Team Lead, Shared Services

Fairstone Bank•Toronto, ON

8d•CA$60,000 - CA$75,000•Hybrid

About The Position

The Team Lead, Cards Onboarding, serves as a Subject Matter Expert (SME) within the Cards Team, with a specialized focus on onboarding for Home Trust’s Preferred and Secured Visa products. This role is responsible for providing day-to-day guidance to front-line staff, ensuring operational efficiency, and maintaining high standards of quality, accuracy, and compliance throughout the application lifecycle. The Team Lead plays a critical role in coaching team members, managing workflow and priorities, and supporting system enhancements, while fostering a culture of continuous improvement and operational excellence.

Requirements

University Degree
2-4+ years in credit card operations, underwriting support or financial services.
Strong organizational and time management skills.
Strong knowledge of credit adjudication, onboarding processes, and risk controls.
Excellent communication, coaching, and stakeholder management skills.
Strong analytical and problem-solving abilities with attention to detail.
Ability to manage priorities in a high-volume, deadline-driven environment.

Nice To Haves

Experience with quality assurance, audit support, or compliance frameworks is an asset.

Responsibilities

Provide ongoing coaching, feedback, and support to New Account Specialists to enhance performance and development.
Complete monthly reviews of applications processed by New Account Specialists for accuracy.
Provide day-to-day support as the primary point of contact for process, policy, and system-related inquiries.
Support onboarding and training of new hires, ensuring readiness and adherence to procedures.
Open tickets as needed to report system related issues with onboarding vendor.
Support system releases with testing of enhancements, upgrades, and fixes of the onboarding system.
Manage and prioritize the application pipeline to ensure service level targets are achieved.
Allocate work effectively across the team based on volumes and capacity.
Identify and implement strategies to improve turnaround times and operational efficiency.
Investigate and support resolution of complaints related to application processing.
Conduct regular quality assurance reviews of completed applications to ensure compliance with internal policies, underwriting guidelines, and regulatory requirements.
Ensure accuracy, completeness, and proper documentation of all applications prior to final decisioning.
Identify trends, errors, and process gaps, and implement corrective actions or targeted coaching.
Monitor and report on key quality metrics, including error rates, rework, and exceptions.
Support internal and external audit requirements by maintaining proper documentation and responding to inquiries.
Partner with Risk, Compliance, and Quality Assurance teams to mitigate operational risk and strengthen controls.
Participate in user acceptance testing (UAT) for system enhancements, upgrades, and fixes within the onboarding platform.
Identify opportunities for process improvements and recommend solutions to enhance efficiency and quality.
Support implementation of new processes, tools, and best practices.