Senior Manager, Operational Effectiveness

HomeEquity Bank • Toronto, ON

14d • Hybrid

About The Position

The Senior Manager, Operational Effectiveness is accountable for driving measurable improvements in efficiency and risk outcomes across Adjudication & Mortgage Funding (and, where applicable, Servicing and Default Management), in alignment with the Bank’s Risk Appetite and strategic objectives. This role leads the execution of continuous improvement initiatives, enabling consistent, scalable, and well-controlled operations through lean methodology, operational excellence practices, and strong change management.
This role will be responsible for: Focus on process and policy enhancements, through stakeholder feedback, to gain adjudication & funding efficiencies. Implementing lean methodology to drive continuous improvement and enable a best-in-class customer, partner, and employee experience. For Communication strategy, own operational communications and stakeholder engagement to drive clarity of roles, handoffs, and accountabilities across Operations and Sales. Support effective change management and lead implementation of key initiatives and process improvements across Pre-funding including process pilots, readiness, training coordination, and post implementaion stabilization to ensure sustainable outcomes Oversee operational knowledge assets, including SOP inventory framework, process documentation standards and updates aligend with policy, system, and process changes via the Operations Sharepoint Hub Be an active participant in the Bank’s Automation & Digitization strategy, supporting operational innovation and change management. Develop and foster a strong relationship with Internal Controls, Fraud, Post-Funding (Mortgage Servicing, Client Relations and Default Management) to improve the E2E journey through Operations
The role is a key partner to the Operational functions, the Sales, Product Management, and Risk (Compliance, Credit Risk) related teams. The role will support cross-functional squads to optimize processes and be responsible for execution of key operational initiatives for the respective operation functions. To achieve operational excellence, the position requires a solid understanding of credit underwriting, mortgage subject matter expertise, operations, risk management, and regulatory compliance to effectively execute. This includes adherence of Pre-funding to the Bank’s policies and procedures and regulatory requirement in the day-to-day processes.
The role fosters a collaborative relationship with the Bank’s other departments within Operations, Sales and Marketing, Risk, Technology and Project Management. The role must lead by example and ensure healthy, effective relationships within the Bank with an overarching focus on maximizing Customer and Employee experience.

Requirements

• Bachelor’s degree in business administration, Finance, Operations Management, or related field.
• Progressive experience in mortgage operations, with demonstrated exposure to adjudication, funding and operational risk controls.
• Proven experience in implementing lean methodology and driving continuous improvement initiatives.
• Strong leadership and team management skills.
• Excellent analytical, problem-solving, and decision-making skills with the ability to work in a fast-paced environment.
• Exceptional communication and interpersonal skills.
• Key competencies include operational excellence, risk management, quality assurance, lean methodology, strategic thinking, and customer focus.

Nice To Haves

• Experience with Automation & Digitization in Banking or related educational equivalent is an asset.
• Past Branch Banking and or direct Customer experience is an asset

Responsibilities

• Solid understanding of key processes and policies from Adjudication through Default Management to improve operational processes and enhance overall efficiency.
• Lead and/or support execution of key operational initiatives; ensure timely and effective implementation.
• Strong collaboration with cross-functional teams to streamline operations and improve service delivery.
• Leverage Front to Bank Methodology to integrate front-end customer interactions with back-end process to improve Customer Experience to best in class.
• Implement lean methodology to drive continuous process improvement across all operational functions.
• Identify and eliminate waste, streamline processes, and enhance overall efficiency.
• Train and mentor team members on lean principles and practices.
• Create and manage operating models to provide credit and funding related deal support for sale inquiries, offering status updates.
• Support operational teams with process/systems for effective queue management.
• Foster a culture of continuous improvement, collaboration, inclusiveness and accountability.
• Develop and mentor team members, promoting professional growth and development.
• Strong stakeholder engagement to gather insights and feedback on operational processes; and effective communication strategy to communicate progress and outcomes of initiatives.

Benefits

• Extended health and dental benefits
• Employee & Family Assistance Program
• Employer-Matched Group Retirement Savings Plan
• Employee Share Investment Plan
• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
• Employee corporate discount for GoodLife Fitness

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees