Director, Operations

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. Where diversity is welcomed and celebrated.

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! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day.

As the Director, Operations you are responsible for the overall daily execution of the operations of your respective division including attracting high performing talent and leading and mentoring direct reports as well creating a strategy and goals to improve performance across your division. This role will plan, develop, execute and monitor the division ensuring efficient, low-cost operations are balanced with employee engagement and exceptional customer experience. You will be accountable to liase with other divisions to advise on issues regarding assigned and other FCT business and to remain current on the product lines and operational and technological concerns that relate to the division.

HERE’S HOW YOU’LL CONTRIBUTE:

Lead your operations division by providing direction and leadership in coordinating all daily operations related activities and evaluating changing business needs.

Key to success is developing and maintaining strong relationships with Sales, Product and other Operational leaders and teams to ensure alignment and advancement to improve the division holistically.

Accountable as a manager of managers at multi levels to develop and sustain an effective multi-level unit; ensure the quality of managerial leadership practices of first-line managers; conduct talent management pool assessments with first line managers and the staff, mentoring and putting plans in place for development.

Focus on improving resource deployment, productivity and performance balanced with exceptional employee engagement and customer experience using data driven decision making

Work with product to help determine existing program profitability and determine alternate fulfillment models to improve effectiveness and costs

Ensure a positive and efficient customer experience throughout the mortgage lifecycle with a focus on registration and discharge functions

Streamline and optimize mortgage servicing processes to improve efficiency and reduce costs, potentially including digitization and automation

Collaborate with internal and external stakeholders, including loan originators, to ensure smooth and effective operations.

HERE’S WHAT YOU’LL BRING:

10+ years of management experience and industry experience in diverse roles including operations management

Bachelor’s degree in business administration or related field an asset

Broad understanding of and knowledge of FCT’s customer segments an asset

Broad understanding and knowledge of industry best practices an asset

Proven experience managing large teams and maximizing employee engagement

Proven ability to plan and manage operational process for maximum efficiency and productivity

Strong knowledge in new technologies like AI and workforce management tools to improve operational execution

Excellent interpersonal skills to work effectively with internal business partners and to build and maintain strong relationships

Bilingual – an asset but not required

Preferred Qualifications

In depth knowledge and experience in mortgage servicing operations

Proven ability to develop innovative solutions for increased productivity

Superior negotiation and communication skills in both internal and external settings

Masterful organizational, communication, and leadership skills, demonstrated by previous professional success

Experience with Contact Centre dynamics, including working in environments with customer interaction and performance metrics

Strong working knowledge of data analysis and performance metrics

HERE’S WHAT SETS US APART:

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials

Group retirement savings plan with company match

Paid holidays and generous paid time off

Hybrid work arrangements

Paid volunteer opportunities and charitable donation matching

Employee recognition programs that include referral incentives

Potential for performance-based incentives

The opportunity to participate in our stock purchase plan

And more!

As per terms of the employment agreement

For over a decade, FCT has been certified by the Great Place to Work® Institute as one of Canada’s best workplaces. We have also been recognized as a Top 50 Best Workplace in Canada, Best Workplaces in Canada for Women and Best Workplaces in Canada with Most Trusted Executive teams. In addition, FCT is recognized as one of Greater Toronto’s Top Employers.

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.