Who we are!

Meridian OneCap Credit Corp (MOCC) is an equipment and finance company providing a broad range of financial services to businesses throughout Canada. Our parent, Meridian Credit Union, has over 70 years of banking history and is Ontario’s largest credit union.
MOCC is a provider of asset financing in the form of capital leases. We are committed to being the best provider of specialized equipment financing services to strategic vendors across Canada. Our service-oriented culture and exceptional group of professionals serves to provide our strategic partners with value-added service and constructive solutions.

Meridian OneCap Credit Corp provides customized leasing solutions both to help companies sell equipment and to companies that have chosen to lease equipment, rather than buy. For manufacturers and vendors, we enable you to provide your customers with a value-added service that helps your customers acquire equipment efficiently and gives your company a competitive edge. And for the end user, we can help you to preserve working capital in your business, while benefiting now from the use of the equipment.

Our team is known as industry leaders. We’ve earned our reputation through consistent delivery of financing programs with the most efficient transaction process and superior customer service. With the largest direct sales force within the Canadian market, it’s no wonder our customer service is unparalleled.

About Meridian OneCap

About this role:

As part of the Client Experience Leadership team, you are accountable for the day-to-day performance of work, oversight, and monitoring of the workflow of the Customer Service team. Modeling our corporate values, the Manager will provide mentorship and direction with a focus on process improvement, empowering performance to create and foster a team of highly engaged employees, and continually strive to improve customer experience, while sustaining overall operational efficiency and effectiveness.

The Manager Customer Service provides day-to-day management of the Customer Service Team, and will oversee the delivery of customer service to both front-end and back-end clients such as brokers, vendors, account managers, other peers, and lessees as end-users. Drives continual review and improvement to enhance overall sales and customer support to meet and exceed SLA’s.

The Manager will also play a key role in supporting the Operations and Sales Leaders coordinating the regular Customer Service activities and incentives, dealing with call escalations and complaints as well as monitoring various oversight reports to ensure that the team is working effectively.

The Manager is responsible for new hire training, ongoing coaching/mentoring/evaluation for the team members, participating in team and cross-functional initiatives. As part of the escalation process it will be their responsibility to address any gaps in process, solve the issue and look for way to prevent a similar issue in the future.

Key Responsibilities:

Lead the delivery of customer service and the promotion fee-generating income processes by:

• Developing a clear understanding of the Customer Service's financial and non-financial goals
• Demonstrating the expected service level standards during customer interactions
• Motivating the team to understand opportunities for and seek fee-generating income through activities related to the End of Term asset disposal processes, lease add-on proposals, trade-ups, and the purchase of insurance.
• Planning and leading service meetings, service coaching sessions and service skill building sessions
• Monitoring recorded customer concerns and resolving escalated concerns and issues
• Authorizing end of term disposals for exceptions outside of guidelines
• Provides day-to-day leadership, coaching, and guidance to team members
• Manages day-to-day workload across team, including queue oversight to ensure SLAs are met
• Takes ownership of problems, decisions, actions, and judgment to achieve desired work outcomes
• Establish team metrics and monitor the group with respect to those metrics
• Review and report on monthly progress within the group and provide management reporting
• Develop/manage a resourcing plan and strategy based on business changes to continually be able to meet objectives and drive revenue
• Identify opportunities to evolve service model based on review of customer experience and business metrics
• Build relationship cross functionally to resolve issues /gaps in support, proactively communicate with Directors on queue management and support requirements
• Responsible for all hiring of new employees, ensuring proper training plans are in place, providing ongoing coaching and feedback, managing employee performance and developing performance improvement plans when necessary
• Ensures individual performance and productivity of team contributes to the overall success of OneCap, leveraging employee’s skills and capabilities and establishing development plans that support the continued growth of the department

Day to day:

• Day to day management of the Customer Service queues
• Provide training, guidance, and evaluations for Customer Service members
• Develop team members to deliver excellent customer service skills by focusing on job knowledge, technical, interpersonal and communication skills
• Participate in team meetings and management meetings as required
• Participate in department and cross-functional initiatives
• Address customer complaints/escalations identify source causes of issues and work with the management on resolutions
• Trouble shoot/resolve problem areas or areas of improvement as well as performance of the team
• Monitor work in terms of accuracy
• Develop and maintain a positive consultative relationship with vendors, customers, and co-workers in support of the overall sales effort
• Responsible for maintaining service levels within CS team

Meridian Contact Centre Relationship:

• Develop and maintain strong working relationship with Meridian Contact Centre leadership as they are responsible for receiving, triaging and completing simple client inquiries and ticketing on CS Portal for more complex matters
• Establish training and reference documents to ensure the Meridian Contact Centre reps provide a high-level of service expected from our industry clients
• Provide feedback and follow-up on any service issues, process issues, or concerns to ensure continuous improvement

2. Manage the quality and efficiency of Customer Service operations by:

• Delegating and ensuring workloads are completed per designated monthly accounting schedules, and meet legal timelines for replying to external requests
• Ensuring Customer Service procedures and policies are current and effective
• Monitoring the interaction and commitments with departments interacting with Customer Service Representatives
• Monitoring and acting on deficiencies with Customer Service templates, forms
• Tracking workloads and ensuring customer service staffing levels/work schedules meet customer service demands, adjusting as required
• Timely escalation of issues/obstacles/trends to direct supervisor

3. Support compliance with regulatory guidelines by:

• Ensuring Customer Service team compliance to leasing non-disclosure, front face adherence to the lessee per Broker agreements, and to Right of Refusal for vendors
• Adhering to and ensuring team members' compliance with Know Your Customer requirements
• Verifying pre-rewrite of all equipment swap/stolen/or lost asset conditions are met
• Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Compliance Officer and/or applicable supervisor as appropriate.

4. Review and Improvement of overall Customer Service Metrics:

• Develop and maintain Customer Service training materials and ensure that policies and procedures are updated regularly
• Identify process improvement opportunities, with a focus on streamlining and the elimination of unnecessary steps to maximize efficiency and improve results
• Effectively implements strategies, ensuring expectations and objectives are aligned with operations team and MOCC strategic priorities
• Reviews processes, implements improvements by creating opportunities, and establishes service and performance standards to increase productivity and customer service excellence
• Responsible for identifying and supporting the development of tools and information resources to meet the needs of the team and our corporate partners
• Continuously search for new and better ways to process work that will enhance the client experience and reduce the costs of providing the service or transactions
• Collaborating with cross-functional areas across the operations and OneCap team to identify and improve processes, tools and approaches as required, through sharing of ideas, opinions and feedback
• Work with management on cross-functional projects and initiatives as required
• Champion and change management to ensure the organization can meet business and service delivery objectives

5. Lead and develop the Customer Service team by:

• Develops, mentors, and manages team including selection, training, coaching performance management and all other people practices
• Manages the team performance assessment process. Review’s performance assessment feedback and conducts regular meetings with direct reports
• Coaches and develops team through regular discussions using tools such as metrics, company values, quality monitoring, customer, and peer feedback
• Provides career planning advice to team and creates development plans to help employees achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning
• Effectively identifies and manages performance concern; resolving issues impacting team dynamic and effectiveness; collaborates with leader and HRBP
• Establishing and monitoring goals for direct reports
• Recognizing and rewarding success and managing non-performance
• Recruiting, hiring, and promoting team members in accordance with standard policies
• Creates and manage team resourcing strategy to ensure that team has talent/capacity to meet objectives, SLA’s and changes/opportunities within the business environment

Knowledge, Skills, and Abilities:

• Bachelor's degree in business, marketing, or related area or equivalent work experience.
• Minimum five (5) years of experience in the customer service field.
• Demonstrated experience of a commitment to service excellence and the achievement of results.
• Industry Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect and brokered financing. Subject matter expert in equipment finance lending security.
• Experience in leasing/finance a strong asset and customer service experience with a demonstrated record to the commitment of service excellence and the achievement of results is required
• Solid knowledge of OneCap products, procedures, and business practices.
• Proven ability to lead, motivate and coach employees for performance achievement.
  • Brings a growth mindset as a developer of MOCC talent.
  • Ability to work from home remotely/independently and in a virtual team environment, leading and developing team members and creating an engaging employee experience that supports the wellbeing of team members, colleagues and provides an inclusive culture
• Relies on experience and judgment to plan and accomplish goals.
  • Self-directed, decisive and goal-oriented. Comfortable working in an empowered work environment with established goals/expected results and limited step-by-step direction
• Innovative Problem Solver -Demonstrates innovative and creative approaches to solving difficult challenges and seizing process improvement opportunities
  • Resolve routine to moderately complex problems or issues using standard operating principles escalating where appropriate providing recommendations on options to resolve
• Collaborates cross functionally to resolve issues, enhance process and drive efficiencies based on customer focus.
• Sound organizational, influencing and presentation skills.
• Flexibility to work longer hours on short notice as business demands.
• The incumbent services customers on a national basis and, therefore, a bilingual incumbent would be preferred.
• Good voice tone and the ability to articulate on the phone are vital.
• Proficient in major Windows based PC software packages including work processing (Microsoft Word) and spreadsheet (Microsoft Excel).
• Proficient with collaboration tools that support virtual and in-person meetings
• Strong understanding and experience with change management principles

Salary Range: CAD $79,000 – $94,500 annually

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Office Location: Toronto or Vancouver Corporate Office. This is a hybrid opportunity

Meridian OneCap has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.

What's in it for you?

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!

• We provide you with the tools and technology needed to delight your candidates and clients!

• You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world

• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues

• This isn't your typical "corporate" job. We work hard and we have fun!

Our Commitment to You

Meridian OneCap is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.

Please note that due to the volume of applications, only those under consideration will be contacted for an interview.

Thank you for your interest in Meridian OneCap.

Skills

Preferred

• Takes initiative
• Problem Solving
• Performance Management
• Manages Competing Priorities
• Grows & Develops Others
• Employee Engagement
• Effective Communicator
• Decision Making
• Customer Focus
• Critical, Strategic & Systems Thinker
• Collaboration
• Coaching
• Change Management
• Business Writing & Presentations
• Business Outcomes
• Business Acumen
• Analytical
• Adaptable

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Leader: Inspires teammates to follow them