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Momentum Financial Services Group
Director, Contact Centre OperationsMomentum Financial Services Group • Winnipeg, Canada
Director, Contact Centre Operations

Director, Contact Centre Operations

Momentum Financial Services Group • Winnipeg, Canada
4 days ago
Job type
  • Full-time
Job description
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 centre teams.

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.

What You’ll Do

Strategy & Operations Leadership:

Develop and execute the contact centre 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

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

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 centre or customer service operations

5+ years in leadership roles managing teams and operations

Strong experience managing both in‑house and outsourced contact centres

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

Master’s degree is an asset

Ready to lead high‑impact customer operations and elevate the contact centre 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.

Salary range: C$ 140,000 to C$ 150,000.

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Director, Contact Centre Operations • Winnipeg, Canada

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