Director of Operations

Director of Operations

JOB DESCRIPTION

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions for the real estate industry.

Utilizing world-class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.

TNG benefits from a broad product suite, infrastructure, and industry expertise and has transformed the home purchase, sale, mortgage, and refinance process for consumers, lenders, realtors, and mortgage brokers.

POSITION DETAILS :

Reporting to the Senior Director of Operations, this position contributes to the overall success of the organization by ensuring program quality and compliance with operating processes and procedures.

This position is the link between the management and executive teams and responsible for putting corporate vision in to practice on the Operations floor.

Overseeing Client Services, Appraiser Relations, New Business Lines and Application Support departments this position oversees the day-to-day activities of the entire front-line team at TNG.

RESPONSIBILITIES :

• Participate in the strategic decision making with the executive team and execute this throughout the departments responsible
• Provide direction to Operations manager in work assignments and day-to-day activities while working in collaboration with Sales / Marketing, IT and Finance departments to achieve on-time and quality delivery to customers
• Provide support and analysis for the operating and capital budgets, variance reports, and other financial measures
• Provide analysis, strategic suggestions and action plans associated with operations reporting on company service levels including phone reporting, turn around times, and margins.
• Develop new ways to lead process improvements and efficiencies across the operations floor.
• Build new teams and management for emerging business lines. Incorporate the processes used on the operations floor and modify them to meet the needs of new markets, products and services.
• Keep abreast of ongoing organizational activities in order to manage any unforeseen events that may require decision making
• Provide direction and training to Management Team to enhance the client experience, reviewing customer information, data requirements and technical specification, and formulate solutions, designs and decisions
• Provide ongoing business reporting along with insight and analysis for constant improvement of both the client experience and efficiencies
• Drive key business results by measuring performance and work with Business Leads to identify and implement corrective actions
• Foster an environment where innovation and thought leadership are integrated into the services provided to clients
• Be the voice of the clients to Business leads when working toward solutions.
• Provide input to the development of product strategy and research and development of new and emerging products
• Establish production and quality control standards, develops budget and cost controls, and obtains data regarding types, quantities, specifications, and delivery dates of products ordered.
• Participate in Executive meetings
• Other duties / ad hoc projects as assigned

Supervisory Responsibilities :

• supervises up to five Senior Mangers and or Managers. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance;

rewarding and disciplining employees; addressing complaints and resolving problems.

team building and leadership development strategies for the entire operations management team including managers and team leads.

Competencies :

• To perform the job successfully, an individual should demonstrate the following competencies :
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Designs workflows and procedures.
• Design - Generates creative solutions; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions;

Works well in group problem solving situations.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget;

Manages project team activities.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification;

Responds well to questions; Demonstrates group presentation skills.

• Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;

Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.

• Visionary Leadership - Displays passion and optimism; Inspires respect and trust.
• Change Management - Develops workable implementation plans; Communicates changes effectively.
• Delegation - Delegates work assignments; Sets expectations and monitors delegated activities.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities;

Makes self available to staff; Develops subordinates' skills and encourages growth; Improves processes, products and services.

• Business Acumen - Understands business implications of decisions.
• Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
• Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Supports organization's goals and values.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;

Includes appropriate people in decision-making process; Makes timely decisions.

• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
• Planning / Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives;

Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;

Accepts responsibility for own actions; Follows through on commitments.

• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Attendance / Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness.

QUALIFICATIONS :

• 5+ plus years industry experience in any of the following is an asset; business to business services, mortgage sector, call center / customer service environment, or software services
• Relevant post secondary education. Business degree is considered an asset
• Proven track record of outstanding leadership in customer centric, high-volume, demanding environment
• Strong interpersonal skills, collaborative mindset, and sound judgement
• Strong solutions orientation with sound problem solving skills
• Excellent verbal and written communication skills
• Ability to multi-task and prioritize
• Strong analytical skills with the ability to synthesize large datasets
• Proficient computer skills including competency with MS Word, Excel and Outlook
• Fluency in French and / or Spanish will be considered a strong asset

We are committed to providing persons with disabilities equal opportunities regarding all employment activities, including access to jobs and accommodations during employment as required, in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA).