Director of Operations - Toronto, Ontario

Overview Role: Director – Operations Location: Toronto, Ontario, Canada (Hybrid) Compensation: $95-130k CAD Annually Transworld Systems Inc. (TSI) is the industry-leading, tech enabled provider of accounts receivable management, healthcare revenue cycle management, loan servicing, and complementary BPO solutions. With revenues more than $500M, TSI’s customer base includes Fortune 100 corporations, financial institutions, hospitals, government organizations, and small businesses. TSI’s goal is to help customers manage their cash flow, so they can focus on growing their businesses. Build Your Future! Come join our thriving team! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career in the collections industry. Why should you consider TSI? Paid training Team-oriented work environment Growth opportunity Comprehensive benefits package available: including medical, paid time off and paid holidays! Responsibilities Provide strategic leadership across multiple functions, leading managers and large-scale operations teams to deliver on business, client, and financial objectives. Define and execute operational strategies and transformation initiatives to drive performance, scalability, and continuous improvement. Oversee end-to-end operations, ensuring alignment with organizational goals, client expectations, and regulatory requirements. Drive performance management frameworks, leveraging data and analytics to monitor trends, identify risks, and implement corrective actions at scale. Establish and govern quality, productivity, and customer experience standards across programs and geographies. Partner with senior client stakeholders to strengthen relationships, lead governance forums (e.g., QBRs), and ensure delivery against SLAs, KPIs, and contractual commitments. Lead risk management and compliance oversight, ensuring adherence to all client, regulatory, and internal policies. Champion a culture of accountability, engagement, and high performance, developing leadership capability across managers and supervisors. Drive talent strategy, including succession planning, leadership development, and retention of key talent. Provide executive oversight on employee relations, performance management, and disciplinary actions, ensuring consistency and fairness. Ensure financial discipline, including oversight of productivity, cost management, and payroll governance. Leverage insights to drive operational excellence, cost optimization, and customer satisfaction improvements. Lead cross-functional collaboration with HR, Quality, Training, and other support functions to ensure integrated execution of business priorities. Oversee communication governance, ensuring accuracy, timeliness, and alignment in all client and internal communications. Sponsor and lead continuous improvement and transformation initiatives, including process optimization and automation. Perform other strategic duties as assigned by senior leadership (VP/Executive level). Maintain deep understanding of regulated industry practices (e.g., utility/credit/collections) and evolving compliance requirements. Qualifications Proven experience in senior leadership roles (15+ years preferred) within operations, customer experience, or BPO environments. Demonstrated success in managing large, multi-layered teams through managers and leaders, with strong focus on scalability and performance transformation. Strong experience in client engagement, governance forums (e.g., QBRs), and executive stakeholder management. Expertise in data-driven decision-making, operational analytics, and performance optimization. Deep understanding of compliance frameworks, regulated environments, and risk management practices. Experience driving organizational change, transformation programs, and continuous improvement initiatives. Strong financial acumen, including productivity management, cost control, and resource planning. Advanced proficiency in tools such as Avaya, Microsoft Excel, and reporting/analytics platforms. Ability to influence across functions and lead in a matrixed, global environment. Bachelor’s degree required; advanced degree (MBA or equivalent) preferred. Equivalent senior leadership experience may be considered in lieu of formal education. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company. Provide strategic leadership across multiple functions, leading managers and large-scale operations teams to deliver on business, client, and financial objectives. Define and execute operational strategies and transformation initiatives to drive performance, scalability, and continuous improvement. Oversee end-to-end operations, ensuring alignment with organizational goals, client expectations, and regulatory requirements. Drive performance management frameworks, leveraging data and analytics to monitor trends, identify risks, and implement corrective actions at scale. Establish and govern quality, productivity, and customer experience standards across programs and geographies. Partner with senior client stakeholders to strengthen relationships, lead governance forums (e.g., QBRs), and ensure delivery against SLAs, KPIs, and contractual commitments. Lead risk management and compliance oversight, ensuring adherence to all client, regulatory, and internal policies. Champion a culture of accountability, engagement, and high performance, developing leadership capability across managers and supervisors. Drive talent strategy, including succession planning, leadership development, and retention of key talent. Provide executive oversight on employee relations, performance management, and disciplinary actions, ensuring consistency and fairness. Ensure financial discipline, including oversight of productivity, cost management, and payroll governance. Leverage insights to drive operational excellence, cost optimization, and customer satisfaction improvements. Lead cross-functional collaboration with HR, Quality, Training, and other support functions to ensure integrated execution of business priorities. Oversee communication governance, ensuring accuracy, timeliness, and alignment in all client and internal communications. Sponsor and lead continuous improvement and transformation initiatives, including process optimization and automation. Perform other strategic duties as assigned by senior leadership (VP/Executive level). Maintain deep understanding of regulated industry practices (e.g., utility/credit/collections) and evolving compliance requirements. Proven experience in senior leadership roles (15+ years preferred) within operations, customer experience, or BPO environments. Demonstrated success in managing large, multi-layered teams through managers and leaders, with strong focus on scalability and performance transformation. Strong experience in client engagement, governance forums (e.g., QBRs), and executive stakeholder management. Expertise in data-driven decision-making, operational analytics, and performance optimization. Deep understanding of compliance frameworks, regulated environments, and risk management practices. Experience driving organizational change, transformation programs, and continuous improvement initiatives. Strong financial acumen, including productivity management, cost control, and resource planning. Advanced proficiency in tools such as Avaya, Microsoft Excel, and reporting/analytics platforms. Ability to influence across functions and lead in a matrixed, global environment. Bachelor's degree required; advanced degree (MBA or equivalent) preferred. Equivalent senior leadership experience may be considered in lieu of formal education. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.