Operations Team Lead (Device Financing) at Mogo Finance

• Supervise and guide Operations officers to ensure efficiency and adherence to SOPs.
• Monitor operational KPIs (Payment success rates, repairs turn-around time). o Ensure smooth coordination between sales, customer care, credit, and aftersales teams.

• Manage customer complaints and aftersales processes (repairs, replacements, insurance claims).
• Ensure turnaround times meet service-level agreements (SLAs).
• Process Improvement o Identify bottlenecks in payment, aftersales workflows and implement solutions.
• Develop and update standard operating procedures (SOPs).

• Prepare weekly and monthly reports on key metrics (customer satisfaction, repair backlog , reverse logistics).
• Ensure compliance with data protection, and consumer rights regulations.

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• 4–6 years of operations experience, preferably in fintech, asset financing, or telco.
• Proven experience leading teams and managing cross-functional projects.
• Strong analytical, problem-solving, and reporting skills.
• Familiarity with CRM/loan management systems and digital financial platforms.
• Excellent communication, leadership, and stakeholder management abilities

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