Title: Operations Manager, Segments and Growth Location: Toronto, ON Duration:2 Years (Possibility of extension and conversation) Work Model:(Must work from office on Tuesdays & Thursdays every week, and alternate week Fridays)
Role Mandate: Reporting to Customer Segments Manager, Operations Manager – Segments & Growth will be responsible for managing resolution of inquiries from branches and customer contact centre related to campaigns and special offers, and performing other operational tasks related to Customer Segment and Growth & Acquisition programs. The Customer Segments and Growth team is responsible for defining, developing, and executing on cross functional customer centric strategies that drive personal banking acquisitions and enhance retention. You will be required to work closely with Branch network, Virtual Connect, Operations, Customer Segment and Product Managers and other business partners to facilitate prompt and seamless resolution of campaign-related inquiries, including providing subject matter guidance, assisting with escalations, maintaining operational reporting and materials/documentation. You will also have an opportunity to propose and implement process optimization initiatives with the goal to streamline and accelerate resolution of campaign inquiries and improve customer experience.
Roles and Responsibilities:
Execute on and resolve branch and Virtual Connect inquiries and escalations related to customer campaigns and offers
Develop and maintain operational dashboards and update monthly metrics and management reporting
Maintain process documentation
Propose and implement process optimization initiatives
Must have hard skills:
5+ years Retail banking experience in areas such as Product, Operations, Process Management, Branch Banking or Customer Service
Understanding of retail banking products and business processes
Bachelor’s Degree
Strong attention to detail
Ability to prioritize and manage multiple assignments simultaneously
Strong risk and control mindset, proactively identifying and escalating potential issues
Proficient user of MS Office
Nice-To-Have:
Process optimization and automation experience is an asset
Team oriented, flexible, collaborative
Results oriented, driven and self-motivated with a commitment to excellence
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.The pay rate for this position is $37.64/hr.
