RLS Operations Manager

Company Summary

Come work for a company that’s committed to the success of each and every employee. A place where innovators and collaborators come together and build on each other’s talents. Where diversity is welcomed and celebrated.

FCT provides industry-leading title insurance, default solutions and other real estate related products and services to legal, lending, valuation and real estate professionals across Canada. With FCT, you will have the opportunity to build a meaningful career. Join us as we continue to do exciting work and make a big impact on our colleagues, customers and communities.

Job Summary

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. 

Here's How You'll Contribute:

• Accountable for meeting contractual service standards, formulating and implementing efficiency initiatives aimed at lowering/mitigating costs while maintaining or improving or maintaining service standards
• Anticipates, identifies and proactively resolves operational gaps with a service oriented approach to solutions
• Directs and empowers team members to use sound judgement and experience in order to create a remarkable experience with every client interaction
• Implement plans to support and advance strategic business plan promoting revenue, profitability and growth as an organization
• Analyze processes, trends and initiate change to drive continuous improvement and quality assurance. Able to analyze data from multiple systems/sources and compile comprehensive solution taking organization, customer experience and productivity factors in to consideration
• Develop operational strategies to ensure positive employee and customer survey’s and Net Promoter Scores
• Develop initiatives designed to increase employee engagement, improve productivity and improve recruitment and retention experience
• Build, motivate, coach, direct, lead and develop future leaders to achieve productivity and customer experience goals
• Recruit, retain and develop high performing individuals and teams

Here's What You'll Bring:

• 3-5 years in a people management role in a legal or financial services setting
• Minimum of 2 years’ experience working with the end-to-end real estate transaction cycle
• Demonstrated ability to work under pressure and adeptly handle stressful situations
• Unrelenting customer focus. Ability to respond quickly to customer challenges and provide proactive solutions
• Highly detail oriented and proven with the ability to multi-task, problem-solve and prioritize in a fast paced environment
• Ability to exercise sound judgement and manage competing priorities on a day to day basis

HERE’S WHAT SETS US APART: 

Through mentoring, innovative tools, and a variety of programs that engage and reward, we empower each employee to be great and drive results.

• Comprehensive benefits that include virtual healthcare and an Employee & Family Assistance Program

• Group retirement savings plan with company match

• Paid holidays and generous paid time off

• Hybrid work arrangements

• Paid volunteer opportunities and charitable donation matching

• Employee recognition programs that include referral incentives

• Potential for performance-based incentives 

• The opportunity to participate in our stock purchase plan

• And more!

*As per terms of the employment agreement

The Great Place to Work® Institute has named FCT one of Canada’s Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We’re also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT’s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.