Director, Donation Processing

Location: London, Ontario Office (no remote option)

Employment Type: Full-time (8:30am-4:30pm, Monday to Friday)

Reports to: VP, Client Growth & Engagment

Sargent Solutions is looking for a Director, Donation Processing to lead the day-to-day operations of our Donation Processing Centre office in London, Ontario. This role is responsible for ensuring donations are processed accurately and efficiently, clients receive excellent service, and the team has the support, training and resources needed to succeed.

This is a hands-on leadership role that combines people leadership, donation processing, client service and operational management.

What You'll Do

Lead the Team

• Lead and support our Donation Processing and Donor Care teams in our London office.
• Provide coaching, training, mentoring and ongoing feedback.
• Manage staffing, workload and capacity to ensure client needs are met.
• Coordinate cross-training and backup coverage.
• Support ongoing employee engagement and performance.

Oversee Donation Processing

• Ensure donations are processed accurately, efficiently and according to client requirements.
• Oversee deposits, batch processing, verification and commitment.
• Monitor processing quality and identify opportunities to improve workflows.
• Review errors and implement corrective action when needed.
• Help develop and implement processes for onboarding new clients to the Donation Processing Centre.

Support Our Clients

• Maintain strong relationships with donation processing clients.
• Lead or participate in client meetings and provide operational updates.
• Ensure client-specific procedures and service standards are followed.
• Work closely with our Client Delivery team to support successful project delivery.
• Identify and escalate significant client concerns, errors or operational risks.

Manage Centre Operations

• Monitor staffing, workload, inventory and processing capacity.
• Oversee new client setup within the Donation Processing Centre.
• Manage supplies, equipment and other assets.
• Ensure donations and donor information are handled securely and appropriately.
• Monitor operational budgets and provide administrative support as needed.

What We're Looking For

We're looking for someone who combines strong leadership skills with excellent attention to detail and a practical, hands-on approach to operations.

The ideal candidate will have:

• Experience leading a team in an operational, administrative, financial processing or customer service environment.
• Strong organizational and time-management skills.
• Excellent attention to detail and a commitment to accuracy.
• Experience establishing and maintaining processes and quality standards.
• Strong communication and client service skills.
• The ability to manage competing priorities and changing workloads.
• A collaborative approach and the ability to work effectively with different teams.
• Experience coaching, training and supporting employees.
• The ability to identify problems, make sound decisions and follow issues through to resolution.

Experience with donation processing, fundraising operations, nonprofit organizations, or donor databases would be an asset.

About Sargent Solutions

Sargent Solutions helps charities and nonprofit organizations manage their fundraising and donor operations. We work with organizations across North America and provide services including fundraising technology consulting, donation processing and donor support.

We are a small, collaborative team where people have the opportunity to make a meaningful impact, take ownership of their work and work closely with both colleagues and clients.

What We Offer

• Competitive salary based on experience
• Benefits and company-match RRSP program
• Paid time off
• Opportunities for professional development

If you're an experienced team leader who enjoys creating organized, accurate and client-focused operations, we'd love to hear from you. Please address your resume and cover letter to Heather Li, Director of Operations and Human Resources, and send it by email to [email protected].

• Thank you to everyone applying; however, only those selected for an interview will be contacted. Sargent Solutions Inc. welcomes diversity and equity in the workforce and is committed to meeting the needs of people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.