Manager specialized user support

2 months ago


montréal, Canada National Bank Full time

As a Manager, Specialized User Support - Wealth Management and Financial Markets/Trading in the User Support team at National Bank, you will lead the teams that are responsible for providing level 2 technical support for Financial Markets and Wealth Management. The selected candidate will be required to travel occasionally between Montreal, Toronto and Calgary.). This position will allow you to leverage your (management skills / experience in user support / knowledge of office automation technology) to have a positive impact on our organization.

Your role

  • Human Resources Responsibilities - responsible for hiring, performance appraisals, goal setting, coaching and professional development
  • Manage performance indicators for internal IT teams
  • Manage two groups of professionals responsible for the quality and efficiency of end-to-end office automation technical support
  • Manage operational capacity (human and material)
  • Validate and approve work schedules
  • Budgeting responsibilities - accountable for monitoring sector budgets, updating forecasts upon request, and taking corrective actions to achieve objectives
  • Ensure that the Bank's policies are followed and that procedures are carried out
  • Set up actions to develop the IT service desk according to the sector's business plan and priorities
  • Propose proactive solutions to optimize customer service
  • Develop the appropriate reports to effectively share critical operating data
  • Develop, refine and communicate clearly documented information and processes
  • Measure and report on your team's performance
  • Ensure a high level of user satisfaction by making quality decisions based on satisfaction surveys sent to users
  • Ensure that escalations are handled effectively
  • Maintain SOPs (standard operating procedures) and communicate changes made
  • Manage employees under contract
  • Ensure that all requests are processed within pre-established service standards
  • Analyze different technological business solutions in order to understand their impacts and make recommendations to management
  • Collaborate with other managers and senior managers to deliver high quality technical support and successfully achieve all project objectives
  • Collaborate with business line managers and IT delivery towers in the relevant sectors

Your team

As part of the I&O-SVM sector, you’ll be on a large team of (12) colleagues and you’ll report to the Senior Manager, FM and WM Support. Our team stands out for offering dedicated, on-site support for our FM and Trading (VIP) users. (Business hours are from 7:00 a.m. to 5:00 p.m. Monday to Friday. There is also a rotation for after-hours support and also overtime in the evenings and on weekends when necessary. The branch/the call centre is open two evenings a week and on Saturdays. A number of work schedules are possible and will vary depending on team availability.)

Our training programs use on-the-job learning to help you master your role. You can access personalized training content on such topics as (to be completed) to support your ongoing learning. You’ll also have access to colleagues with a wide range of expertise, experience, and backgrounds to enrich all aspects of your development.

Prerequisites

  • Bachelor's degree in a related field and 6 years of relevant experience OR master's degree in a related field and 4 years of relevant experience
  • Experience managing personnel
  • Experience in managing and developing office automation technical support teams
  • Knowledge of office automation support management technologies and systems
  • Ability to evaluate operational statistics to improve service delivery
  • Leadership and good communication skills
  • Good sense of initiative and autonomy
  • Creative with strong team spirit
  • Dedication to quality work and respect for deadlines


Your benefits
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
  • Health and wellness program, including many options
  • Flexible group insurance
  • Generous pension plan
  • Employee Share Ownership Plan
  • Employee and Family Assistance Program
  • Preferential banking services
  • Opportunities to get involved in community initiatives
  • Telemedicine service
  • Virtual sleep clinic
These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.
We're putting people first
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.
We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates What can you bring to our team?
Come live your ambitions with us

  • montréal, Canada National Bank Full time

    As a Manager, Specialized User Support - Wealth Management and Financial Markets/Trading in the User Support team at National Bank, you will lead the teams that are responsible for providing level 2 technical support for Financial Markets and Wealth Management. The selected candidate will be required to travel occasionally between Montreal, Toronto and...


  • Montréal, QC, Canada National Bank of Canada Full time

    **Your role** - Human Resources Responsibilities - responsible for hiring, performance appraisals, goal setting, coaching and professional development - Manage performance indicators for internal IT teams - Manage two groups of professionals responsible for the quality and efficiency of end-to-end office automation technical support - Manage operational...

  • End User Support

    6 months ago


    Montréal, Canada Q1 Technologies Full time

    12-15 Years End user experience required. - Overall experience of around 15+ years in managing large teams across borders - Experience working for managing complex IT setup of organization with 10+ branches - Proficiency in French Language is an asset and will have added benefit for this role - End user Windows platform (Win10 & Win11) - Familiar with MS...

  • User Support

    7 months ago


    Montréal, Canada Transit App Full time

    We have a strong support culture here at Transit. The reason millions of people are using our app isn’t just because Transit, the app is great. It’s because there’s no barrier between how Transit’s users are actually encountering the app and the product getting built. As the first line of contact with our app users, you’ll be responsible for...


  • Montréal, Canada International Air Transport Association (IATA) Full time

    Employment Type: Permanent Contract Duration: At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable and more inclusive. We celebrate diversity and inclusion in our workforce, and...


  • Montréal, Canada IMDS Software Inc. Full time

    Education: College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years - Experience: 2 years to less than 3 years - Computer programming/programmer, general - Computer science - or equivalent experience **Work setting**: - Private sector **Tasks**: - Communicate electronically and in person with computer users...

  • User Research Director

    4 months ago


    Montréal, QC, Canada Hasbro Inc. Full time

    At Invoke, our mission is to Have Fun Building Great Games. We believe the best games come from people who love what they do, in an environment that values them and their ideas. And we ensure that everyone has the opportunity to contribute to our collective success, whatever their role. As a member of Wizards of the Coast, we help enrich a catalog of games...


  • Montréal, Canada International Air Transport Association (IATA) Full time

    Employment Type: Permanent Contract Duration: At IATA, we speak for the airlines of the world, serving and supporting over 300 of them across all continents. We are passionate and knowledgeable about the aviation industry, and we strive to make it safer, smarter, more sustainable and more inclusive. We celebrate diversity and inclusion in our workforce, and...


  • Montréal, Canada Electronic Arts Full time

    Pour visualiser la description de poste en français, veuillez sélectionner le français, "Select Language" dans le menu déroulant au haut de la page. We are EA—the world's largest video game publisher. You are probably familiar with many of our titles— EA Sports FC, Madden, NHL, F1, UFC, Apex Legends, The Sims, and Jedi: Fallen Order to name a few....


  • Montréal, Canada Cirque du Soleil Full time

    **Specialized Equipment Technician** Human Performance Service - On-Call Temporary Position_ We have a place for individuals with a distinct penchant for ensuring the smooth operation of our shows and events, for conceiving remarkable products, for putting their ingenuity at the service of their team, and for contributing to the enhancement of their...


  • Montréal, Canada Specialized Full time

    HR Business Partner, Canada Market - Are you _someone who gets energized when presented with complex problems_? _Do you thrive in ambiguous environments_?_ _Do you like developing high performing teams & organizations_? _Do you believe that cycling changes lives_? If you were able to answer “yes” to these questions, we want to talk to you!_ - We are...


  • Montréal, Canada IT Unlock Consulting Full time

    **Position: Specialized Analyst - PACS Servers** **Montreal, QC - Onsite 5 days** **Permanent** **Bilingual - French & English** **Role Description**: - We are looking for an Intermediate Level Specialized Analyst - PACS Servers to provide ongoing support for PACS project operations. This is a permanent position, and the work is done on-site full-time...


  • Montréal, Canada Intact Full time

    Who needs insurance? Everybody. That keeps us busy. Very busy. At the Intact Lab, we use machine learning, data science, software engineering, AI, agility, UX and design thinking to transform the customer experience for millions of Canadians. Join our team and get ready to explore, take risks, make mistakes, and learn all day, every day. We’ll support...


  • Montréal, Canada Le portage Full time

    Mother and child program - Little Burgundy Montreal - Permanent Full time **YOUR MISSION**: As a specialized educator, your mission is to support mothers and children in developing healthy lifestyle habits. Under the responsibility of the head of the department, your role is to help mothers build healthy bonds with their children, support parenting...

  • Service Delivery Lead

    6 months ago


    Montréal, Canada The Getch Full time

    **Role: Service Delivery Lead - End User Services** - **bIllingual (Multiple roles)** **Openings: 10+ hiring's** **Location: - Montreal, QC (Nearby client's Office )** **Model: - Hybrid** **Salary: - CAD 100K-120K/Month + Standard Benefits** **Skill: Advanced English and French** **Experience**: **Skills Required**: - 12-15 Years End user experience...

  • User Research Intern

    7 months ago


    Montréal, Canada Eidos-Montréal Full time

    **REPORTS TO**: USER RESEARCH MANAGER **WHAT YOU WILL DO**: - Participate in defining the objectives of each test with the development teams and the user researchers; - With the help of the other researchers, design research protocols based on the objectives; - Participate in the recruitment and management of participants before and after each test; -...

  • Specialized Analyst

    4 months ago


    Montréal, QC, Canada mackinnonandpartner Full time

    **Job description** - 30% Expertise and technological projects - Provides consulting services to customers (managers, project managers, physicians, users, etc.). Meet with customers, analyze their needs and advise them on available technological solutions and associated costs, if required. Plan the implementation of selected solutions, including appropriate...


  • Montréal, Canada CN Full time

    At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and...


  • Montréal, Canada Medisca Pharmaceutique Inc Full time

    Medisca is a global corporation with locations throughout North America, Australia, and Europe, that contributes to healthcare by leveraging strong partnerships that deliver customized solutions with an unwavering commitment to quality and innovation. Backed by 30+ years and a strong foundation in pharmaceutical compounding, Medisca is a business-to-business...


  • Montréal, QC, Canada Specialized Full time

    Représentant en Financement de Détail (Retail Finance Representative, French & English Speaking Required) - Êtes-vous prêt à combiner votre passion pour un mode de vie actif avec une carrière significative et multiforme dans l’industrie du cyclisme ? Chez Specialized, nos coéquipiers sont encouragés à explorer des rôles dans diverses fonctions...