Manager, Client Experience (Direct to Consumer)
Top Benefits
About the role
The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable — from credit adjudication through to contract administration, customer service, default management, and post-charge-off recoveries.
We are a company of innovators. We learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing.” We’re always looking to find the best people and the right methods that allow us to meet this goal — and we look to the future for growth.
About the Role
As the Manager, Client Engagement Operations, you will lead the launch and ongoing operations of direct-to-consumer refinancing program.
This innovative initiative helps clients refinance their vehicle loans, providing them with a streamlined digital journey and a better financing experience.
You will manage a high-performing team focused on client experience, conversion performance, and operational excellence, ensuring that every customer interaction builds trust, strengthens our bank partnership, and drives measurable results.
This role blends leadership, strategy, analytics, and execution, requiring someone who is passionate about people, process improvement, and customer-centric growth.
What Your Day and Week Could Look Like
Team Leadership
- Recruit, lead, coach, and develop a team of client engagement specialists dedicated to delivering exceptional customer experiences and achieving conversion targets.
- Set clear objectives, monitor daily and weekly performance metrics, and identify trends or opportunities for improvement.
- Conduct regular team huddles to review goals, celebrate wins, and address challenges collaboratively.
- Oversee onboarding, training, and professional development to build skill depth and consistency in client engagement.
- Foster a positive, accountable, and customer-first culture focused on integrity and continuous improvement.
- Partner cross-functionally with Operations, Credit and Product, to ensure alignment on program goals and execution.
Program Operations & Client Journey
- Design, monitor, and continuously share ideas on how to refine the end-to-end client journey.
- Collaborate with Product teams to build effective client outreach strategies and digital engagement campaigns.
- Lead the implementation of operational processes that enable a seamless application, decisioning, and funding experience.
- Ensure all client interactions align with brand, compliance, and partnership standards.
- Use data and insights to identify drop-off points, friction, or opportunities in the conversion funnel, and implement improvements.
- Develop and track KPIs for conversion rates, client satisfaction, turnaround times, and operational throughput.
Compliance & Governance
- Maintain strict adherence to regulatory requirements and internal compliance policies.
- Monitor quality assurance metrics and support periodic reviews or audits related to program activity.
- Ensure all customer communications, scripts, and materials align with approved compliance and privacy guidelines.
Continuous Improvement & Strategy
- Collaborate with leadership to evolve the operating model and identify automation or technology enhancements to improve scalability.
- Develop dashboards and reports highlighting performance, conversion trends, and client insights for executive and partner review.
- Stay informed of market trends, consumer lending dynamics, and competitive offerings in the auto refinance and D2C space.
- Champion initiatives that strengthen partnerships and reinforce CanCap’s reputation for innovation and reliability.
What You’ll Bring
- Minimum 5 years of experience in consumer lending, auto finance, or financial-services operations, with at least 3 years in a people-leadership role.
- Proven success leading a Direct-to-Consumer or inside-sales team focused on relationship management or loan conversion.
- Strong understanding of auto loan lifecycle, credit processes, and digital customer journeys.
- Demonstrated ability to lead through data — analyzing KPIs and implementing operational improvements.
- Exceptional communication and coaching skills with a passion for team and client success.
- Ability to balance sales effectiveness with regulatory and ethical standards.
- Strong organizational and time-management skills with a proactive, solutions-oriented mindset.
- Experience using CRM systems and lead-management tools (Salesforce experience preferred).
Soft Skills
- You inspire performance through positivity, accountability, and clarity.
- You have an entrepreneurial mindset — comfortable building new programs and processes from the ground up.
- You can toggle seamlessly between strategy and execution, leading by example when needed.
- You are adaptable, empathetic, and driven by measurable outcomes and exceptional service.
Reporting Relationship
This role reports to the Senior Vice President, Lending Operations and works closely with Product, and Credit/Funding teams, as well as external partners.
What You Can Expect from Us
Our Employee Experience is designed to support and inspire our team through:
- A collaborative, growth-oriented environment.
- Opportunities to innovate and shape new programs.
- Comprehensive health and dental benefits.
- Hybrid work flexibility with central Mississauga and downtown Toronto office presence.
Next Steps
We take hiring seriously and have designed our process to be thoughtful and transparent. Please tell us how your experience aligns with this role and what excites you about joining CanCap’s new direct-to-consumer bank partnership initiative.
Diversity & Inclusion
The CanCap Group and its subsidiaries are equal opportunity employers and value diversity. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills.
We appreciate your interest — only candidates selected for next steps will be contacted.
About CanCap Group Inc.
We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries. We are a company of innovators: we learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
Nous gérons tout un cycle de vie de la créance financière, de l'adjudication de crédit à l'administration des contrats, au service à la clientèle, à la gestion des défauts et aux recouvrements après imputation. Nous sommes une entreprise d'innovateurs: nous apprenons mutuellement, nous nous respectons et créons ensemble. Nous nous efforçons d'inspirer nos clients en les écoutant, en répondant à leurs besoins et en les gardant agréablement surpris. Et nous le faisons toujours avec intégrité.
Manager, Client Experience (Direct to Consumer)
Top Benefits
About the role
The CanCap Group (“CanCap”) is a privately-owned Canadian national financial services company with multiple verticals across automotive, consumer, and merchant lending portfolios. We manage the entire lifecycle of the finance receivable — from credit adjudication through to contract administration, customer service, default management, and post-charge-off recoveries.
