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Operations Team Leader

Mogo (TSX: MOGO; NASDAQ: MOGO) — a financial technology company — is a digital challenger to the banks in Canada, empowering consumers with simple solutions to help them manage and control their finances. Users can sign up for a free MogoAccount in only three minutes and get access to six products including free credit score monitoring, identity fraud protection, digital spending account with Platinum Prepaid Visa® Card, digital mortgage experience, the MogoCrypto account, the first product within MogoWealth, which enables the buying and selling of bitcoin, and access to smart consumer credit products through MogoMoney. The platform has been engineered to deliver a best-in-class digital experience, with best-in-class financial products all through one account. With more than 900,000 members and a marketing partnership with Canada's largest news media company, Mogo continues to execute on its vision of becoming the go-to financial app for the next generation of Canadians.

Are you passionate about driving results and pushing your team to be their very best? Are you an energetic team player who is comfortable getting into the thick of things, and coming out with data-driven insights and action plans for your team? Do you have a solid understanding of how care centres work and how to offer the kind of customer service that gets people to fall in love with companies? If so, you should definitely check out Mogo.

What you’ll do:

  • Manage and motivate your team to meet and exceed our care center operating standards (ACW, AHT, SL, etc.)
  • Come up with innovative changes to improve the business (e.g. revising standard operating procedures, SOPs, to promote efficiencies)
  • Participate in regular management meetings and hold regular team meetings to update colleagues on issues like business performance, new initiatives
  • Stay aware of market trends in the industry; sharing and employing global best practices with the Leadership Team
  • Develop and monitor team performance, which includes managing Key Performance Indicators (KPIs), training and coaching of direct reports
  • Ensure standards for quality, customer service, and retention are met
  • Supervise day-to-day operations, ensure efficiencies, and adherence to policies and procedures

What you’ll need:

  • University degree or additional training in a related discipline
  • Experience working in a related industry, such as consumer banking, lending, contact centre, or other financial services
  • Experience managing customer service staff, including training, coaching, and reviewing performance regularly
  • Experience with care centre KPIs: service level, abandon rate, ASA, quality, etc.
  • Strong time management and prioritization skills
  • Friendly and professional demeanor, with the ability to work flexible hours to meet business needs
  • Exceptional verbal and written communication skills in English           
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