Company Summary Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents.
FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada.
With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.
Job Summary We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve.
If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! As a Manager, Operations, you are responsible for meeting the needs of our client through the effective direction and coordination of your team’s activities each day.
You will manage resources to maximize the efficient operation and productivity of your team. This will include pipeline management, call queue management and balancing as well as shift management and coordination.
This role is best suited to individuals who have a background in the mortgage / legal real estate industry with a focus on building processes, driving efficiencies and managing change in an environment with stringent service level agreements.
This role is accountable to oversee the performance and monitoring of all assigned RLS-Operations functions. Responsible to ensure that assigned Operations functions are completed in an efficient, timely and cost-effective manner, to ensure that files are complete and full documentation is in place, that files are completed in a professional manner and that issues are escalated to the Director, Operations when appropriate.
Issues include but are not limited to customer service, risk, compliance, profitability, or other operational issues. To avoid confusion and inconvenience to the client and to mitigate risk, it is essential that all files are fully and meticulously completed.
This role requires cross-functional relationships among key stakeholders, to ensure efficient processing and to meet or exceed client expectations.
HERE’S HOW YOU’LL CONTRIBUTE : Supervise the day-to-day operations for the department by working with team members to resolve daily process questions, customer service issues and performance issues.
Ensure that customer service levels are met or exceeded and as well ensure employee satisfaction is met. Monitor work volumes and head count to ensure that they are at maximum efficiency.
Analyze processes, trends and variances (SLA’s, FTE / Headcount, volumes etc) initiate change to drive continuous improvement (process optimization) and quality assurance.
Develop and share best practices. Provide focus coaching to team members and training to existing and new employees to ensure they are aware of the expectations with respect to quality and standards and to maintain a high level of employee satisfaction and department morale.
Cultivate and maintain positive customer relationships (internal / external) Execute strategic plans in pursuit of F / Y goals (budget, monitor monthly headcount / spending.
Work with Product team to implement process changes. HERE’S WHAT YOU’LL BRING : 5+ years management experience in the mortgage or financial industry (lending / sales / underwriting / legal) Strong interpersonal skills, including developing, nurturing and building relationships with internal and external partners Previous experience successfully leading change initiatives Demonstrated ability to work autonomously in a highly demanding fast paced environment The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces and one of the Best Workplaces in Canada for Women.
We’re also one of Achievers 50 Most Engaged Workplaces™ in North America. By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.
Thank you for considering FCT. We look forward to meeting you. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.
To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance.
You may also be required to submit adequate medical / other documentation to Human Resources to support your request for accommodation.
FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent / child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.