Lead User Support Specialist for Wealth Management and Financial Markets
1 month ago
About the Role
As a Manager, Specialized User Support for Wealth Management and Financial Markets, you will oversee the teams responsible for delivering level 2 technical support for these sectors at National Bank. This position requires occasional travel between Montreal, Toronto, and Calgary.
This role will enable you to leverage your management skills, user support experience, and knowledge of office automation technology to drive positive impact on our organization.
Your Responsibilities
- Human Resources Management - responsible for hiring, performance appraisals, goal setting, coaching, and professional development
- Manage performance indicators for internal IT teams
- Oversee two teams of professionals responsible for ensuring 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 adherence to the Bank's policies and procedures
- Develop strategies to enhance the IT service desk according to the sector's business plan and priorities
- Propose proactive solutions to optimize customer service
- Develop 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 high user satisfaction through quality decisions based on satisfaction surveys
- Effectively handle escalations
- Maintain SOPs (standard operating procedures) and communicate changes made
- Manage employees under contract
- Ensure all requests are processed within established service standards
- Analyze different technological business solutions to understand their impacts and recommend to management
- Collaborate with other managers and senior managers to deliver high-quality technical support and achieve project objectives
- Collaborate with business line managers and IT delivery towers in relevant sectors
About Your Team
As part of the I&O-SVM sector, you'll join a large team of 12 colleagues and report to the Senior Manager, FM and WM Support. Our team stands out for offering dedicated, on-site support for FM and Trading (VIP) users.
Our training programs utilize on-the-job learning to help you master your role. You can access personalized training content to support your ongoing learning, and you'll have access to colleagues with a wide range of expertise, experience, and backgrounds to enrich all aspects of your development.
Requirements
- 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
- Strong leadership and communication skills
- Good sense of initiative and autonomy
- Creative with strong team spirit
- Dedication to quality work and respect for deadlines
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Montreal, Quebec, Canada National Bank Full timeJob OverviewElevate your career with a challenging role as a User Support Team Lead for Financial Markets and Trading at National Bank.
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