Director, Contact Centre Operations We’re seeking a Director, Contact Centre Operations to lead the strategy, execution, and day-to-day management of MFSG’s contact center operations. This role will drive operational excellence, enhance customer experience, and lead both in-house and outsourced contact centre teams. Compensation Philosophy: Our strategy is simple— we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose. Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success. Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges. Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you’re set for the long haul. Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in‑office. When you’re at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day. Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions. What You’ll Do Strategy & Operations Leadership: Develop and execute the contact centre strategy aligned with business objectives Oversee daily operations, ensuring performance against KPIs such as SLA, CSAT, and first‑call resolution Drive continuous improvement in service quality and efficiency Act as primary point of contact for vendors, managing relationships and escalations Evaluate and implement new tools, platforms, and AI capabilities to enhance performance Customer Experience & Escalation Management: Oversee complaints and escalation processes to ensure timely resolution Drive initiatives that improve customer satisfaction and loyalty Foster a high‑performing, customer‑centric culture focused on empathy and service excellence Lead and develop teams, ensuring readiness for change and new initiatives Compliance & Governance: Ensure operations comply with regulatory and legal requirements Act as a customer advocate at the executive level, ensuring insights drive decision‑making What You’ll Bring to the Table 8–10+ years of experience in contact centre or customer service operations 5+ years in leadership roles managing teams and operations Strong experience managing both in‑house and outsourced contact centres Proven ability to drive operational excellence and customer experience improvements Strong stakeholder management and communication skills Experience in financial services or regulated industries is an asset Education + Experience Master’s degree is an asset Ready to lead high‑impact customer operations and elevate the contact centre experience? Join us and help shape customer engagement at MFSG. Committed to Equal Opportunity MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for an interview, please notify MFSG if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, MFSG will work with you to determine how to meet your needs. Salary range: C$ 140,000 to C$ 150,000. #J-18808-Ljbffr