Client Engagement Operations Manager

Job Responsibility:

Company Overview

CanCap Management Inc. is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable from lead generation to credit adjudication through to contract administration, customer service, default management, and post charge-off recoveries.

This position operates under a subsidiary company of CanCap, focusing on the lifecycle management of refinancing solutions.

About the Role

The ideal Client Engagement Operations Manager possesses strong leadership skills, excellent communication abilities, a thorough understanding of sales principles and ethics, and deep knowledge of Direct-to-Consumer lending and/or the auto loan industry. Experience in customer service and building client journeys is essential.

This role focuses on team management and leadership, developing and refining sales strategies, monitoring operational performance, supporting marketing campaign development, leading the team to foster strong customer relationships, maintaining compliance, and driving continuous improvement.

What your day and week could look like

Team leadership:

• Recruit, lead, motivate, and mentor the sales team to achieve targets.
• Monitor team performance, analyze metrics, and identify areas for improvement.
• Conduct regular team meetings to discuss goals and progress.
• Oversee training initiatives and professional development of team members.
• Foster a positive team environment that encourages continuous improvement.
• Collaborate with other departments to align on company goals.

Sales Operations / Effectiveness:

• Lead by example by engaging in day-to-day activities with the sales team including helping clients when needed
• Refine sales strategies, including brainstorming new approaches to reach potential or existing clients.
• Map out and adapt the customer journey as needed for Direct - to -Consumer channels, ensuring a seamless, engaging and personalized experience from initial contact.
• Develop and implement effective sales and support marketing strategies.
• Ensure compliance with regulatory standards and internal policies.
• Manage administrative tasks, including reporting to higher management.
• Keep abreast of market trends, competitors, and potential opportunities.
• Demonstrate a creative and proactive approach to solving problems

Skills and Qualifications

• 3 years of experience in leading a sales team in the finance or automotive industry.
• Experience in Direct-to-Consumer sales and marketing.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in analyzing data and making informed decisions.
• Strong organizational and time management skills.
• Flexibility to adapt to changing industry conditions and company needs.
• Proficiency with CRM systems and other relevant software.
• Knowledge of compliance and regulatory standards in the finance industry.
• A proactive, goal-oriented mindset with a passion for success.

What you can expect from us

Our Employee Experience is aimed at supporting and inspiring our talented team through:

• A supportive and empowering team environment.
• Encouragement for creative and innovative thinking.
• Health and dental coverage for you and your family.
• Starting vacation entitlement of 15 days/year and 5 personal days/year.

Additional Information

All interviews will be conducted virtually using Microsoft Teams.

To be considered for employment you will need to successfully pass a criminal background check, and validation of your work experience.

Next Steps

Adding to our team is one of the important steps that happens in our business. We've taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting.

CanCap Group is an equal opportunity employer and values diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.

Thank you to all interested applicants. Only candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.