Customer Service Operations Manager

Toronto, Canada (On-site) A leading Chinese FinTech company is expanding into Canada and building its local operations team. We are looking for an experienced Customer Service Operations Manager to establish and lead our customer service organization from the ground up. This is a rare opportunity to join a high-growth international fintech company at an early stage and play a key leadership role in shaping customer experience, service operations, compliance, and team development in the Canadian market.

Key Responsibilities • Build and manage customer service operations across call center, online support, email, and social media channels. • Design and implement SOPs, service standards, quality assurance programs, KPIs, and workforce planning processes. • Lead and develop a team of customer service professionals, including Team Leaders, QA, and Training staff. • Drive customer satisfaction, service quality, complaint resolution, and operational excellence. • Ensure compliance with Canadian consumer protection regulations, PIPEDA, and financial services requirements. • Collaborate closely with Product, Risk, Compliance, Technology, and Operations teams to improve customer experience and business performance. Requirements • Bachelor's degree or above. • 5+ years of customer service operations management experience. • 2+ years managing teams of 10+ customer service representatives. • Deep understanding of Canadian consumer behavior and customer service expectations. • Native-level English communication skills. • Must have grown up and been educated in Canada. Preferred Background We would especially like to speak with candidates who have experience from: • goeasy Ltd. • Spring Financial • RBC • TD Bank • Scotiabank • BMO • CIBC • Other licensed consumer finance, lending, banking, or fintech organizations in Canada.

Why Join Us? • Opportunity to build a customer service function from 0 to 1. • Join a rapidly growing international fintech company. • Work directly with senior leadership and influence strategic decisions. • Competitive compensation package and long-term career growth opportunities. If you have a passion for customer experience, operational excellence, and financial services, we'd love to connect. #CustomerService #CallCenter #CustomerExperience #FinTech #Banking #ConsumerFinance #TorontoJobs #CanadaJobs #OperationsManager #FinancialServices