Specialist, Operational Readiness

Specialist, Operational Readiness
Toronto, Canada

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart—Canada's largest non-bank branch network—and a leader in financial solutions for underserved communities.

From short-term loans to money transfers, we serve millions of people annually with diverse and innovative products that put customers first. Our culture is purpose-driven, fast-paced, and collaborative, built on a commitment to customer care and community impact.

We've Got You Covered:

• Competitive compensation philosophy

• Discretionary annual bonus

• Comprehensive benefits

• Retirement plans

• Hybrid work environment

• Perks and rewards

The Job
As a Specialist, Operational Readiness, you will be responsible for driving change management and operational readiness efforts across key projects and initiatives. This role is focused on ensuring that people, processes, products, channels, and systems are prepared for change—assessing risks, supporting action plans, and helping to ensure successful adoption and sustainment of new ways of working.

What You'll Do

• Change Impact & Readiness Assessments: Conduct customer journey mapping and change impact assessments to evaluate how initiatives affect teams, stakeholders, and processes. Identify risks, challenges, and opportunities for adoption.

• Execution of Change Plans: Support the design and rollout of change management and operational readiness plans, including processes, communications, training, and SOP updates.

• Standardized Tools & Integration: Apply templates and frameworks (e.g., customer journey maps, readiness assessments) to ensure consistency. Integrate readiness and change considerations into all phases of project planning and delivery.

• Training & Support: Prepare training materials and help facilitate training for frontline employees, store managers, and other teams. Participate in UAT for new systems and provide guidance to ensure smooth implementation.

• Performance Measurement: Implement KPIs, dashboards, and feedback mechanisms to measure adoption and effectiveness of change initiatives, reporting insights to leadership.

• Collaboration: Partner with stakeholders across Retail, IT, Compliance, and Project Management to ensure operational readiness for launches.

• Continuous Improvement: Gather post-change feedback from frontline teams, identify adoption challenges, and recommend process improvements.

• Culture Building: Foster a culture of adaptability and openness to change through clear communication and collaboration.

What You'll Bring to the Table

• Strong ability to support and drive change initiatives across complex organizations.

• Financial and business acumen with a focus on outcomes.

• Confident relationship builder with excellent communication and collaboration skills.

• Analytical and problem-solving skills to evaluate risks and recommend solutions.

• Familiarity with operational readiness and change management tools, such as the PROSCI ADKAR model.

• Ability to work independently, prioritize competing demands, and deliver results in a fast-paced environment.

Education + Experience

• Bachelor's degree required; Master's degree preferred.

• PROSCI Change Practitioner certification or training in customer journey mapping strongly desired.

• Minimum 4 years of experience in operations, with a proven track record of supporting successful business outcomes.

• Experience working with cross-functional teams and managing complex projects.

• Knowledge of Money Mart's products and services is an asset.

If you're passionate about enabling change, improving customer and employee experiences, and building operational excellence, we'd love to hear from you. Apply today and help shape the future of financial services.

#SJ