Senior Manager, Operations Performance

Company Information

Farber is one of Canadas oldest largest and most respected debt solution providers. We help Canadians get out of debt and start rebuilding their lives again. Established in 1979 Farber has over 300 employees working across the country and has helped well over 200000 Canadians with their debt.
And now were embarking on our next stage of transformation & significant growth. To do that we are hiring experienced enthusiastic motivated innovative and client-centric team members to play critical roles in helping us reach our ambitious goals.
If this sounds exciting to you come join us to better serve the growing number of Canadians who are in need of financial help

Position Summary

Reporting directly to the Vice President Client Management Centre the Senior Manager Operations Performance is responsible for driving operational performance across the Client Management Centre (CMC) through disciplined operational execution leader enablement and the effective use of data and insights to drive accountability consistency and continuous improvement.
The Client Management Centre serves as the firms back-office operations function responsible for executing and supporting core processes that ensure efficient file progression data integrity and achievement of operational and financial outcomes.
This role sits at the intersection of operations and data partnering closely with CMC leaders and the Data team to both build and embed performance reporting and ensure performance insights translate into measurable improvements in operational results team effectiveness process consistency and execution discipline.
The Senior Manager will play a critical role in establishing consistent performance visibility identifying and addressing performance gaps and driving execution across the operation. This role goes beyond reporting and analysis to help embed strong operational discipline consistent performance practices and data-informed decision making across the CMC.
In practical terms this role:

• Owns the identification of performance gaps and root causes
• Works directly with leaders to implement and track improvement actions
• Establishes consistent performance management rhythms and accountability
• Partners with the Data team to define and build meaningful performance reporting

Key Responsibilities

Operational Performance & Execution

• Identify and bring forward insights on opportunities to improve productivity quality cycle time and financial outcomes using available data and operational context.
• Partner closely with CMC leaders to translate insights into practical actions reinforce execution discipline and support consistent operational performance.
• Analyze performance trends and conduct root cause analysis to diagnose key drivers of results and identify opportunities for improvement.
• Proactively recommend practical implementable solutions that improve team effectiveness operational consistency and business outcomes.

• Act as the primary interface between CMC and the Data team improving clarity prioritization and efficiency of data-related requests.
• Ensure performance dashboards and reports provide accurate actionable and relevant insights that support operational decision making.
• Exercise sound judgment in prioritizing analysis and reporting efforts focusing on high-impact insights and avoiding unnecessary or low-value work.
• Enable leaders to confidently use performance insights to manage priorities improve team effectiveness and drive operational results .

Data & Reporting Evolution

• Play a key role in the implementation of Microsoft Dynamics within the CMC by ensuring operational and performance data needs are clearly defined and embedded.
• Partner with CMC leaders and the Data team to define and evolve the performance reporting framework including KPIs definitions and data requirements.
• Act as the primary interface between CMC and the Data team improving clarity prioritization and efficiency of data-related requests.
• Advocate for data structures workflows and processes that support accurate consistent and scalable performance measurement.
• Support the transition to enhanced reporting capabilities by enabling adoption and effective use of new data and tools.

Data Integrity & Continuous Improvement

• Ensure alignment between operational processes and data capture to support accurate and reliable reporting.
• Identify and address data inconsistencies gaps and process-related issues impacting performance visibility.
• Partner with the Data team and operational stakeholders to improve data quality and reporting consistency.
• Support continuous improvement of workflows processes and performance tracking mechanisms.

Leader Enablement & Operational Performance Discipline

• Enable CMC leaders to effectively interpret and use performance data to run and optimize their teams.
• Establish and reinforce consistent operating rhythms including KPI reviews action tracking and follow-through on operational priorities.
• Support leaders in strengthening accountability execution discipline and consistency across teams and processes.
• Promote a culture of data-informed decision making ownership and continuous improvement across the operation.
• Act as a trusted advisor to leaders on improving team effectiveness operational performance and process outcomes.

What Success Looks Like

• CMC leaders have clearer visibility into operational performance and are consistently using data to inform decisions and priorities.
• Performance insights are translated into practical actions that improve productivity quality throughput and operational consistency.
• Reporting and KPI frameworks support effective decision making and align with operational and business objectives.
• The implementation of Microsoft Dynamics enables stronger more scalable performance visibility and operational insight across the CMC.
• Teams demonstrate increased adoption of data-informed practices and continuous improvement approaches.

Qualifications

• Bachelors degree in Business Finance Analytics Operations or related field.
• 58 years of experience inperformance management operational excellence or leading operations teams.
• Demonstrated experience using data and analytics to drive operational performance and business outcomes.
• Experience working cross-functionally with data/analytics teams to define reporting and KPI requirements.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Proven ability to influence and partner with operational leaders to drive change improve performance and support execution.
• Experience balancing short-term operational needs with longer-term process or system improvements.
• Strong communication skills with the ability to work effectively with both technical (data) and non-technical (operations) stakeholders.
• Experience supporting or participating in system implementations (e.g. CRM ERP or workflow tools such as Microsoft Dynamics) is an asset.

Position: Senior Manager- Operations Performance Client Management Centre
Location: Hybrid/North York
Industry: Financial Services
Employment Type: Permanent/Fulltime
Salary: $100000- $115000 Bonus

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 helping people is at the heart of everything we doand that commitment extends to our employees clients and partners alike. Were dedicated to building an inclusive diverse and equitable workplace where everyone feels valued respected and supported from day one.

Our culture is grounded in recognition growth and connection. We celebrate our people through meaningful awards and recognition programs invest in their development through training/learning academies education reimbursement and foster an environment of respect that is felt across the organization. We also take pride in celebrating the diverse communities we serve and work in creating a workplace where everyone can show up as their authentic selves.

• If you require any accommodations throughout the recruitment processincluding alternate interview formats accessible materials or any other accommodationswe encourage you to contact us at

We thank all candidates for submitting their resume however only those selected for an interview will be contacted.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

Required Experience:

Senior Manager