Team Lead - Sales Coordination

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

Who we are!

Meridian OneCap Credit Corp (MOC) is an equipment and finance company providing a broad range of financial services to businesses throughout Canada. Our parent, Meridian Credit Union, has over 70 years of banking history and is Ontario’s largest credit union.

MOC is a provider of asset financing in the form of capital leases. We are committed to being the best provider of specialized equipment financing services to strategic vendors across Canada. Our service-oriented culture and exceptional group of professionals serves to provide our strategic partners with value-added service and constructive solutions.

Our team is known as industry leaders. We’ve earned our reputation through consistent delivery of financing programs with the most efficient transaction process and superior customer service. With the largest direct sales force within the Canadian market, it’s no wonder our customer service is unparalleled.

About this role:

The Team Lead, Sales Support assists in the managing, training, and development of the SS Team. Identify, resolve, and be initial point of contact on technical, policy and procedures so transactions can be processed within SLA and quality standards. The TL is responsible for queue management and handling of transactions from credit app to submitting for funding. You will work with the Business Development Managers and external parties to ensure all documentation is complete/accurate and that all credit conditions have been satisfied. You will communicate with vendor partners, sales teams, clients, and internal teams to coordinate the transaction. You will be the SME for the team, responsible for providing technical knowledge and guidance to the coordinators for their daily activities.

What you’ll do:

Team Leadership

• Provide Oversight and development of team members to deliver excellence in processing of sales from onboarding to funding by focusing on job knowledge, technical, interpersonal and communication skills.
• Provide training, guidance, peer mentorship and evaluation input for sales support members, monitor work in terms of accuracy.
• Serve as the principal point of contact for all policy and process related questions and concerns as posed by Sales Coordinators and escalations from our sales reps and business partners.
• Deliver support for team structure activities that will help reinforce and improve internal relationships, reduce attrition, and improve performance.
• Facilitate meaningful and progressive team huddles/meetings to ensure team cohesion and engagement.
• Provide peer mentoring for the transition of processes and integration of technology.
• Work with management on cross-functional initiatives as required.
• Address complaints/escalations; identify source causes of issues and work with management and external partners on resolutions.
• Provide feedback to management concerning possible problem areas or areas of improvement as well as performance of the team.
• Assist in the day-to-day management of the sales support queues.
• Develop and maintain Sales Support training materials and ensure that policies and procedures are updated regularly.
• Make sound and judicious business decisions pertaining to daily tasks and challenges.
• Review monthly/weekly KPI’s for team; identify performance gaps; identify and resolve for root cause to ensure performance to standards.
• Support and lead change initiatives, driving continuous improvement and adapting to evolving market conditions. Champion new processes and technologies that enhance team efficiency and sales outcomes.

Process Enhancements

• Analyze current procedures and workflows to identify opportunities for enhancement and implement effective changes to optimize efficiency and productivity, ultimately a superior customer experience.
• Facilitate the integration of new procedures by developing and delivering training, creating documentation and providing ongoing support to ensure a successful adoption.
• Track the effectiveness of implemented process enhancements and new procedures, gathering feedback and making adjustments as needed to achieve desired outcomes.
• Help identify capability and performance/skill gaps.

