Manager Specialized User Support

2 months ago

Montréal QC, Canada National Bank of Canada Full time

**Your role**
- Human Resources Responsibilities - responsible for hiring, performance appraisals, goal setting, coaching and professional development
- Manage performance indicators for internal IT teams
- Manage two groups of professionals responsible for the quality and efficiency of end-to-end office automation technical support
- Manage operational capacity (human and material)
- Validate and approve work schedules
- Budgeting responsibilities - accountable for monitoring sector budgets, updating forecasts upon request, and taking corrective actions to achieve objectives
- Ensure that the Bank's policies are followed and that procedures are carried out
- Set up actions to develop the IT service desk according to the sector's business plan and priorities
- Propose proactive solutions to optimize customer service
- Develop the appropriate reports to effectively share critical operating data
- Develop, refine and communicate clearly documented information and processes
- Measure and report on your team's performance
- Ensure a high level of user satisfaction by making quality decisions based on satisfaction surveys sent to users
- Ensure that escalations are handled effectively
- Maintain SOPs (standard operating procedures) and communicate changes made
- Manage employees under contract
- Ensure that all requests are processed within pre-established service standards
- Analyze different technological business solutions in order to understand their impacts and make recommendations to management
- Collaborate with other managers and senior managers to deliver high quality technical support and successfully achieve all project objectives
- Collaborate with business line managers and IT delivery towers in the relevant sectors

**Your team**

As part of the I&O-SVM sector, you’ll be on a large team of (12) colleagues and you’ll report to the Senior Manager, FM and WM Support. Our team stands out for offering dedicated, on-site support for our FM and Trading (VIP) users. (Business hours are from 7:00 a.m. to 5:00 p.m. Monday to Friday. There is also a rotation for after-hours support and also overtime in the evenings and on weekends when necessary. The branch/the call centre is open two evenings a week and on Saturdays. A number of work schedules are possible and will vary depending on team availability.)

Our training programs use on-the-job learning to help you master your role. You can access personalized training content on such topics as (to be completed) to support your ongoing learning. You’ll also have access to colleagues with a wide range of expertise, experience, and backgrounds to enrich all aspects of your development.

**Prerequisites**
- Bachelor's degree in a related field and 6 years of relevant experience OR master's degree in a related field and 4 years of relevant experience
- Experience managing personnel
- Experience in managing and developing office automation technical support teams
- Knowledge of office automation support management technologies and systems
- Ability to evaluate operational statistics to improve service delivery
- Leadership and good communication skills
- Good sense of initiative and autonomy
- Creative with strong team spirit
- Dedication to quality work and respect for deadlines

**Your benefits**

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
- Health and wellness program, including many options
- Flexible group insurance
- Generous pension plan
- Employee Share Ownership Plan
- Employee and Family Assistance Program
- Preferential banking services
- Opportunities to get involved in community initiatives
- Telemedicine service
- Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

**We're putting people first**

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

Come live your ambitions with us

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