Senior Operations Specialist

We are currently seeking a Senior Operations Specialist to join our team.

The Senior Operations Specialist is responsible for ensuring all work is aligned with strategic priorities for all business lines; this includes the application and support of operational projects as well as supporting Agile squads when required. This position leads or acts as a key stakeholder for all Operational projects and demonstrates a strong track record of logical and critical thinking, with superior organizational skills and project management competencies.

Here’s what would be included as a part of your typical day

• Project Management : Leads or acts as a key stakeholder on project execution from design to development, harmonization and / or continuous improvements on branch operations policy and process initiatives that impact the member experience or branch performance. Participates in assigned corporate projects and provides subject matter expertise on matters related to Operations. Provides expertise and support to in development of a content management framework that supports FW’s strategic initiatives.
• Project Support : Leads and supports internal / Central 1 projects to address business needs and provide perspective; researches and collaborates with key stakeholders to implement front office facing projects. This includes elements such as a project plan, change checklist, as well as providing training, operational content, and communications to ensure effective execution of project deliverables.
• Operations : Acts as a subject matter expert for Operations items. Collaborates with the Operations, Risk, and Sales Effectiveness teams to ensure department policies, guidelines, processes, and procedures are developed, implemented, and audited in alignment with FW standards. Identifies areas of concern and recommends solutions to mitigate risk; works in conjunction with Risk Partners to address and remediate opportunities as identified.
• Risk Management : Responsible for the creation, investigation, and completion of decisions documents, decision records, business requirements, and project operational tasks. Ensures changes to operations policy, guideline, processes, and procedures are communicated to appropriate employees and key stakeholders and that the documents are compliant with legislative or regulatory requirements. Supports internal teams with appropriate advice related to business service and ensuring alignment with policies and procedures.
• Content Management Governance : Serves as primary back up to Operational Content Specialist. Supports the end-to-end content management process and annual review cycle as required. Assists with monitoring for adherence to established workflows and escalates in cases of non-conformity. Assists with the weekly update process and communicates to leadership as required. Provides support and direction to the Operational Content Specialist, Operational Content Coordinator and Technical Writer as needed.
• Agile : Provides support as a subject matter expert when required to Agile squads through Compliance and PGPP.

Required Skills, Experience & Qualifications