Tuesdays, Wednesdays, and Thursdays.

Key Responsibilities:

1. Strategic Leadership: Develop vision and strategy, drive revenue and cost optimization, collaborate with partners, and promote automation and AI.
2. Operations and Customer Service Management: Oversee operations to meet KPIs, enhance consumer experience, streamline workflows, and manage risks and escalations.
3. Vendor Relationship Management: Develop vendor strategy, lead negotiations, ensure compliance, and foster relationships.
4. Team Leadership and Development: Recruit and mentor talent, foster a collaborative culture, and drive employee engagement and development.
5. Business Services & Process Improvement: Establish and optimize processes, incorporate best practices, and implement automation and AI.
6. Financial Oversight: Manage budget, ensure profitability, and implement cost-effective strategies.

Qualifications:

1. Bachelor’s degree in Business Administration, Engineering, or related field.
2. An MBA or equivalent advanced degree is preferred.
3. Minimum 10+ years of experience in call center operations.
4. Minimum 8+ years managing process improvement teams with automation capabilities.
5. At least 8 years of experience in a senior leadership or management position.
6. Hands-on experience managing consumer relationships and delivering complex projects.
7. Track record of working with C-suite stakeholders.
8. Expertise in leading large-scale projects across industries or geographies.

Preferred Qualifications:

1. Lean Six Sigma certification and call center operations certifications.
2. Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall).
3. Superior problem-solving and analytical skills.
4. In-depth understanding of the Banking and Financial Services industry.
5. Experience leading organizational changes and introducing operational efficiencies.