Top Benefits
About the role
Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.
At nesto, we're proud of
- Our clients love our positive, empowering, and transparent mortgage financing experience.
- Our 4.5-star Google reviews talk by themselves!
- We won the 2023 & 2024 CLA Lender of the Year award, recognizing our excellence in lending services.
- We are a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet.
- Our highly skilled, diverse, and collaborative team makes everything possible!
- Our Mortgage Cloud platform gives financial institutions full access to nesto’s proprietary technology, powering a better client experience, from start to finish.
We are rapidly growing our national footprint and seeking a Manager, Client Service Renewals who prefers a "blank slate" over a pre-written manual. You will own the creation of our new inbound division, with the opportunity to scale your own career as the business continues to expand.
Where You’ll Make An Impact:
-**Establish a Professional Foundation:**A "blank slate" opportunity to design and refine our call centre service standards, workflows, and team culture for a newly created Inbound division. -**Active Coaching & Mentorship:**Hands-on call monitoring and real-time guidance to help the team master scripts and deliver high-quality, professional client interactions. -**Performance Leadership:**Managing the full employee lifecycle, from hiring to career development, with a focus on clear expectations and consistent accountability. -**Data-Driven Command:**Maintain a constant pulse on real-time KPIs, including conversion rates, abandonment rates, and lead penetration. You will own the reporting cycle, ensuring leadership has total visibility into the health of the renewal funnel. -System Optimization:Navigating a modern tech stack (including Five9 andSalesforce) to ensure call queues are managed with speed and precision. -**Bilingual Leadership:**Providing hands-on guidance and professional development to a dual-market team, ensuring our French and English-speaking clients receive the same high quality level of service. -**Solution-Oriented Escalations:**Serving as a key point of contact for complex service issues, building rapport with clients and consultants to resolve hurdles effectively.
What We Value:
- Two (2) or more years of experience leading teams in a high-production environment (e.g., banking, insurance, or mortgages). You are comfortable navigating the entire employee journey, including talent acquisition, real-time training, and performance management.
- You understand that great leadership requires great data. You bring deep experience with CRMs and the ability to leverage telephony tools likeFive9(an asset) to ensure every call is tracked and every lead is captured.
- You don’t just follow a process; you build it. You thrive on the challenge of taking a "blank slate" and turning it into a high-velocity triage engine where every workflow is documented and every script is followed.
- You see the "dropped ball" before the client does. You are a hands-on mentor who prefers real-time coaching and live call monitoring over quarterly reviews, ensuring high standards are met every day.
- You don’t shy away from "hard conversations." You believe that professional growth starts with honest feedback and that maintaining high standards is the best way to support your team’s success.
- You ensure every client receives the same quality of service in English and French. You use your fluency to audit calls and coach scripts, maintaining a consistent brand experience nationwide.
- Possession of a Mortgage Broker or Mortgage Agent license will be considered an asset.
Supporting Your Life at Nesto Group:
-**Health & Wellness:**Comprehensive insurance (Drug, Vision, Dental) & Health and Wellness Spending Accounts. -**Mental Support:**24/7 unlimited access to telemedicine, EAP, and mental health services for you and your family. -**Time Off:**4 weeks paid vacation, plus personal/sick days and all statutory holidays. -**Future Planning:**RRSP Matching Program to help you build long-term wealth. -**Family Support:**Robust Maternity and Parental Leave Top-Up programs. -**Professional Growth:**Education reimbursement, mentoring, and continuous training.
Diversity & Inclusion
At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.
Ready to Join Us?
We value your interest in Nesto Group. We review applications immediately and will continue until the position is filled. While we thank all applicants for their time, please note that we will only contact those selected for an interview.
#LI-DNI
Not the right fit? Search for Bilingual Manager, Client Service Renewals jobs in Remote
About Nesto Group
Nesto Hypermarket is a well-known name across homes in the Gulf region. Founded by Mr. K P Basheer, Chairman of Western International Group in 2004 and led by Managing directors Mr. Siddique Pallolathil, Mr. Jamal Kp, and directors Mr. Nawas Kp, Mr. Noufal Kp and Mr. Athif. Nesto has been one of the fastest growing retail chains in the Gulf Cooperation Council (GCC) locations.
The Group’s tagline – ‘Nesto, all that you need’ – represents the company’s vision of being a one-stop shop for the people in the region. It caters to the multi-ethnic community residing in all its locations and therefore, stocks a huge amount of international products besides the locally manufactured items. With its headquarters in Ajman, the company has 100+ outlets in the GCC locations and employs over 10000 people of various nationalities.
Similar jobs you might like
Top Benefits
About the role
Our mission is to provide a positive, empowering, and transparent property financing experience that is simple from start to finish. Our team consists of skilled technology experts, caring mortgage specialists, and a diverse marketing team, all working together to lead change in the mortgage industry.