We are a company of innovators. We learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
When it comes to our customers, partners, and each other, we are always motivated by doing the “right thing.” We’re always looking to find the best people and the right methods that allow us to meet this goal — and we look to the future for growth.
About the Role
As the Manager, Client Engagement Operations, you will lead the launch and ongoing operations of direct-to-consumer refinancing program.
This innovative initiative helps clients refinance their vehicle loans, providing them with a streamlined digital journey and a better financing experience.
You will manage a high-performing team focused on client experience, conversion performance, and operational excellence, ensuring that every customer interaction builds trust, strengthens our bank partnership, and drives measurable results.
This role blends leadership, strategy, analytics, and execution, requiring someone who is passionate about people, process improvement, and customer-centric growth.
What Your Day and Week Could Look Like
Team Leadership
- Recruit, lead, coach, and develop a team of client engagement specialists dedicated to delivering exceptional customer experiences and achieving conversion targets.
- Set clear objectives, monitor daily and weekly performance metrics, and identify trends or opportunities for improvement.
- Conduct regular team huddles to review goals, celebrate wins, and address challenges collaboratively.
- Oversee onboarding, training, and professional development to build skill depth and consistency in client engagement.
- Foster a positive, accountable, and customer-first culture focused on integrity and continuous improvement.
- Partner cross-functionally with Operations, Credit and Product, to ensure alignment on program goals and execution.
Program Operations & Client Journey
- Design, monitor, and continuously share ideas on how to refine the end-to-end client journey.
- Collaborate with Product teams to build effective client outreach strategies and digital engagement campaigns.
- Lead the implementation of operational processes that enable a seamless application, decisioning, and funding experience.
- Ensure all client interactions align with brand, compliance, and partnership standards.
- Use data and insights to identify drop-off points, friction, or opportunities in the conversion funnel, and implement improvements.
- Develop and track KPIs for conversion rates, client satisfaction, turnaround times, and operational throughput.
Compliance & Governance
- Maintain strict adherence to regulatory requirements and internal compliance policies.
- Monitor quality assurance metrics and support periodic reviews or audits related to program activity.
- Ensure all customer communications, scripts, and materials align with approved compliance and privacy guidelines.
Continuous Improvement & Strategy
- Collaborate with leadership to evolve the operating model and identify automation or technology enhancements to improve scalability.
- Develop dashboards and reports highlighting performance, conversion trends, and client insights for executive and partner review.
- Stay informed of market trends, consumer lending dynamics, and competitive offerings in the auto refinance and D2C space.
- Champion initiatives that strengthen partnerships and reinforce CanCap’s reputation for innovation and reliability.
What You’ll Bring
- Minimum 5 years of experience in consumer lending, auto finance, or financial-services operations, with at least 3 years in a people-leadership role.
- Proven success leading a Direct-to-Consumer or inside-sales team focused on relationship management or loan conversion.
- Strong understanding of auto loan lifecycle, credit processes, and digital customer journeys.
- Demonstrated ability to lead through data — analyzing KPIs and implementing operational improvements.
- Exceptional communication and coaching skills with a passion for team and client success.
- Ability to balance sales effectiveness with regulatory and ethical standards.
- Strong organizational and time-management skills with a proactive, solutions-oriented mindset.
- Experience using CRM systems and lead-management tools (Salesforce experience preferred).
Soft Skills
- You inspire performance through positivity, accountability, and clarity.
- You have an entrepreneurial mindset — comfortable building new programs and processes from the ground up.
- You can toggle seamlessly between strategy and execution, leading by example when needed.
- You are adaptable, empathetic, and driven by measurable outcomes and exceptional service.
Reporting Relationship
This role reports to the Senior Vice President, Lending Operations and works closely with Product, and Credit/Funding teams, as well as external partners.
What You Can Expect from Us
Our Employee Experience is designed to support and inspire our team through:
- A collaborative, growth-oriented environment.
- Opportunities to innovate and shape new programs.
- Comprehensive health and dental benefits.
- Hybrid work flexibility with central Mississauga and downtown Toronto office presence.
Next Steps
We take hiring seriously and have designed our process to be thoughtful and transparent. Please tell us how your experience aligns with this role and what excites you about joining CanCap’s new direct-to-consumer bank partnership initiative.
Diversity & Inclusion
The CanCap Group and its subsidiaries are equal opportunity employers and value diversity. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills.
We appreciate your interest — only candidates selected for next steps will be contacted.
About CanCap Group Inc.
We manage the entire lifecycle of the finance receivable from credit adjudication through to contract administration, customer service, default management and post charge-off recoveries. We are a company of innovators: we learn from each other, respect each other, and create together. We strive to inspire our customers by continually understanding them, meeting their needs, and keeping them happily surprised. And we always do so with integrity.
Nous gérons tout un cycle de vie de la créance financière, de l'adjudication de crédit à l'administration des contrats, au service à la clientèle, à la gestion des défauts et aux recouvrements après imputation. Nous sommes une entreprise d'innovateurs: nous apprenons mutuellement, nous nous respectons et créons ensemble. Nous nous efforçons d'inspirer nos clients en les écoutant, en répondant à leurs besoins et en les gardant agréablement surpris. Et nous le faisons toujours avec intégrité.