Senior Manager, Digital Operations

We are currently seeking a Senior Manager, Digital Operations to join our team.

The Senior Manager, Digital Operations is responsible for overseeing support and operations for Enterprise Applications and mission critical systems, which include CRM, API, and Digital Banking. This role ensures operational excellence, risk management, and strategic leadership across technical teams and projects. The Senior Manager leads a technical team, supports project delivery and transition to operations, and builds strong relationships with internal stakeholders and external vendors. The role also manages escalations, ensures compliance with governance and audit standards, and drives operational excellence through automation, knowledge documentation, and the strategic adoption of emerging technologies such as generative AI to continually evolve service delivery, governance, and system reliability.

Here's what would be included as a part of your typical day

• Leadership: Oversees the Enterprise Application Support operations team, providing management, coaching, and professional development. Provides mentorship to the team, supporting technical skill growth and conducting performance management activities. Participates in recruitment and retention processes.

• Operations & Risk Management: Oversees daily operations and technical escalations for critical digital banking applications, enterprise applications, and APIs, while proactively addressing issues. Ensures system availability and applies risk management and incident management practices according to First West governance strategies, policies, and procedures. Develops and manages processes for identifying, prioritizing, and resolving escalated end-user help requests, including monitoring, tracking, coordinating related functions, escalating to level 3 and 4 teams, and working with third-party vendor support teams. Adheres to First West change management guidelines, participates in CAB meetings, and maintains audit readiness and compliance.

• Operational Systems Management: Partners with IT Technical teams to manage the operational risk readiness, deployment, and onboarding for mission-critical and secondary system enhancements. Leads operational projects including requirements gathering, configuration, development, testing, and deployment. Identifies needs, recommends improvements, supports ongoing maintenance, and oversees system support. Builds and maintains strategic relationships with external partners and vendors to deliver solutions. Maintains operational accountability for designated systems, ensuring compliance with regulatory updates and supporting audit activities as required.

• Project Management: Collaborates with IT project teams and leaders to support projects, track progress of assigned tasks, and facilitate smooth transitions to operational support. Contributes to cross-functional initiatives within IT and other departments, ensuring effective collaboration among stakeholders. Leads or supports Hypercare teams on relevant projects.

• Relationship Building: Establishes and maintains critical relationships with First West business leads, project teams, technical leaders, external vendors, and service providers to enable productive partnerships. Communicates status updates and expertise to leaders and staff, ensuring clarity on solutions and service expectations. Assists with budget and invoicing discussions with First West and vendors.

Required Skills, Experience & Qualifications

• College, Trade or Tech School Diploma (2 years) in Information Technology or related discipline required
• Bachelor's Degree in Information Technology or related discipline preferred
• 5+ years of experience in leading enterprise systems operations and projects; digital banking experience preferred.
• 7+ years of directly managing technical groups with disciplinary responsibility required.
• Experience with system integration, vendor management, and risk management in an enterprise environment.
• Proven track record in project delivery, operational excellence for mission critical systems, and process improvement.
• Advanced knowledge of the relevant regulatory requirements and other concepts, theories, practices and techniques of the Information Technology field, with emphasis on the financial industry.
• Technical operational planning and advanced leadership skills to ensure a holistic, integrated approach to managing and overseeing execution of services, support and solutions.
• Demonstrated ability to identify, assess, and interpret IT requirements with a member-focused approach, within an enterprise context.
• Strong focus on operational excellence, driving consistency through standard operating procedures, playbooks, and service management frameworks.
• Champions modernization through the ethical and effective use of AI-driven tools, enabling smarter decision-making in IT Operations.
• Drives documentation culture and adoption of industry-leading frameworks, ensuring knowledge continuity, operational scalability, and audit readiness.
• Builds a culture of accountability, quality, and continuous improvement, fostering cross-functional collaboration between operations, engineering, and business teams.
• Advanced communication and interpersonal skills to provide advice, direction and guidance to direct reports, peers, and senior leaders
• Strong analytical, problem solving and decision-making skills to manage investigation and resolution of technical problems
• Project management skills to provide oversight
• Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

What's in it for you:

First, we strive to make our team members feel genuinely rewarded. You'll have:

• Mental health coverage and resources
• Customizable health benefits, as well as topped-up parental leave
• Performance-based compensation, employee banking advantages and group RRSP matching
• Vacation time and flexible work arrangements to support your lifestyle

We are committed to providing a fair, equitable, and competitive rewards package that reflects the value an individual brings to our organization. The compensation mentioned in this job posting should serve as a guide. The total cash compensation earned may vary based on a variety of factors including bonuses and/or incentives, an individual's skills and experience, and may correlate with performance in the role.

We also provide and encourage opportunities for our employees to make a meaningful impact. After all, as a credit union we're powered by giving back—in big ways and through small gestures. That's why we offer employees paid time off to volunteer, partner with thousands of local charities, build long-lasting relationships that help our members get ahead and commit to environmental, social and governance (ESG) practices.

By joining our team, you'll be able to elevate your potential. Wherever your own purpose leads, we're here to support you with award-winning in-house training programs, access to LinkedIn Learning, and reimbursement for external courses to help you get ahead.

Take the next step in your career as part of our team. Apply for this opportunity

Candidates, please note: if you are being considered for this role, you will be required to complete a background check, such as employment verification, credit check and criminal record check.

Diversity, Equity, Inclusion & Belonging

At First West Credit Union, we embrace diversity regardless of gender identity or expression, sexual orientation, religion, race, ethnicity, age, diverse ability, and any aspect that makes someone unique. Inclusion is woven through our organization, from our employee-led network groups, hiring practices and education programs that address barriers and continually grow our equitable, diverse and inclusive culture.

We encourage people who are from equity-deserving groups to apply for a career with us, including women or non-binary people, persons with diverse abilities, Black, Indigenous Peoples, People of Colour and members of 2SLGBTQIA+ communities.

If an accommodation would help you during the process of applying or interviewing for a career with us, please let us know how we can assist you, whether it's preparing materials in an alternate format, booking an accessible meeting room or other arrangement.

Your individuality is welcome here.

About Us

We're a financial cooperative that does things differently. We provide time-tested advice that helps our members feel optimistic about their future, and we offer comprehensive banking solutions that enable people to confidently reach their goals. With the financial strength and extended branch network of a large financial institution, we maintain local connections to our communities and take a unique grassroots approach to service. Our more than 250,000 members and approximately 1,250 employees operate from 45 branches throughout the province of BC, under the Envision Financial, Valley First, Island Savings and Enderby & District Financial brands. Visit for more information on First West Credit Union.

Please know we appreciate your interest in us but only candidates selected for an interview will be contacted.