Job Description

About this opportunity

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.

The Manager of Operations Support is accountable for the efficient and successful delivery of Retail support services for Meridian Credit Union and Motusbank Retail Operations. The Manager is responsible for delivering on our Service Level Agreement and service commitments with our Partners/Members. The Manager will have an in-depth knowledge and experience to support the many complex processes and support within Operations. They will engage in regulatory/compliance support, complex account management and general inquiries regarding Retail and Operations. The Manager will model Meridian For Good and provide a reliable and central point of contact to enable internal Delivery and Corporate partners. The Manager will work with Partners, to resolve escalations and Member Concerns in an urgent and efficient manner. The incumbent will provide leadership, direction, and development to employees by empowering performance and giving constructive one on one coaching. Process improvement and the provision of a high level of service to retail partners while retaining a team of highly engaged employees who continually strive to be Member Obsessed.

Key Responsibilities:

Management & Decision-Makin


Accountable for the delivery of exceptional service that builds trust through responsiveness, accuracy, consistency, and expertise at a high level of efficiency. Delivering within defined SLA. Develops a high performing, engaged, and flexible workforce within an exciting and fun environment. Encourages individual contribution at all levels and directs focus on service quality and operational excellence. Builds future capability/scalability, develops and implements policies and processes required to maximize efficiency and consistency across departments, while complying with organization standards, policies and practices. Fosters actions and behaviours that will drive superior business performance, reinforces Member focus, mitigates organizational risk, drives business unit process improvement Leads effective performance management processes, employee professional development plans, succession planning and coaching strategies for direct reports. Ensure that goals and objectives are set appropriately and develop succession planning to ensure continuity of service delivery and team development. Decision-making should show an ability to proactively identify the correct stakeholders, anticipate downstream impact, and work towards an enterprise solution that balances Member Experience, Risk, and Efficiency. Manage day to day incoming escalations Internal/External; Branch liaison/support, escalate to Director any escalations requiring further support. Key escalation point for day-to-day operations Strategic thought leader - challenging direct reports to create opportunities that are rooted in actionable insights. Ensures departments are structured appropriately to meet the evolving needs of the organization and the type of work that is being supported; building future capability within the team to ensure service quality is not compromised. Acts as a project lead involved implementation, execution, control and completion of specific projects.

Communication


Actively collaborates with partners, proactively identifies stakeholders, and regularly stays in contact with internal partners. Build and maintain productive working relationships with our vendors/service providers to exchange ideas, discuss industry trends, resolve concerns, drive change, and support strategic initiatives. Executes and translates vision, strategy and business requirements into clear, actionable goals for direct and indirect reports. Self-manages issues within the team but escalates with appropriate detail when warranted. Positive communication style that respects all parties and works towards common sense solutions that net benefit the organization.

Impact


Implement and monitor metrics, reporting and goals to ensure quality is maintained and/or enhanced, service quality improves, and productivity increases. Uncover ways to improve service level standards and key performance indicators. Assist with cross-functional projects varying in size and complexity - providing subject matter expertise and consultation. Deliver tangible and measurable operational efficiencies through reduction in errors, decreased cycle time, increased capacity, and/or improved throughput to support future growth. Utilize out of the box thinking to execute effectively and efficiently on new or existing products and services. Maintain standardized and accurate department processes while ensuring the necessary controls/documentation are in place to mitigate risk. Anticipates change and risk - demonstrates the ability to quickly prioritize work, effectively handle critical issues or competing priorities, and moves with agility from one task to another.

Audit & Compliance


The Manager is accountable for the regulatory processes in the department, ensuring that risks are mitigated, and compliance requirements are met. Apply an audit lens to new processes and policies, and act as a champion for these considerations at the initiative/project level where warranted. Accountable for quality assurance on transactions beyond efficiency metrics to contribute to a satisfactory risk level Exhibit a thorough understanding of the AML/ATF principles and Privacy Act

Knowledge, Skills, and Abilities:

Excellent communication/presentation and interpersonal skills. Ability to work independently with confidence. Strong commitment to Member experience. Willingness to work flexible hours, and train both on/off the job to improve general business and lending skills. Demonstrates a high capacity for increasingly complex workloads. Highly motivated self-starter with high energy and a very positive attitude A natural curiosity to investigate complex, ambiguous problems using multiple data sources and tools to come up with answers and recommendations. A strong business acumen and can translate insights into actionable recommendations that align with business objectives. Ability to work independently and in a team-oriented environment. Continuously innovates to achieve great results. Possess a strong attention to detail; be concise without comprising the facts Able to meet established schedules and deadlines on time and on budget. Results-oriented with excellent communication, analytical and strong multi-tasking skills. Demonstrated interest and experience in corporate responsibility, sustainability, environment, governance and social impact

Education, Designations, Training, and Experience:

An undergraduate degree with an economics, finance, or business focus is preferred. Five or more years progressive financial services experience required. Three or more years leadership experience required. Solid knowledge of the banking products and services, processes, systems, and applications Experience with Meridian's retail credit/investment policies and procedures would be an asset. Knowledge of process improvement principles and techniques is an asset. Demonstrated ability and creativity in developing and implementing department specific process improvement initiatives. Problem-solving experience in a fast-paced, deadline environment Experience/training in the development of reporting and analytics considered an asset Experience in conducting analysis and working with diverse data sets, both structured and unstructured.

Competencies:

Member Focus - Personally demonstrating that our Members are our highest priority. Proactive - Seize the initiative by anticipating needs and identifying opportunities to provide a higher level of service. Open Communication - Engaging in honest and transparent dialogue to develop mutual understanding, trust and cultivate deeper relationships. Business Savvy - Continuously acquiring the knowledge needed to do one's job to the fullest, using internal or external resources and applying the knowledge productively. Partner Orientation - Initiates opportunities for collaboration and maintains productive relationships to achieve shared goals. Integrity - Doing the right thing by always acting with openness, honesty and respect. Talent Developer: nurtures and supports direct reports, identifies strong team members, develops digital and analytical skills in direct reports Creates a Supportive and Positive Team Environment: creates and contributes to a positive team environment which encourages innovation, risk taking, and learning; speeds up team learning through sharing best practices; leverages the strengths and opportunities of the broader marketing team

Office Location:

75 Corporate Park Drive, St. Catharines.

This is a hybrid work opportunity.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of semi-monthly regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is important to us.



What's in it for you?


We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success! We provide you with the tools and technology needed to delight your candidates and clients! You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations. Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues. This is not your typical "corporate" job. We work hard and we have fun!

Who we are:

Meridian is Ontario's largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.



Find our story here: About Meridian

Experience the Difference!

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.



Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.



Please note that due to the volume of applications, only those under consideration will be contacted for an interview.



Thank you for your interest in Meridian Credit Union.



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