Seeing beyond numbers TM
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3,000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within LBC Tech, a subsidiary of Laurentian Bank on the Deposit Operations / Investment Outsourcing Team. This includes planning and assigning work on a daily basis, while ensuring service standards are consistently achieved and/or exceeded. The incumbent ensures that all employees in the Deposits Operations / Investment Outsourcing team have the appropriate tools and technology required to do their job i.e always productive and efficient. Key accountabilities also include managing the day-to-day operations, coaching for success, managing resources, planning while ensuring the team is highly efficient

Responsibilities

\xc2\xba Provide leadership and a key resource for staff.
\xc2\xba Management of queues, peaks and valleys of all volumes.
\xc2\xba Keep staff motivated and engaged.
\xc2\xba Prepare and monitor staff\'s objectives and deliver monthly coaching sessions with all staff or as needed.
\xc2\xba Prepare and deliver semi-annual and annual performance reviews to staff.
\xc2\xba Work cross-functionally with other members of the management team to increase productivity, Quality and reduce risk.
\xc2\xba Manage relationships with your peers including both internal and external clients.
\xc2\xba Monitor and coach staff to ensure high quality administration service in compliance with the service level agreement standards for quality, quantity, and efficiency.
\xc2\xba Ensure superior customer service by meeting service standards related to follow-ups, escalations, and resolution of client calls.
\xc2\xba Compile and review team\'s metrics at an individual and at the team level - identify areas of improvement, and make recommendations to management, to promote efficiency and a higher standard of service within the department.
\xc2\xba Act as the key resource in the organization, carry out complex analysis and important controls that is required to meet regulatory and compliance polices/procedures.
\xc2\xba Work closely with various departments in the organization to assist with the preparing reference materials and job-aids to assist employees with learning new procedures.
\xc2\xba Keep abreast of new product promotions, organizational policies and procedures, industry
standards, the regulatory environment, as well as Revenue Canada legislation, and ensures compliance.
\xc2\xba Participate in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function

Qualifications

\xc2\xba University degree in a related field and/or 2 to 4 years of relevant experience or College degree with 3 to 5 years of supervisory and/or management experience within an operational environment, preferably with a Trust Company or Bank.
\xc2\xba In dept knowledge of the GIC products and procedures (Deposit Operations and or Investment Outsourcing)
\xc2\xba Understanding and management of systems used to manage GICs
\xc2\xba Work flexible hours to meet the demands of the work, including evenings and weekends
\xc2\xba Solid understanding of operational risk associated with business - ability to analyze and solve problems, identify solutions for cost effective improvements.
\xc2\xba Knowledge of and demonstrated ability in core competencies, including: detail orientation, organization skills, team work and adaptability in a changing/fast paced environment.
\xc2\xba Demonstrated organizational and time management skills.
\xc2\xba Strong verbal and written communications.
\xc2\xba Proven interpersonal, influencing and negotiation skills.
\xc2\xba Customer service oriented with the ability to set service standards and expectations for the team.
\xc2\xba Ability to deal with multiple priorities or demands simultaneously and professionally.
\xc2\xba Experienced to Computer literacy in Microsoft Office and Outlook.
\xc2\xba Bilingualism (English/French) is an asset

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
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