Senior Manager, Operations and Process Management

At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.

Be part of our talented and growing team We are currently looking for a Senior Manager, Operations and Process Management, to join our team reporting to the Director, Branch Operations.

As a Senior Manager, Operations and Process Management, you will be responsible for overseeing a portfolio of operational processes that support branch and business performance. You will ensure processes are efficient, scalable, and aligned with strategic objectives. In addition to driving continuous improvement, you will play a key role in supporting day-to-day operations and business continuity, stepping in to resolve issues and ensure branches run smoothly.

"Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence."

WHY JOIN US?

BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2025 for the fifth consecutive year by the editors of Canada's Top 100 Employers.

WE OFFER:

• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

WHAT WILL YOU WORK ON?

• Process Ownership: Manage and maintain a defined group of operational processes, ensuring clarity in roles, inputs, outputs, and performance expectations.
• Performance Monitoring: Track key process metrics (KPIs), analyze trends, and report on performance to leadership. Identify root causes of inefficiencies or breakdowns.
• Continuous Improvement: Lead initiatives to optimize processes using Lean, Six Sigma, or other methodologies. Drive simplification, standardization, and scalability.
• Risk Management & Controls: Identify process-related risks and develop appropriate controls to mitigate them. Ensure compliance with internal policies and regulatory requirements. Monitor control effectiveness and adjust as needed.
• Operational Support & Business Continuity: Act as a point of escalation for process-related issues impacting branch operations. Collaborate with internal teams to resolve disruptions and maintain service levels. Flex focus as needed to support urgent operational needs.
• Stakeholder Engagement: Work cross-functionally with teams in Operations, Technology, Finance, Compliance, and Customer Experience to align process improvements with business needs.
• Documentation & Governance: Ensure processes are well-documented, auditable, and compliant with internal policies and external regulations.
• Change Management: Support adoption of new processes and tools through training, communication, and stakeholder alignment.

WHO ARE WE LOOKING FOR

• Bachelor's degree in business, Operations Management, or related field
• 5+ years of experience in process management, operations, with demonstrated track record with continuous improvement
• Strong analytical and problem-solving skills
• Experience with process mapping tools and methodologies (e.g., Lean, Six Sigma, BPMN)
• Excellent communication and stakeholder management skills
• Ability to work independently and adapt quickly to shifting priorities
• Experience in financial services or regulated industries
• Familiarity with CRM, collections, cash management, or rules-based systems
• Certification in Lean Six Sigma or similar frameworks an asset

**This role is vacant**

WE ARE PROUD TO BE RECOGNIZED AS Great Place to Work Canada for 2025 and

Montreal's Top Employers 2025 by Canada's Top 100 Employers

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If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time

Job Type:

Permanent