Director, Contact Centre Operations

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we’re the team behind Money Mart—Canada’s largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it.

At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people.

Strategy & Operations Leadership:

• →Develop and execute the contact center 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

Vendor & Technology Management:

• →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

Culture & Leadership:

• →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

• 8–10+ years of experience in contact center or customer service operations
• 5+ years in leadership roles managing teams and operations
• Strong experience managing both in-house and outsourced contact centers
• 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

• Bachelor’s degree required
• Master’s degree is an asset

Ready to lead high-impact customer operations and elevate the contact center experience? Join us and help shape customer engagement at MFSG.

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.

Please note: The salary range for this position is between C$ 140000 to C$ 150000.