Act as first-line knowledge support for Leads Coordinators, providing coaching, and direction
Provide training support to Leads Coordinators on new initiatives and process improvements as needed
Monitor and provide ongoing guidance for Leads Coordinators on handling of escalations and other exceptions
Champion all lead operations processes to ensure effective delivery against business goals
Engage with internal business partners to ensure cross-functional commitments and service standards are being achieved
Analyze lead performance across channels against key metrics
Work with Channel and Marketing teams to improve lead quality
Translate data into insights, actions, and recommendations
Maintain accurate advisor information and lead assignment data
Run regular data checks and reconciliations to ensure accuracy
Investigate operational issues, identify root causes, and implement fixes
Engage with Client Solutions partners for lead generation pilots
Monitor campaign performance and communicate leads insights to leadership teams
Manage the transition from pilot to full production

Post-secondary education OR 4+ years of experience in customer service, sales/marketing operations, or similar role
Advanced proficiency in Excel, PowerPoint, and Salesforce CRM
Lead management and marketing automation knowledge
Analytical mindset with curiosity and innovation focus
Excellent written communication and documentation skills
Customer relations, issue resolution, and problem-solving expertise
End-to-end data management (validation, reconciliation, quality monitoring)
Business requirements analysis and validation
Ability to manage competing priorities independently
Ability to coach, manage performance, and develop team members
Comfortable in matrixed, ambiguous environments
Bilingualism (French, English, both oral and written) is required for Quebec only.

Operations Specialist – Leads Engagement and Optimization

Key skills