Group Manager Operations

Responsibilities

• Team Leadership & Performance Management
• Lead, coach, and develop Specialists and phone agents to drive engagement and results
• Set expectations and ensure accountability across written and phone-based work
• Quality, QA Oversight & Consumer Experience
• Ensure quality, accuracy, and timeliness of dispute investigations and consumer interactions
• Deliver actionable feedback from QA reviews and drive continuous performance improvement
• Escalations & Call Oversight
• Manage escalated inquiries, including handling complex or sensitive consumer calls
• Provide real-time support and guidance to team members during escalations
• Process Strategy, Analytics & Continuous Improvement
• Develop and refine processes while analyzing performance metrics and QA trends
• Lead initiatives to improve efficiency, outcomes, and overall operational performance
• Stakeholder & Partner Management
• Build and maintain relationships with internal teams and external partners
• Act as a key point of contact for escalations and operational alignment
• Compliance, Risk & Training
• Ensure adherence to regulatory requirements and identify potential risks
• Support onboarding and ongoing training, reinforcing best practices and standards
• MINIMUM REQUIREMENTS
• EDUCATION: High School Diploma
• EXPERIENCE: 1-3 years' experience in a People Management role
• KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
• Proficient in MS Office
• Program or relationship management skills as well as strong people management skills

Requirements

• EDUCATION: Bachelor's FIELD OF STUDY: Business related field
• EXPERIENCE: 1-2 years' experience in Financial Services
• KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
• Advanced proficiency in MS Office, particularly MS Excel
• Superior verbal and written communication skills
• Detailed-oriented with demonstrated ability to manage/motivate people
• If you are wondering why you should work for us, here is something to help you decide:
• Pay and Bonuses: Earn a competitive salary. All employees are eligible for monthly incentives or annual bonus.
• Career Progression: Grow at MCM with paid training and development programs - including our very own MCM Academy - as well as a promote-from-within philosophy.
• Reward and Recognition: We are committed to honoring great results - ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.
• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.
• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.
• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we're proud to invest in you.
• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.
• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.
• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

Benefits

Additional Information

Applicants must have current authorization to work in the United States on a full-time basis. The Group Manager, Operations leads the day-to-day performance and strategic execution of a Consumer Support Services team responsible for consumer dispute investigations and inquiry management. This role oversees both back-office dispute resolution functions and front-line phone operations, ensuring a seamless, high-quality, and compliant consumer experience. The position is accountable for managing Specialist teams who handle written and phone-based consumer inquiries, including direct oversight of phone specialists and ownership of escalated calls. The Group Manager also plays a critical role in reinforcing quality standards by reviewing and delivering feedback on QA evaluations to drive continuous improvement. This role requires close collaboration with internal stakeholders, external partners, and cross-functional teams, as well as a strong understanding of dispute resolution processes, regulatory requirements, and customer interaction best practices.

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