Operations Manager, Segments and Growth

OVERVIEW

The Operations Manager for Segments and Growth will play a crucial role in managing the resolution of inquiries from branches and the customer contact center related to campaigns and special offers. This position involves performing various operational tasks associated with Customer Segment and Growth & Acquisition programs, ensuring that customer-centric strategies are effectively executed to drive personal banking acquisitions and enhance retention.

The ideal candidate will have a strong background in retail banking, with the ability to work collaboratively with various stakeholders, including branch networks, operations teams, and product managers. They will be detail-oriented, capable of managing multiple assignments simultaneously, and possess a proactive approach to identifying and resolving potential issues. Strong proficiency in MS Office and a commitment to process optimization will be key to success in this role.

Location: City, Province/State (Hybrid)

Contract Length: 24 months, with the possibility of extension or FTE conversion

Hours: 37.5 hours per week

Pay: T4 $40 / IC: $46

RESPONSIBILITIES

Execute on and resolve inquiries and escalations from branches and Virtual Connect related to customer campaigns and offers.

Develop and maintain operational dashboards, updating monthly metrics and management reporting.

Maintain comprehensive process documentation to ensure clarity and consistency in operations.

Propose and implement process optimization initiatives aimed at streamlining and accelerating the resolution of campaign inquiries.

Collaborate closely with the Customer Segments Manager and other business partners to facilitate seamless operations.

Provide subject matter guidance and assist with escalations to ensure prompt resolution of issues.

Monitor and report on operational performance to identify areas for improvement.

Engage with stakeholders to gather feedback and insights for continuous process enhancement.

QUALIFICATIONS

Minimum of 5 years of retail banking experience in areas such as product management, operations, process management, branch banking, or customer service.

Strong understanding of retail banking products and business processes.

Bachelor’s Degree in a relevant field.

Exceptional attention to detail and organizational skills.

Ability to prioritize and manage multiple assignments effectively.

Strong risk and control mindset, with a proactive approach to identifying and escalating potential issues.

Proficient in Microsoft Office applications.

TECHNICAL SKILLS

Proficiency in MS Office, including Excel for data analysis and reporting.

PREFERRED

Experience in process optimization and automation is considered an asset.

Team-oriented, flexible, and collaborative working style.

Results-oriented, driven, and self-motivated with a commitment to excellence.

EDUCATION

Bachelor’s Degree in a relevant field.