Operational Excellence Lead aligning sales, marketing, digital, and supporting teams. Driving KPI - based execution for Softchoice’s cloud, AI, software, and digital workplace solutions.
About the role
- Director overseeing fraud, AML, disputes, collections, and recoveries for KOHO’s Canadian fintech products. Standardizing operations, managing partners, and automating loss mitigation.
Responsibilities
- Report to the Head of Credit Product, Lending Strategy and Loss Mitigation
- Oversee performance across transaction fraud and merchant disputes, identity and account access, first-line AML and screening operations, money movement and balance recovery, and collections and recoveries
- Monitor queue volumes, service levels, quality and losses in real time
- Build collections and recoveries operations end to end
- Execute treatment strategy set by Credit Product and Lending Strategy
- Evaluate and manage third-party collections and recovery partnerships
- Establish processes for write-offs, bankruptcies and consumer proposals
- Lead outsourced provider transition and offboarding
- Develop statements of work, service levels, training and certification
- Run vendor-management reporting, QA scorecards, calibration and corrective action
- Define decision thresholds, approval limits, named approvers and agent procedures
- Identify, deliver and validate automation to reduce manual work and costs
- Define operational readiness for bank lending product launches, beginning with credit cards
- Lead a lean internal team delivering through partners
- Remove single points of failure
- Respond to regulators and auditors with supporting evidence
Requirements
- 10+ years of experience in financial services operations
- 5+ years leading managers and large, multi-line teams in a regulated environment
- Deep expertise in at least two of: card disputes and chargebacks, transaction fraud, identity, AML operations, or collections and recoveries
- Working knowledge of card network rules and Canadian AML obligations
- Experience standing up or transitioning an outsourced provider from scope and statement of work through service levels, pricing and training
- Experience holding outsourced providers accountable for quality and cost per case
- Ability to evaluate end-to-end case cost and recoveries
- Ability to turn analysis into quantified proposals distinguishing known, estimated and assumed information
- Ability to create rules, decision thresholds, approval limits and procedures
- Ability to drive cross-functional work and lead in senior forums
- Legally eligible to work in Canada
Benefits
- Competitive compensation & equity
- Generous vacation
- Wellness days
- Flex Days
- Holiday closure
- Remote-first environment
- Coworking support
- Yearly all hands retreat
- Access to coaching & growth programs
- Parental top-up & leave policies
- Comprehensive health benefits
- Power-up budgets for books, home office setup, phone & internet, AI tools, and professional development
- Asynchronous collaboration
- Flexible hours
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Financial Services Operations Analyst owning product operations, launches, testing, and controls at Wave. Supporting financial products that help small businesses thrive.
Operations Analyst managing contracts, licenses, invoicing, and fulfillment for Magnet Forensics’ digital investigation software. Supporting customers, sales, finance, and internal operations teams.
Desjardins IT analyst designing, maintaining, and optimizing complex systems and infrastructure solutions. Leading implementation strategies, risk analysis, and technical recommendations for business needs.
Systems analyst optimizing Desjardins IT infrastructure, applications, and quality assurance. Designing solutions, diagnosing complex issues, and guiding large - scale implementations.
Strategy & Operations Lead supporting think bridge, which builds ERP replacements, connected systems, AI agents, and modernized legacy software. Driving CEO planning, KPI governance, board readiness, and strategic analysis.
Office operations agent supporting Desjardins administrative processes, data handling, reporting, and daily operations. Full - time telework role serving Brossard, Lévis, Montréal, and Saint - Eustache locations.
IT Operations Lead running secure infrastructure and automating workflows for Giatec, a smart concrete testing technology company. Leading IT support, security, disaster recovery, and a small team.
Director optimizing client delivery operations and excellence for Central 1, a Canadian financial - services cooperative. Leading service frameworks, performance improvement, quality management, and scalable delivery operations.
Senior Active Directory administrator designing and supporting global Windows infrastructure for TD, a leading financial institution. Architecting domains, Group Policy, DNS, DHCP, security, and recovery solutions.