Manager – Loan Origination & Collections Operations

About the role

Fusion CX is seeking an experienced Manager to lead both Loan Origination and Collections operations in Kingston. You will be responsible for driving operational performance, coaching teams, and ensuring compliance with lending policies while delivering exceptional customer experiences.

Key responsibilities

• Lead daily operations of Loan Origination and Collections teams, managing productivity, quality, and service levels.
• Allocate resources, monitor workloads, and implement workflow improvements to maximize efficiency.
• Review and approve loan applications, verify documentation, and support advisors with complex cases.
• Serve as primary escalation point for complex customer issues, ensuring timely and fair resolutions.
• Coach, mentor, and develop team leaders, monitor performance metrics, and lead continuous‑improvement initiatives.

Required profile

• Bachelor’s degree or equivalent qualification.
• Proven leadership experience in customer service, loan servicing, collections, banking, or contact‑center environments.
• Strong analytical thinking, decision‑making, and conflict‑resolution abilities.
• Excellent organizational and time‑management skills with high attention to detail.

Required skills

• Experience with CRM platforms.
• Proficiency in operational reporting tools.
• Familiarity with performance‑management software.