Senior Manager, Operations and Process Management

Fairstone Bank•Montreal, QC

2d•CA$95,000 - CA$115,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Certification in Lean Six Sigma or similar frameworks an asset

Responsibilities

Manage and maintain a defined group of operational processes, ensuring clarity in roles, inputs, outputs, and performance expectations.
Track key process metrics (KPIs), analyze trends, and report on performance to leadership. Identify root causes of inefficiencies or breakdowns.
Lead initiatives to optimize processes using Lean, Six Sigma, or other methodologies. Drive simplification, standardization, and scalability.
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.
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.
Work cross-functionally with teams in Operations, Technology, Finance, Compliance, and Customer Experience to align process improvements with business needs.
Ensure processes are well-documented, auditable, and compliant with internal policies and external regulations.
Support adoption of new processes and tools through training, communication, and stakeholder alignment.