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Senior Manager, Workplace Operations
2 weeks ago
Is this role right for you? In this role you will: 1. Leadership - Lead and drive a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge: a) Foster a customer-focused culture, deepening client relationships and leveraging the broader Bank network.b) Champion centralized workplace operations support, ensuring exceptional service delivery to all employees and visitors.c) Maintain a strong understanding of each partner’s core business to align operational support with their needs.d) Serve as the primary contact for senior leaders, coordinates Workplace Leadership Committee meetings and prepare relevant materials such as presentations and dashboards.e) Oversee seating assignments and team zones in collaboration with business line leaders.f) Prepare reports and recommendations for workplace improvements, including the adoption of new technologies and tools.g) Collaborate with Workplace Effectiveness and Real Estate partners to support office moves and changes.h) Address partner inquiries and complaints, resolving issues or escalating as per the Bank’s standards.i) Review and document Service Level Agreements (SLAs), monitor trends, and report findings to the Director. 2. Provide financial oversight across Workplace Operations: • Expense Management: a) Manage expenses for all workplaces relative to the operations and administrative support and proactively identify opportunities to decrease costs.b) Monitor, control, and authorize within limits, monthly expenditures.c) Review and ensure appropriate controls and tracking systems are in place for all expenses related to common stationery supplies, recycling services, paper consumption, real estate projects, engagement activities, etc.d) Manages the identification and implementation of cost savings opportunities. • Budgets: a) Assist, review and where applicable submit expense planning and budgets for the applicable transits on an annual basis.b) Ensure appropriate management controls exist and escalate all out of budget requests.c) Contribute to maintaining the budget in line with business financial objectives. 3. Operational Management & Continuous Improvement - Maximize the operating efficiency of the centralized workplaces: a) Identify continuous improvement opportunities and recommend changes to improve the overall productivity and effectiveness of workplace service and operations.b) Establish and monitor service benchmarks, client satisfaction, and team efficiency.c) Ensure that all current procedures are documented and communicated, including creating new procedures and updating existing procedures/processes as they change.d) Conduct an ongoing analysis of resource requirements across the workplace and submit recommendations to the Director.e) Manage relationships with vendors and partners, including Real Estate, Building Management, Security, Iron Mountain, and others.f) Ensure the Business Continuity / Resumption Plans are developed and are reliable, current, and compliant with Business Continuity Management Unit guidelines.g) Assist in critical incidents including advising Security, Business Continuity Management Unit, Executive, BCP Planners of the critical incident, deploying employees and arranging transportationto the back-up sites as required and coordinating the transition of employees at back up workstations. 4. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. 5. Create an environment in which their team pursues effective and efficient operations of their respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. 6. Build a high performing environment and implement a people strategy that attracts, retains, develops, and motivates their team by fostering an inclusive work environment. communicating vision/values/business strategy and managing succession and development planning for other teams. Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have: Undergraduate degree in Business Management, Accounting, Communication or Marketing with a minimum of 5 years of relevant working experience in leading a support or operations team, preferably in the financial industry. Strong communications skills. Experience leading a team preferably in the operations area. Advanced knowledge of Microsoft Office Suite applications, including Excel, PowerPoint, Adobe, MS Project, Visio. Knowledge of Project Management fundamentals and best practices. Thorough knowledge of people performance management techniques. Strong ability to manage several priorities simultaneously which will include the delegation of assignments and follow-up with staff. Working knowledge of Bank accounting, controls, organization and structure. Working knowledge of Business Continuity Plan and compliance reporting requirements. Working knowledge of the Bank’s technology equipment order process. Experience with external contract review and negotiation. Working conditions: The position requires working in the office. The Senior Manager is on call at any time 24 hours, 7 days a week to respond to actual or potential critical incidents.\ Lifting and moving boxes and furniture may be required to support engagement events, tasks and initiatives. Travel (approximately once per quarter) within Canada may be required as staff works in different campuses. What’s in it for you? A rewarding career path with diverse opportunities for professional development. A culture that promotes teamwork and cross-functional collaboration to achieve business goals. Inclusive workplace that values diversity of thought, background, and experience. An organization committed to making a difference in our communities – for you and our customers. Opportunity to work with a very enthusiastic team that helps our clients by ensuring the Bank is able to continue to operate to deliver key business services.
