Vice President, National Contact Center

If you are looking to join one of Canada’s fastest growing companies, goeasy Ltd. is the place for you! A publicly traded company on the TSX with over 4000% shareholder return since 2001, goeasy operates two main business units. easyfinancial is our consumer lending business that offers secured and unsecured installment loans of up to $25,000 and easyhome is Canada’s largest merchandise lease-to-own company. It is our mission to provide everyday Canadians the chance for a better tomorrow, today by giving them access to the credit they need and by offering them a second chance when they have been turned down by banks and traditional lenders. With a retail network of nearly 400 locations across Canada and over 1700 employees, we are able to build lasting relationships with our customers as we help them rebuild their credit and graduate towards prime rates and a brighter financial future.

goeasy is seeking to hire a Vice President of our Contact Center (National Shared Services Center) located in Hamilton, Ontario to manage and lead our Sales, Customer Service and Collections department.  As the Vice President, you will provide leadership and lend your vision and guidance on all aspects to the growth of these functions. He/she will recognize that this role represents a unique opportunity to build on a solid foundation and drive top line results that directly impact the continued growth of a true Canadian success story. As the Vice President of our contact center, the main components of the mandate are straightforward – (i) expertly manage the sales, collections and service functions to grow the business and (ii) take the workplace culture to another level.  The ideal candidate is hands on, passionate, creative, results oriented – and gets things done!  The incumbent will oversee a key strategic function in the organization and be responsible for developing successful strategies while leading the execution and ensuring compliance with applicable policies, procedures, and regulatory requirements. 

This opportunity will appeal to a confident, proactive, high-energy individual who thrives in a lean, fast-paced, demanding, and high-growth environment. He/she will recognize that this role represents a unique opportunity to build on past successes and to help drive the bottom line and directly impact the continued growth of a true Canadian success story.

Key Accountabilities:

• Establish, prioritize, and maintain key performance metrics and statistics used to assess the efficacy of the sales/service department
• Align goals and practices of the team to short and long-term objectives of the organization
• Build and retain a high performing leadership and employee engagement strategy
• Deliver against the key performance metrics such as revenue targets and service levels
• Participate in and lead strategic company initiatives and/or continuous improvement projects
• Foster an environment of continuous learning, employee development and innovation
• Ensure internal knowledge base is continually developed and accessible to staff
• Identify and develop processes to optimize efficiency, productivity, and work flow while ensuring compliance to internal and external controls
• Implement monthly promotions and contests to promote teamwork and performance improvement
• Serve as the key knowledge resource and functional lead representing the call centre to internal stakeholders
• Maintain knowledge of regulations and laws that impact the function

Desired Skills and Experience:

• University degree with a Business focus; a post graduate degree/designation is desirable
• 7-10 years of sales, collections or service leadership experience with 5+ years in a role accountable for strategy
• Experience working in the collections industry is desirable 
• Experience in alternative financial services is an asset but not mandatory
• Hands-on experience successfully navigating the growing complexity of a fast-growing business
• Demonstrated experience as a change champion and strong people leader
• Strong understanding of organizational development, policy development, and people practices
• Excellent communication skills 

Inclusion and Equal Opportunity Employment

goeasy is an equal opportunity employer. In addition, goeasy is committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with all legislative requirements throughout Canada.   Please let us know if you require an accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs

Additional Information:

All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire. 

We thank all interested applicants; however, we will only be contacting those for interview who possess the skills and qualifications outlined above.

Why should you work for goeasy?

To learn more about our great company please click the links below:

https://www.youtube.com/watch?v=0KqktwVltck&feature=youtu.be/?utm_source=GoEasy&utm_medium=InternalRef&utm_campaign=GoEasyBodyCareersVideo

http://goeasy.com/careers/  

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