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 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. When it comes to our customers, partners, and each other, we are always motivated by doing the right thing. We seek to find the best people and the right methods that allow us to meet this goal and look to the future for growth.

We are currently looking for an experienced individual with exceptional multi-tasking and interpersonal skills to join our team.

What your day and week could look like

Reporting to the Vice President, Compliance, the Business Process Quality Manager an essential role in developing, implementing, maintaining and overseeing comprehensive quality assurance programs that ensure compliance with regulatory standards, internal policies, and service excellence across all lending activities. Additionally, the Business Process Quality Manager will lead, coach, and develop a team of QA Analysts. This includes:

• Design, execute and maintain Quality Assurance framework for applicable portfolios following quality methodologies with a particular focus on automation and leveraging artificial intelligence in order to maximize coverage and efficiency of programs.
• Partner with applicable stakeholders to address emerging risks.
• Prepare and cascade detailed reports and analysis on QA findings, trends and performance metrics within agreed deadlines.
• Identify areas of improvement and assist departments in implementing corrective actions.
• Lead routine audits of QA Analyst outputs to ensure certification is achieved and maintained.
• Recommend and implement improvements to ensure operational efficiency and client satisfaction.
• Lead or participate in cross-functional projects to streamline QA-related processes.
• Collaborate cross-functionally with business and executive leadership to identify process inefficiencies and recommend enhancements that improve quality, reduce risk and elevate client experience.
• Champion continuous improvement initiatives and drive a culture of excellence and accountability.
• Manage and mentor a team of QA Analysts, including performance monitoring, workload management and professional development.
• Set performance goals, conduct reviews, and foster a culture of continuous improvement.

What you bring

• Bachelor’s degree in business, Finance or a related field (or equivalent experience).
• 5+ years of experience in quality assurance, risk, or compliance in the auto lending or consumer finance industry.
• Experience in building out quality assurance programs.
• Proficiency in the use of AI and automation tools.
• Proficiency with QA tools and Microsoft Office Suite.
• Prior team leadership or supervisory experience.
• Exceptional analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.
• Ability to collaborate cross-functionally and influence change.
• High integrity, professionalism and commitment to ethical business practices.
• Proactive approach to risk management.

This role currently is a hybrid work structure, with 50% of your time spent in office and 50% working from home. This could change based on the needs of the business.

To be considered for employment you will need to successfully pass a criminal background check, and validate your work experience.

Next Steps

Adding to our team is one of the important steps that happens in our business. We’ve taken time to be purposeful and thoughtful with this job posting. Please take time to do the same with your application. Help us understand how you see your work experience as relatable to this job posting. Help us understand how you would be a great addition to our team.

Diversity and Inclusion

The CanCap Group and our subsidiaries are equal opportunity employers and value diversity. We are committed to building and evolving a team reflecting a variety of backgrounds, perspectives, and skills.

Candidates who possess the experience, skills, and qualifications outlined above will be contacted for next steps in the hiring process.