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Digital Operations & Support Manager

Digital Operations & Support Manager

Intelliswift Software IncToronto, ON
6 days ago
Salary
CAD48.27 hourly
Job description

Job Title : Digital Operations & Support Manager

Location : Toronto, ON  M5X 1A1 (2 days in office / wk, flexible on days between Tues-Thurs)

Duration : 12 months

Contract Type : T4

Pay Rate : CA$48.27 / Hour

Project

  • A key member of our digital team, you will own the prioritization and triage of daily operational tasks, and act as a central point of coordination between stakeholders, and the whole digital team.
  • Your leadership and analytical skills will ensure continuous improvements and operational excellence as you work to identify opportunities to streamline processes.

Key Responsibilities :

Operational Management

  • Oversee and prioritize BAU tasks, ensuring timely execution and resolution of issues as they align with our SLAs.
  • Manage the triage process for incoming support requests, assigning resources effectively based on impact and urgency.
  • Collaborate with cross-functional teams to maintain high standards of operational performance.

    • Workflow Optimization

  • Assess current workflows and identify areas for efficiency improvements, including automation, process re-engineering, and reporting.
  • Develop and implement optimized standard operating procedures (SOPs) for digital operations and support expanding on what is already in place.
  • Partner with teams to design scalable solutions that align with organizational goals.

    • Leadership and Team Development

  • Provide leadership, guidance, and mentorship to a team of digital support specialists and support teams.
  • Foster a culture of continuous improvement and collaboration.
  • Champion employee development and ensure alignment with performance goals as part of the client Culture.

    • Stakeholder Engagement

  • Act as a primary point of contact for internal stakeholders, communicating priorities, updates, and recommendations.
  • Develop strong partnerships with technology, marketing, and other business units to ensure alignment with organizational objectives.

    • Reporting and Analytics

  • Establish and track key performance indicators (KPIs) for digital operations and support working within applications like WorkFront and Jira.
  • Generate insights through data analysis to inform decision-making and strategic planning.
  • Deliver periodic reports on the health of operational workflows and optimization efforts.

    • Qualifications

  • Bachelor’s degree in Business, Digital Marketing, IT, or related field (Master’s preferred).
  • 5-7+ years of experience in digital operations, support, or a related leadership role.
  • Proven track record in process optimization and workflow management.
  • Previous experience in Finance, Banking or Asset Management

    • Technical and Soft Skills

  • Strong analytical and problem-solving abilities.
  • Experience with workflow tools (Jira, Workfront), CMS platforms, and automation technologies.
  • Exceptional communication and interpersonal skills.
  • Adept at managing competing priorities in a fast-paced environment.
  • Advanced stakeholder management.
  • Data driven decision making and technically proficient.
  • Proven experience with both execution and deliverables.

    • Preferred Qualifications

  • Familiarity with Agile methodologies (Certified Scrum Master certification a plus).
  • Experience in managing digital platforms such as Contentful, AEM, or similar CMS tools.
  • Knowledge of cloud solutions (AWS, Akamai) and their operational implications.
  • Project management 1-2 years strong asset
  • FinTech or MarCom operations
  • Investment knowledge is a nice to have