At nesto, we're proud of
- Our clients love our positive, empowering, and transparent mortgage financing experience.
- Our 4.5-star Google reviews talk by themselves!
- We won the 2023 & 2024 CLA Lender of the Year award, recognizing our excellence in lending services.
- We are a B Corp certified organization, highlighting our dedication to making a positive impact on our society and our planet.
- Our highly skilled, diverse, and collaborative team makes everything possible!
- Our Mortgage Cloud platform gives financial institutions full access to nesto’s proprietary technology, powering a better client experience, from start to finish.
We are rapidly growing our national footprint and seeking a Manager, Client Service Renewals who prefers a "blank slate" over a pre-written manual. You will own the creation of our new inbound division, with the opportunity to scale your own career as the business continues to expand.
Where You’ll Make An Impact:
-**Establish a Professional Foundation:**A "blank slate" opportunity to design and refine our call centre service standards, workflows, and team culture for a newly created Inbound division. -**Active Coaching & Mentorship:**Hands-on call monitoring and real-time guidance to help the team master scripts and deliver high-quality, professional client interactions. -**Performance Leadership:**Managing the full employee lifecycle, from hiring to career development, with a focus on clear expectations and consistent accountability. -**Data-Driven Command:**Maintain a constant pulse on real-time KPIs, including conversion rates, abandonment rates, and lead penetration. You will own the reporting cycle, ensuring leadership has total visibility into the health of the renewal funnel. -System Optimization:Navigating a modern tech stack (including Five9 andSalesforce) to ensure call queues are managed with speed and precision. -**Bilingual Leadership:**Providing hands-on guidance and professional development to a dual-market team, ensuring our French and English-speaking clients receive the same high quality level of service. -**Solution-Oriented Escalations:**Serving as a key point of contact for complex service issues, building rapport with clients and consultants to resolve hurdles effectively.
What We Value:
- Two (2) or more years of experience leading teams in a high-production environment (e.g., banking, insurance, or mortgages). You are comfortable navigating the entire employee journey, including talent acquisition, real-time training, and performance management.
- You understand that great leadership requires great data. You bring deep experience with CRMs and the ability to leverage telephony tools likeFive9(an asset) to ensure every call is tracked and every lead is captured.
- You don’t just follow a process; you build it. You thrive on the challenge of taking a "blank slate" and turning it into a high-velocity triage engine where every workflow is documented and every script is followed.
- You see the "dropped ball" before the client does. You are a hands-on mentor who prefers real-time coaching and live call monitoring over quarterly reviews, ensuring high standards are met every day.
- You don’t shy away from "hard conversations." You believe that professional growth starts with honest feedback and that maintaining high standards is the best way to support your team’s success.
- You ensure every client receives the same quality of service in English and French. You use your fluency to audit calls and coach scripts, maintaining a consistent brand experience nationwide.
- Possession of a Mortgage Broker or Mortgage Agent license will be considered an asset.
Supporting Your Life at Nesto Group:
-**Health & Wellness:**Comprehensive insurance (Drug, Vision, Dental) & Health and Wellness Spending Accounts. -**Mental Support:**24/7 unlimited access to telemedicine, EAP, and mental health services for you and your family. -**Time Off:**4 weeks paid vacation, plus personal/sick days and all statutory holidays. -**Future Planning:**RRSP Matching Program to help you build long-term wealth. -**Family Support:**Robust Maternity and Parental Leave Top-Up programs. -**Professional Growth:**Education reimbursement, mentoring, and continuous training.
Diversity & Inclusion
At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of color, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all.
Ready to Join Us?
We value your interest in Nesto Group. We review applications immediately and will continue until the position is filled. While we thank all applicants for their time, please note that we will only contact those selected for an interview.
#LI-DNI
Not the right fit? Search for Bilingual Manager, Client Service Renewals jobs in Remote
About Nesto Group
Nesto Hypermarket is a well-known name across homes in the Gulf region. Founded by Mr. K P Basheer, Chairman of Western International Group in 2004 and led by Managing directors Mr. Siddique Pallolathil, Mr. Jamal Kp, and directors Mr. Nawas Kp, Mr. Noufal Kp and Mr. Athif. Nesto has been one of the fastest growing retail chains in the Gulf Cooperation Council (GCC) locations.
The Group’s tagline – ‘Nesto, all that you need’ – represents the company’s vision of being a one-stop shop for the people in the region. It caters to the multi-ethnic community residing in all its locations and therefore, stocks a huge amount of international products besides the locally manufactured items. With its headquarters in Ajman, the company has 100+ outlets in the GCC locations and employs over 10000 people of various nationalities.