Shape the future of omnichannel service with MFSG as a Director based in Toronto. Oversee enterprise service delivery strategy while driving operational excellence across diverse platforms.
MFSG is looking for an experienced director with over twelve years in service delivery or IT operations. This key leadership role involves defining the operational model, managing multi-channel support like IVR, chat, and email, and leading transformational initiatives. You will report to executive stakeholders and ensure alignment with business priorities while fostering a culture of continuous improvement.
Key Responsibilities:
• Direct service delivery strategy and operations
• Manage daily performance and SLA adherence
• Lead transformation and modernization efforts
• Create real-time dashboards for insights
• Guide collaboration across teams and vendors
Requirements:
• 12+ years in service delivery or omnichannel
• 5+ years in senior roles with accountability
• ...