Job Description
Lead onsite operations for a Canada-based lending company, managing 50–100 FTE Virtual Assistants.
Own performance outcomes by tracking and driving key KPIs (productivity, quality, SLA/turnaround time).
Manage team leads/supervisors, coaching, scheduling, and capacity planning to meet business targets.
Improve workflows by creating/updating SOPs, standardizing processes, and driving continuous improvement.
Resolve escalations and operational issues using critical thinking and data-driven decision-making.
Job Qualifications3+ years experience as an Operations Manager (any industry).
Proven experience managing teams of 50–100 FTE (or similar scale).
Strong sense of ownership with a track record of KPI management and performance improvement.
Strong problem-solving and analytical skills; able to handle escalations and root-cause issues.
Experience in lending/financial services is a plus, but not required.
Share Job Post