Director, Contact Centre Operations

Who We Are At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we’re the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities. From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it. At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people. We’ve Got You Covered 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. The Job: 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 center teams. What You’ll Do Strategy & Operations Leadership: Develop and execute the contact center 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 Vendor & Technology Management: 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 Culture & Leadership: 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 center or customer service operations 5+ years in leadership roles managing teams and operations Strong experience managing both in-house and outsourced contact centers 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 Bachelor’s degree required Master’s degree is an asset Ready to lead high-impact customer operations and elevate the contact center 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. Please note: The salary range for this position is between C$ 140000 to C$ 150000. About MFSG – Our Commitment to Responsible Innovation At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable. This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities. We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement. Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.