Sales Enablement

• Process credit applications, confirm and review details of request, accurately enter transaction details into the application system, assist with subsequent queries or information required by credit.
• Identify the necessary documents and agreements required based on the transaction's structure, prepare and send the required legal documents/agreements to the client/vendors. Follow up with external parties for the timely receipt of all documentation.
• Accurately register required liens in appropriate jurisdiction and according to legislated timelines to perfect security to ensure enforceability of priority on equipment to minimize losses in the event of contract default.
• Accurately enter and update all transactional information, including critical financial data elements into the Originations Portal and front-end EDGE system.
• Audit documentation/funding package for completion and accuracy, including proper execution and compliance with credit approval and pricing guidelines, as well as operational policies and procedures prior to submission to funding operations. Identify core contractual issues and suggest resolution. Address subsequent queries or information required.
• Due to our variety of programs, offerings that comprise subsidy calculations, interim funding, and regulatory obligations, a comprehensive knowledge of documenting and processing each program’s requirements is essential.
• Identify core contractual issues and suggest resolution while maintaining adherence to credit, legal, compliance and company policy and procedure.
• Acquire knowledge of various vendor and/or broker programs, including their fee structure and any specialized handling procedures required for specific accounts, ensuring efficient and complaint management of these relationships.
• Ensure compliance with all provincial and federal regulations and internal company policies, including but not limited to Reducing the Risk (Anti-Money Laundering), Know Your Customer, and Information Security & Privacy.
• Adhere to all processes and procedures as documented on Knowledge Central.
• Maintain service level agreements and departmental KPI Metrics.

Relationship Management & Cross-Functional Collaboration

• Act as a liaison between the sales team and acts as main point of contact for external vendor partners.
• Communicate regularly with vendor partners to identify opportunities for efficiencies, solicit feedback and implement solutions.
• Assist in quote preparation and documentation preparation.
• Collaborate with other departments such as Credit, Funding Operations, Customer Service, Collections.
• Assist with User Acceptance Testing for various system enhancements.
• Collaborate with Stakeholders, work closely with key stakeholders to understand their needs and ensure that process changes align with the organizational goals and requirements.

Administration

• Lead and or participate in team huddles, 1-on-1s and meetings, offering unsolicited constructive feedback for the betterment of Meridian and participates in enrichment projects.
• Identify areas for process improvements and assist in implementation.
• Monitor and ensure that all Policies and Procedures on Knowledge Central are updated promptly.
• Complete all required training in a timely manner.
• Prioritize tasks for the workday and re-evaluate priorities as new tasks arise.
• As needed, participate in User Acceptance Testing and become familiar with any new enhancements being implemented.
• Assist in the evaluation and monitoring of SLAs and KPIs for the team, ensuring that performance standards are met.

What you can bring to this Role:

• Demonstrate team leadership ability to inspire, influence, monitor performance, provide coaching and mentoring, recognize and reward achievements, communicate clearly and persuasively, provide constructive feedback, resolve conflict, and motivate others.
• Strong analytical skills and the ability to think creatively to provide solutions to complex transactions while adhering to policies and compliance guidelines.
• Solid understanding of Meridian’s insurance requirements, environmental risks, and liaising with the legal department when necessary.
• Understanding of all four sources of business offered (branch referral, vendor referral, broker referral, and third-party assignments) for successful support of the leasing product.
• Excellent administrative, organizational, and decision-making skills.
• Customer focus with the ability to build and maintain positive relationships.
• Solid understanding of the time value of money, discounting cash flows, and using an HP financial calculator.
• Strong interpersonal skills to work with various authority levels.

Education, Designations, Training, and Experience

• Bachelor’s degree in Business, Finance, or a related field or equivalent education and experience.
• 2-5 years of experience in leasing industry or related financial services experience.
• Bilingual (French, English) an asset.
• Self-directed, decisive, and goal-oriented in an empowered work environment.
• Ability to multitask in a fast-paced environment.
• Strong relationship building skills.
• Proficient in MS Word, Excel, and Outlook.
• Excellent problem-solving skills and attention to detail.
• Professional attitude and commitment to quality service.
• Aptitude for mathematics including financial calculations.

Office Location: Toronto, St. Catharines or Vancouver Corporate Office. This is a hybrid opportunity.

What's in it for you?

• Inclusive and collaborative working environment encouraging creativity and celebrating success.
• Tools and technology to delight your candidates and clients.
• Work with and learn from diverse industry leaders.
• Hybrid work arrangements with in-person office time.
• Not your typical corporate job; work hard and have fun!

Our Commitment To You

Meridian OneCap is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.