Team Leader, DSM (Remote)

Company Information

One of Canada’s oldest and most respected debt solution providers. We help people get out of debt and start rebuilding their lives again. Established in 1979, Farber has over 250 employees working across Canada and has helped over 100,000+ Canadians get out of debt.

And now, we’re embarking on our next stage of innovation & significant growth. To do that, we hire experienced, enthusiastic, motivated, innovative, and customer-centric team members to play critical roles in helping us reach our ambitious goals.

Join us in better serving the growing number of Canadians who are in need of help.

Position Summary

If you are a motivated, sales driven professional, with a desire to lead a team and make a difference in people’s lives, this may be the role for you!  The primary responsibility of the Team Leader, DSM is to motivate and coach a small team of Debt Solutions Managers in achieving goals while creating efficiencies and keeping business goals in mind.

This position will work closely with the Regional Practice Leaders (RPL), and other various Subject Matter Experts (Insolvency Technical, Sales, Operations etc.) within the firm.  As a natural leader, this role will encourage an engaging environment of collaboration and professional development.

Standard hours of work are subject to change and are based on the candidate's flexibility which will include their location and province.  The standard working day is 8.5 hours with one hour (unpaid) for lunch.  At times of high volume, it is expected that additional work hours will be required.

Responsibilities

• Build, manage, and develop an effective and high performing team, including assisting the RPL with interviewing prospective candidates, performance management, annual reviews and terminations as required.
• Maintain frequent visibility and provide leadership to each team member to ensure best practices are occurring.
• Measure and coach to key KPI’s including closing ratios, best practices compliance and pipeline management, and support RPLs by providing summaries of these KPI’s and other metrics on weekly / monthly basis.
• Support RPL and assist with scheduling and organizing shift patterns for the team to ensure proper staffing coverage.
• Develop, maintain, and apply the knowledge learned of the insolvency industry to support the team.
• Answer questions from the team and help solve problems while overseeing work to ensure quality and conformity.
• Listen to calls to identify opportunities for improvement and provide coaching that encourages positive communication and feedback.
• Create superior customer experience by having team members engage, listen, and understand the needs of potential clients while demonstrating compassion and empathy.
• Promote a strong working relationship with team members to ensure high morale, maximize productivity and customer satisfaction.
• Conduct one-on-one weekly meetings with team members to aid in the development of team members and support their success in their career growth and time at Farber.
• Overseeing change management and implementation of new initiatives, programs, and operational procedures.
• Conduct team meetings to update members on best practices and continuing expectations.
• Assume certain roles and responsibilities of reports (DSMs) in their absence or while they are on vacation, so that there is no interruption of service to prospective clients.
• Willing to meet with prospective clients from time as may be required both remotely and in-person.
• Review individual team member’s inventory and meet with them at least weekly to support file progression and ensure company protocol / best practices are being observed.
• Review and approve team members’ requests to disqualify / close out inventory including any related follow-up with perspective leads that may require additional reengagement.
• Review of appointments taken by your team in the prior day to ensure documentation in the CRM has been updated and firm protocol followed for each appointment.
• Aid team in managing their calendars to optimize access to appointments for potential clients while supporting the progress of other files within their pipeline.
• Work with other areas of the business including operations to support initiatives required to improve efficiency and effectiveness of processing appointments into files.
• Provide ongoing feedback on process improvement.
• In addition to team lead responsibilities, you will be expected to meet your own individual file targets, in addition to those assigned to your team.
• Other tasks and duties as assigned.

Qualifications

Compensation, Benefits, and Perks

To ensure we attract and retain top talent, we offer competitive compensation and benefits which we continually review and update to meet the evolving needs of our people.

As a part of our team, you will receive :

Our Commitment to Inclusion, Diversity, and Equity

At Farber, we’re in the business of helping people—and this ethos extends not only to our clients, but to our employees, partners. We are committed to taking action and to deliver an inclusive, diverse, and equitable workplace that our staff experience every day. This commitment also shapes our culture, which is one of a kind and unique.  We are proud to have a dedicated culture committee who organize events, and consists of staff volunteers, they hand out awards for recognition and support the many holidays in our community to celebrate our inclusive and diverse workforce at Farber.

Farber encourages applications from all qualified candidates who represent the diversity of Canada.

We thank all candidates for submitting their resume, however, only those selected for an interview will be contacted.