Manager, Quality Management Office

3 weeks ago

Toronto ON, Canada Swoon Full time

Title: Manager, TPS Policies, Procedures and Forms Contract Length: 12 Months with the chance to extend
Ability to gain a comprehensive understanding of products, processes, and regulations through briefings, evaluating, and documenting them into clear and easily understandable policies, processes, standards, or manuals.
Analyze requirements to comprehend content, assess impacts on all TPS and bank existing P&Ps, and other TPS initiatives, ensuring engagement of additional stakeholders as needed.
Develop clear and concise documentation for policies and procedures, operational procedures, and communications to provide TPS-wide and bank users with effective information, enhancing their understanding of TPS products, services, and processes, and assisting them in delivering high-quality customer service while ensuring compliance with legal and legislative requirements.
Advocate for our vision by ensuring policies, procedures, and forms reflect excellent customer and employee experiences and are written clearly and concisely. Coordinate change management, including regulatory requirements and disclosures, collaborating with TPS and bank partners.
Lead TPS P&P reviews, change management, and maintenance processes in collaboration with Product Owners, Client Service & Implementation, Risk & Compliance, and bank partners.
Offer continuous consultation to TPS Product teams and coordinate documentation requirements/changes with affected stakeholders and subject matter experts, such as Legal and Anti-Money Laundering.
Plan and schedule annual and off-cycle reviews, and organize content placement.
Identify and manage cross-impacts/changes with other TPS P&Ps, process documentation, and forms, especially those related to Client Service & Implementation.
Demonstrated proficiency in influencing, process management, and problem-solving
Skilled in proactive and persistent issue management and resolution
Strong leadership, interpersonal, and relationship-building skills, with the ability to influence stakeholders
Proficient in project and change management
Results-oriented with the capacity to handle multiple tasks and meet deadlines in a fast-paced environment while maintaining quality and integrity
Proficiency in standard office software such as Word, PowerPoint, Excel, SharePoint, and Outlook
Bilingual (English and French) proficiency considered an asset.

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