Assistant Manager, Outsourcing Operations

January 12, 2022

Job Description

There When It Matters for 175 YearsThis year, we are proud to celebrate our 175th anniversary. Since our founding in Quebec in 1846, we've been committed to improving the financial health of all of our clients. We are driven by the opportunity to help families thrive, communities grow and businesses succeed. As our roots have grown stronger than ever before, we are ready to lead the way for the next 175 years.Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the "Group" or the "Bank"). With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.Reporting to the Senior Manager, Outsourcing; the Assistant Manager, Outsourcing is responsible for a variety of functions in an effort to support various business lines within Digital Banking. While working closely with the Senior Manager, Outsourcing; the Assistant Manager will be accountable for employee engagement, distribution of work, closely monitoring all tasks and resources to ensure that service standards and productivity levels are met/exceeded for each business line. Responding to inquiries raised by internal and external stakeholders. The incumbent must comply with regulatory, legislative and industry standards.

Responsibilities

Manages the daily operations of the team.Oversees activities under their responsibility by including critical elements of quality control, productivity and stability follow-up, as well as security and integrity of all operations in their domain. Develops and maintains positive relationships with business partners and customers internal and external to Laurentian Bank of Canada. Plans, organizes, coordinates, and manages work and resources within assigned areas of responsibility to meet division, department, and organization goals.Assists in establishing strategic direction/goals for assigned shift in relation to the day shift for all departments involved.Resolving any issues that may arise and escalate as needed. Able to perform well in a high volume, high intensity environments Participates actively in the achievement of various projects and mandates that may have a significant impact on Laurentian Bank of Canada's profitability and efficiency.Support Laurentian Bank of Canada's transformation activities.Manages the employees under their responsibility in accordance with the legislation in effect and with Laurentian Bank of Canada's policies, programs, proceduresEvaluates employees' performance, ensures the development of their potential through coaching and training, and decisions regarding hiring and performance.Maintains knowledge of current legislation and the Bank's policies, programs and procedures and remains aware of market trends.Carries out any other similar or general task at the request of their superior or that may be required by their function.

Qualifications

Demonstrated ability in core and role specific competencies including: Adaptability, Teamwork, People Management, Problem Solving, Judgment, Decision Making and Results Orientation.Post-secondary degree or diploma in a business or related discipline and 5 - 8 years of related administration experience.3 to 5 years of demonstrated people management or other related experience is required for the role.Good understanding of the financial services industry, its independent distribution channels, and the regulatory environment.Strong written, verbal and presentation skills with the ability to effectively communicate with confidence.Strong organizational and analytical skills demonstrating the ability to think broadly and strategically without losing sight of the detailsDemonstrated planning, organizational, communication, presentation, and coaching skillsCustomer service oriented with the ability to set service standards and expectations for the team.Ability to deal with multiple priorities or demands under pressure.Proficiency with Microsoft Office applications (Word, Excel, PowerPoint and Outlook) is required. Bilingual (French/English) verbal and written communication skills are required.

Additional Information

Equity, Diversity & Inclusion:We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground. Accessibility:Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.PIPEDA:We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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