One of Canada’s oldest and most respected debt solution providers. We help people get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 250 employees working across Canada and has helped over 100,000+ Canadians get out of debt. And now, we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals. Join us in better serving the growing number of Canadians who are in need of help.
Position Summary
We are looking for a Senior Operations Manager who wants to make an impact on people's lives and work with like-minded people who share that same passion. We need someone with energy, enthusiasm, innovation, attention-to-detail, and talent to join our growing team. We are looking for someone that thrives in an environment where you get to wear many hats, collaborate, continually learn, and tangibly see the benefits of your improvements. You are self motivated, resourceful, highly collaborative and can adapt quickly to changing situations. In terms of job responsibilities, the ideal candidate will be responsible for improving our growing company’s operating capabilities by leading projects and implementing new. Below are some more specific responsibilities you will have as a Senior Operations Manager.
Responsibilities
Project Delivery / Change Management
Lead complex strategic cross-functional / cross-departmental projects, including outside vendor / partners, ensuring strong planning, execution communication, and collaboration with stakeholders.
Develop and execute a business strategy for successful growth by implementing best-in-class technologies and practices.
Work with the Vice President of Central Operations on planning, monitoring, and implementing change to develop the Operations Team and its processes relating to our Client Management Centre (CMC).
Lead process improvement workshops to identify root cause of issues and opportunities to create future state processes.
Proactively partner with CMC, Learning & Training, Human Resources, and other departments to continuously improve business operations and provide world class service to our clients.
Enhance workflows to enable more effective communication, feedback, and execution.
Business as Usual (BAU)
Lead the maintenance of a Business as Usual (BAU) program for handling the processes, tools, and technology improvements needed by other teams or team members. This includes requirement gathering, assessing impacts on other teams, critical thinking then oversight of execution by other teams or the Operations Team.
Collaborate closely with stakeholders to gain adoption and deliver value in the BAU process.
Presenting executive updates to senior management on the portfolio of projects.
Working with the VP of Central Operations, to develop standards for the Operations Team to follow, including a standardized process of the CMC.
Provide guidance to the Operations Team on the maintenance of various systems and processes. Work with them to provide creative solutions to the ongoing needs of the firm.
Identify, implement and monitor metrics that will measure performance.
Leadership / Coaching
Work to develop the Operations Team. Engage in consistent and effective one-on-ones, individual development plans, ensuring clarity of roles and goals.
Training/mentoring/coaching the Operations Team.
Recruit and onboard top talent supported by the development and implementation of training material and processes.
Develop Subject Matter Experts of the various processes and software to be called upon for training within the firm.
Support the development and adoption of project management methodologies across the organization
Identify and leverage key success metrics to drive member satisfaction and overall operational efficiency.
Knowledge, Skills and Abilities
Strong ability to work collaboratively with cross functional teams comprised of team members from senior management to front line staff
Strong ability to engage and build trust with stakeholders uncovering benefits that may not have previously been considered or identified
Interpersonal skills that facilitate positive outcomes and business promotional efforts
A self-starter who takes accountability and can prioritize with the flexibility to manage workload demands and multiple tasks as required
Ability to lead and coach management-level employees and be responsible for their mentorship and development, improving employee engagement and overall performance.
Able to set and meet targets and service levels of the team
Ability to quickly learn new software and processes
Strong organizational skills
Willingness to continually develop and become Subject Matter Experts in most if not all of Farber’s operating software
Strong financial analytical skills, including the use of Excel and other software and applications
Qualifications
Natural leader who is proven to get the best out of others
Extensive project experience leading large complex multi-stakeholder projects. PMP designation is strongly recommended.
MBA or equivalent post-graduate degree is strongly preferred
Minimum of 5-10 years of experience in an Operations role ideally in financial or professional services area. At least 2 of those years at a managerial level or similar people manager experience.
Track record of successfully delivering projects from start to finish on time and within budget.
Ability to juggle changing priorities while maintaining a positive attitude in the face of changing deliverables.
Strong verbal, written, and organizational skills
Compensation, Benefits, and Perks
To ensure we attract and retain top talent, we offer competitive compensation and benefits which we continually review and update to meet the evolving needs of our people. As a part of our team, you will receive:
Flexible work arrangements
Vacation and wellness days
Extended health and dental coverage as well as a virtual doctor plan
Employee Assistance Program and mental health resources
Company matching retirement savings plan
Financial support for professional development
Annual company events
Exclusive access to perks and discounts
Our Culture at Farber At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique. We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.
Farber encourages applications from all qualified candidates who represent the diversity of Canada.
If you require any accommodations throughout the recruitment process—including alternate interview formats, accessible materials, or any other accommodations—we encourage you to contact us at careers@farbergroup.com.
We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.