Group Manager Operations

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.

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

PREFERRED QUALIFICATIONS

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 e