Your Moneris Career - The Opportunity

This role is responsible for the overall strategy to support the Sales organization and overall call monitoring and insights. This includes determining how to remove non-value work from the Sales team, reviewing opportunities to improve overall seller experience throughout the organization, and providing purpose driven support to the Sales team to drive revenue and acquisition targets . You will be a central point of contact for us on Sales related matters, providing escalation managements, and ensuring that the feedback sales receives from customers are shared with the respective business units to enhance product offerings. You will also be accountable for creating insights and knowledge based on call monitoring for organization.

Contract Term: 14 months.

Location: You will be based in our Etobicoke office, balancing in-office collaboration with remote flexibility.

Reporting Relationship : You will report to VP, Business Operations.

Your Moneris Career - What you'll do

• People Leadership – Responsible for leading a team of people to achieve department KPI's as it pertains to email, call metrics, production support, compliance, escalation management and performance. Also, to partner with Sales Management team to provide feedback and insight into activities performed by the team.
• Production Support – Collaborate and lead initiatives to achieve sales revenue objectives, the organizational goals for customer acquisition, and enhancing the customer experience. Including working with Sales Enablement to raise any change requests that are required while ensuring that policy and procedures are being adhered, succinct and accurate communication is being delivered, and maintaining Sales Knowledge content.
• Escalation Management – Responsible for being the 2nd level escalation point for all escalated matters until full resolution, providing Managers with feedback on escalations received and being able to implement improvement activities.
• Audit – Responsible for participating and leading all internal and external audit programs on behalf of sales.
• Trending and Reporting – Accountable for providing weekly, monthly and annual reporting on trends from incoming calls, escalations, and production issues to identify any gaps in business processes or knowledge and to share the information with the Sales Leadership.
• Sales Support and Sales Onboarding Teams– Accountable to ensure that the Sales Support and Sales Onboarding teams are delivering strategic value to Moneris and Sales as it relates to strengthening customer satisfaction and revenue

Your Moneris Career - What you bring

• Bachelor's degree in Business or a related field.
• 5 years of people leadership/people management experience.
• 8+ years experience in Sales or Sales Operations.
• Previous experience in the payment industry considered an asset.
• Knowledge of Sales processes.
• Knowledge of Salesforce, OMS, and ACI.
• Proficient with Microsoft Office including Visio and Project Planning.
• Knowledge of merchant acquiring industry, relationship management, and sales would be considered an asset

Your Moneris Career - What you get

• Holistic wellness support, with an Employee & Family Assistance Program, 24/7 virtual healthcare, and workplace wellness initiatives
• A workplace committed to investing in Diversity, Equity and Inclusion (DEI) through various initiatives including, employee inclusion groups (EIGs), mentorship, DEI learning and workshops, educational events, and various resources including an internal DEI website and newsletter
• Growth & development opportunities, including unlimited access to Coursera, mentorship programs, and an internal gig marketplace

#OPS-IND

Note: We welcome and encourage applications from Indigenous peoples, people of colour, people with disabilities, people of all genders, sexual orientation and intersectional identities.

We acknowledge that people from equity-deserving groups (including racialized individuals, women, gender diverse individuals, individuals with disabilities, neurodivergent individuals, members of 2SLGBTQIA+ communities and those born outside of Canada) are less likely to apply for jobs unless they feel they meet all the requirements posted. At Moneris, we believe candidates bring experience to their work in many ways. We encourage you to apply and share, in the application form, the transferrable experience you bring, and how this will support your success in this role.