Manager, Business Support

Requisition ID: 150623

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

As a Manager Business Support and Delivery you will be responsible for conducting and implementing end to end process design, analyzing, and documenting current and potential future states with the intent of improving overall effectiveness for Global Operations. The incumbent is expected to possess a significant level of knowledge to identify, evaluate and recommend improvements to process, technology and organizational structure to help enhance the employee and customer experience.

Where necessary, research of viable solutions through existing departments in the Bank or external vendor partners will be required. The incumbent must have a high-level understanding of applicable business line objectives. The incumbent will be expected to present recommendations/solutions to senior management and will assist in the delivery, implementation and sustaining of solutions as required. He/she provides a high level of professional service to internal and external partners consistent with Global Operations standards and procedures.

**What your role will be**:
Collaborates with partners in the review of business process resulting in recommendations for measurable improvements while leveraging reusable (process) components, structures and enterprise-wide technologies that are effective and efficient and ensuring that risk is minimized by:

- Conducting business analysis and effective alignment of services
- Influencing change to policy that results in increased productivity with no increase to risk
- Influencing viable technological and structural improvements
- Seeking to eliminating redundant processes or ineffective procedures and replace with a more efficient customer centric processes and procedures.
- Enhancing the employee and customer experience

Participates in the development of strategies and recommendations, including related process maps, business benefits and costs, implementation and training strategies and plans by:

- Gaining agreement to solutions
- Coordinating and developing pilot/proof of concept as required
- Analyzing data to quantify benefits and assess costs
- Developing and contributing to implementation planning activities
- Participating in presentations and meetings with Senior Management
- Provide consultation to partners through implementation
- Preparing and/or reviewing communication material, including presentation decks, training material, News Items and Job Aids, ensuring content is applicable to target audiences and aligns with overall program objectives

Initiates and manages projects working independently or within cross functional teams by:

- Collaborating on and developing proposals
- Establishing milestones and assessing work effort
- Coordinating project templates to create required documentation
- Working with a diverse working group, with varying expertise and job levels
- Utilizing project templates to assist in the creation of required documentation
- Ensuring all deliverables are completed within negotiated timeframes, monitored against budget and within established department guidelines and protocols, escalating as necessary

Manages personal development to ensure knowledge and skills related to Business Process Design are continually enhanced by:

- Researching best practices
- Taking courses designed around people, process, and technology
- Building relationships with internal and external partners

Develops strategic relationships by:

- Establishing, building, and maintaining relationships with:

- Key stakeholder departments within Global Operations and other areas of the Bank
- Vendors and technology partners, where applicable

**Skills you already have**:

- Expert knowledge of branch procedures and policies,
- Expert knowledge of Canadian Banking business units’ functions, and how the various processes interact.
- A working knowledge of bank accounting and internal controls
- Thorough knowledge of processes and systems that support the Canadian Bank
- Working knowledge of Process Mapping and Business Architecting, including use of related software and tools (i.e., Visio, LOVEM)
- Thorough written and verbal skills required to prepare communications and interact effectively with other Bank departments and external parties.
- Thorough time management skills to satisfy the needs of a large client group
- Thorough knowledge of related regulatory requirements including OHS, KYC, AML, Anti-Terrorist Financing Policies, CDIC, Bank Act, Compliance Control & Operational Risk Self-Assessments, Business Continuity Plan, FCAC, and Privacy legislation and procedures.
- Thorough knowledge of the Bank’s production and legacy systems.
- Thorough knowledge of project planning and tracking techniques.
- Thorough knowledge of the Bank’s interactive systems including SharePoint Portal, Excel, PowerPoint, and Word.

Location(s): Canada : Ontario : No