Role Overview

UpCredit is look for a Head of Operations role who will lead the setup and day-to-day management of operations for our Canadian personal lending business, covering customer service, manual review support, loan servicing, collections, and Loan Protection Plan (LPP) sales operations.This is a hands-on role within a growing business, requiring close collaboration with Product, Technology, Risk, Compliance, and outsourced service providers.

Key Responsibilities

- Build the operating model: Develop and implement operational workflows, SOPs, service standards, controls, training materials, and escalation procedures.
- Manage customer service and loan servicing: Oversee customer enquiries, application and account support, repayment arrangements, complaints, and complex cases.
- Oversee collections: Work with Risk and Compliance to establish pre-delinquency, early-stage, and subsequent collections processes; monitor execution quality and recovery performance.
- Manage outsourced operations: Support vendor and agent selection, onboarding, training, quality assurance, service delivery, and performance management.
- Coordinate manual review support: Establish processes for income and document verification, application exceptions, and suspected fraud, with transparent decision authority and escalation routes.
- Manage LPP sales operations: Develop sales and servicing procedures, scripts, training, and quality monitoring to support appropriate customer outcomes.
- Improve systems and automation: Translate operational needs into product and technology requirements, participate in testing and acceptance,



and automate routine tasks while maintaining effective human support for complex cases.
- Drive operational performance: Establish reporting and KPIs covering service efficiency, quality, customer satisfaction, collections, and costs; identify root causes and implement improvements.

Requirements

- Bachelor Degree or higher degree.
- Experience in Canadian consumer lending, personal loans, or retail banking operations.
- Practical management experience across customer service, loan servicing, collections, or manual review, with the ability to oversee multiple operational functions.
- A track record of building operations from the ground up or delivering significant operational change.
- Experience managing outsourced service providers, including service standards, training, quality assurance, and performance reviews.
- A hands-on approach: comfortable writing procedures, analysing data, resolving complex cases, and driving issues through to completion.
- Strong collaboration skills across Product, Technology, Risk, and Compliance.
- Sound judgement regarding customer outcomes, operational risk, and the handling of personal information.
- Ability to work independently and prioritise effectively in a lean, evolving organisation.

Preferred Experience

- Digital lending and near-prime or subprime customer segments.
- Operational responsibility spanning both customer service and collections.
- LPP or related insurance sales operations.
- Cross-border collaboration and operational automation.

Pay: $150,000.00-$170,000.00 per year

Benefits:

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Work Location: Hybrid remote in North York, ON

📌 Head of Operations (North York)
🏢 UpCredit Canada
📍 North York