Head of Operations

About the Role

We are seeking a seasoned Head of Operations for UpCredit Canada based in Toronto, ON, working in a hybrid model. This leadership position reports to the Country Head or Group Head of Overseas Operations and entails full ownership of operational strategy, team development, and everyday management across key functional areas including Collections, Customer Service, and Telesales/Agent Operations. The role demands strategic oversight to ensure optimal credit portfolio performance, superior customer satisfaction metrics such as NPS, and improved market conversion rates in the Canadian consumer lending sector.

Primary Responsibilities

• Develop and refine collection approaches ranging from early to late stages with comprehensive Standard Operating Procedures, specifically designed for the Canadian consumer market.
• Ensure strict compliance with federal and provincial regulations related to collections and consumer protections, including the Ontario Collection and Debt Settlement Services Act and analogous laws across provinces.
• Manage core operational KPIs such as Roll Rates, Recovery Rates, and Bad Debt Ratios, utilizing data analytics to identify inefficiencies and enhance process flows within the collection pipeline.
• Enhance customer service operations by streamlining workflows aimed at maximizing First Contact Resolution, reducing response times, and elevating user satisfaction.
• Oversee telesales and loan renewal divisions, optimizing outbound calling strategies, developing effective script frameworks, and designing incentive programs to boost customer retention and lifetime value.
• Implement and maintain a thorough Quality Assurance system to monitor call recordings, mitigate compliance risks, and reduce customer grievances.
• Lead recruitment, mentoring, and management efforts to build a proficient local operations team, establishing clear performance goals and growth initiatives.
• Manage third-party Business Process Outsourcing (BPO) partnerships, including contract negotiations, integrations, and continuous performance evaluations when external resources are involved.
• Collaborate closely with headquarters in Shanghai across Product, Risk, and Technology teams to adapt and enhance operational systems such as CRM platforms, dialers, collections software, and omnichannel customer support tools for local needs.

Required Qualifications

• Over 5 years’ experience in operational leadership within Consumer Lending, FinTech, digital banking, or retail credit industries, including at least 3 years in managing collections, customer service, or telesales teams.
• Comprehensive knowledge of the Canadian consumer credit environment, borrower behavior, and regulatory landscape.
• Strong analytical capabilities, demonstrated by effective use of data dashboards and funnel metrics to resolve complex operational challenges.
• Proficiency in English at a professional level.
• A proactive, hands-on leader with an ability to execute initiatives from inception to delivery in a dynamic FinTech setting.

Our Vision

UpCredit strives to close traditional financial service gaps through innovative technology, promoting genuine financial inclusion. As the flagship brand in North America of our group, UpCredit capitalizes on solid technological and financial foundations to provide Canadian consumers with outstanding digital credit solutions.