Job Description

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1. Key Responsibilities:

Lead and manage a team handling Canada operations (sales/lead generation/credit/collections/customer support as applicable).

Monitor daily performance, productivity, and quality metrics to ensure targets are achieved.

Conduct regular team meetings, performance reviews, and coaching sessions.Ensure strict adherence to SOPs, compliance guidelines, and process policies.

Handle escalations and provide effective resolutions within defined TATs.

Analyze reports, MIS, and dashboards to identify gaps and improvement areas.

Coordinate with internal stakeholders such as Quality, Training, HR, and Compliance teams.

Support onboarding, training, and mentoring of new team members.Drive process improvements to enhance efficiency, quality, and customer experience.

Ensure discipline, attendance, and shift adherence within the team.

2. Required Skills & Competencies:

Basic understanding of the loan lifecycle, including sourcing, documentation, credit assessment, disbursement, and collections.

Proven team handling and leadership skills.

Excellent communication skills (verbal & written).

Good understanding of KPIs, SLAs, quality metrics, and compliance.Analytical mindset with strong reporting and problem-solving skills.

Ability to work in night shifts / Canada time zones.

Proficiency in MS Excel, CRM tools, and reporting systems.

3. Preferred Qualifications

Prior experience in NBFC, BFSI, FinTech, or International BPO.

Exposure to credit, risk, sales, lead generation, or collections processes.Experience handling escalations and client communications.

Job Types: Full-time, Permanent

Pay: ?40,000.00 - ?70,000.00 per month

Benefits:

Flexible schedule Health insurance Paid sick time Paid time off Provident Fund
Work Location: In person