Senior Manager, Operations & Client Experience Initiatives

Haventree Bank

30d

About The Position

Reporting to the Director, Operations, the Senior Manager, Operations & Client Experience Initiatives is responsible for delivering the best-in-class experience for Operational Teams, driving the transformation of internal business processes, and fostering innovative user experiences through technology and process excellence. This role demands creative thinking, a passion for innovation, and expertise in business process reengineering, all while maintaining a strong focus on customer experience.

Requirements

The position requires a university or an equivalent level of education and work experience.
Minimum 7-10 years’ experience in Financial Services Operations (including secured and unsecured lending, deposits) is an asset.
Experience working and learning new technologies, process improvement concepts, and changing business processes.
Ability to build and leverage relationships with cross-functional/external stakeholders to both gain understanding of business objectives and also to facilitate execution of strategic direction
Clear understanding of digital technology and consumer trends
In-depth knowledge of operational excellence methodologies, tools, and best practices.
Strong analytical and problem-solving skills to identify inefficiencies and develop effective solutions.
Ability to adapt to changing environments and manage multiple priorities simultaneously.
Excellent written and verbal communication skills to effectively convey ideas and influence, stakeholders at all levels of the organization., including strong presentation skills that can explain technical concepts for non-technical audiences
Demonstrated ability to lead a project team in both waterfall and/or agile environments

Nice To Haves

Professional certifications such as Lean Six Sigma (Black Belt or Master Black Belt), PMP (Project Management Professional), Agile or other relevant certifications can be highly beneficial

Responsibilities

Gain a comprehensive understanding of various departmental functions and identify opportunities to enhance efficiency and customer experience.
Evaluate ways to better align business processes, procedures, and information flow to meet both internal and external customer needs, with a focus on process integration, improvement, and eliminating non-value activities of process excellence / reengineering initiatives.
Critically assess and prioritize initiatives based on business impact analysis, cost-benefit analysis, feasibility, and timelines. Influence cross-functional teams to ensure prioritization is centered around customer experience and operational efficiencies.
Oversee the execution of projects from initiation to completion, ensuring successful delivery of vision. Coordinate cross-functional tasks and host sessions with technical resources, vendors, and management to ensure accurate project execution.
Provide informed recommendations on trade‑offs across scope, cost, risk, and timelines, supporting initiative progress and ensuring delivery remains aligned to value realization.
Regularly refine and adjust delivery plans to reflect detailed scope, effort, and priority as provided by project teams, senior management, and business transformation leads.
Develop key success metrics to be used for project success evaluation.
Prepare and present concise, decision‑oriented updates to Operations and Client Experience leadership, and as required to Steering Committees, covering progress, risks, issues, dependencies, financial impacts, and recommended actions.
Serve as the subject matter expert on the business (Operations and Customer Experience) and act as the bridge between cross-functional business units within the bank, as well as external partners e.g. vendors, contractors and customers to deliver excellent customer experience in an omni-channel environment across multiple products (deposits, secured and unsecured lending).
Engage with squads including Business Transformation Leaders, Developers, Testers, Scrum Masters, and Business Analysts. Drive timelines and ensure each iteration delivers expected outcomes by working closely with teams to define, design, review, and adapt features.
Recruit, develop and mentor a team that focuses on specific areas of operational excellence, providing support for individual groups of stakeholders.
Gain in-depth familiarity with Haventree Operations systems in identifying and addressing product and process gaps and generating new ideas to enhance user experience with the systems.
Understand the company’s goals, technical trends and the external competitive landscape.