Operations Support Manager

Northern Credit Union•Kenora, ON

6d•CA$58,400 - CA$73,000

About The Position

Northern Credit Union is seeking an Operations Support Manager to play a key leadership role in advancing the operational and strategic priorities of the Operations Department. This position leads process improvement, operational product management, and cross-functional initiatives that enhance service delivery, operational efficiency, compliance, and organizational performance. The Operations Support Manager works collaboratively across the organization to identify opportunities to modernize operations, translates business needs into practical solutions, and oversees the lifecycle of assigned operational products and services. As Product Owner, the role establishes priorities, balances business, member, operational, and regulatory requirements, and ensures solutions deliver measurable value. The Operations Support Manager leads projects from planning through implementation, including business requirements gathering, testing, change management, training, and post-implementation evaluation. Using data, performance metrics, and stakeholder feedback, the role monitors outcomes, manages operational risks, and maintains procedures and governance documentation to support compliance and operational excellence. Success in this role requires building strong relationships with internal departments, vendors, and third-party service providers while providing leadership and guidance to the Operations team. The Operations Support Manager fosters a culture of accountability, collaboration, and continuous improvement to support the organization's strategic objectives.

Requirements

Minimum three years of progressive experience in project management, business analysis, process improvement, product management, or a related operational leadership role.
Post-secondary education in Business Administration, Commerce, Information Technology, Public Administration, or a related field, or an equivalent combination of education and experience.
Demonstrated experience evaluating business processes, gathering business and technical requirements, and implementing operational improvements.
Strong analytical, organizational, and project management skills, with the ability to manage multiple priorities and meet deadlines.
Excellent communication, collaboration, and relationship-building skills, with the ability to work effectively across all levels of the organization and with external partners.
Strong business acumen and sound decision-making skills, with a proactive approach to solving problems and driving results.
Experience preparing business requirements, operational procedures, reports, and technical documentation.
Knowledge of operational governance, risk management, compliance, and continuous improvement principles.

Nice To Haves

Experience in the financial services or credit union industry is considered an asset.
Experience working with systems such as ProLender, Central 1, FCT, DNA, or similar operational platforms is considered an asset.

Responsibilities

Lead process improvement, operational product management, and cross-functional initiatives.
Enhance service delivery, operational efficiency, compliance, and organizational performance.
Identify opportunities to modernize operations.
Translate business needs into practical solutions.
Oversee the lifecycle of assigned operational products and services.
Establish priorities as Product Owner, balancing business, member, operational, and regulatory requirements.
Ensure solutions deliver measurable value.
Lead projects from planning through implementation, including business requirements gathering, testing, change management, training, and post-implementation evaluation.
Monitor outcomes using data, performance metrics, and stakeholder feedback.
Manage operational risks.
Maintain procedures and governance documentation to support compliance and operational excellence.
Build strong relationships with internal departments, vendors, and third-party service providers.
Provide leadership and guidance to the Operations team.
Foster a culture of accountability, collaboration, and continuous improvement.