Senior Manager, Operations II

Job Summary

Job Description

What is the opportunity?

This primary purpose of this position within Wealth Management Operations (WMCO) is to lead the Middle Office team supporting the Direct Investing line of business.

The Middle Office team is responsible for supporting time sensitive, complex and / or highly specialized service requests from Investment Service Representatives and other Direct Investing front office teams.

The successful candidate will provide work direction to the Middle Office Management team and experienced Middle Office Associates to deliver enhanced customer service, process improvements, and complex problem resolution to ensure a positive experience for front office teams and end-clients.

What will you do?

• Lead and manage the department to ensure overall performance meets or exceeds the established industry and company standards for service levels and professionalism in support of the Direct Investing and PH&N Investment Counsel business.
• Serve as a principal source for decision making, leveraging product knowledge and experience, while exercising proper judgment in resolution of issues escalated by front office teams or business partners.
• Oversee delivery of Middle Office service functions including accuracy and completeness of client transaction and registered product administration activities, as well as ensuring risk mitigation and regulatory adherence are maintained.
• Provide training, coaching, recognition, and development for the department members, fostering teamwork and planning for succession.
• Understand and stay abreast of regulatory and organizational risks associated with Middle Office processes.
• Participate in training and information sessions for front office teams with focus on best practices and effectiveness around key business processes.
• Participates in operations, business and / or industry projects or initiatives providing process design, expert product knowledge, technical expertise, and problem solving.
• Review, design, and implement new processes and procedures to increase department efficiency, reduce manage cost and risk, or enrich service delivery capabilities.
• Manage department budget, financial forecasts, staffing models and department metric tracking.

What do you need to succeed?

Must-have

• 4-year undergraduate degree OR High school diploma or equivalent AND 5+ years of securities, banking, technology and / or job specific industry experience
• 5+ years demonstrated and sound experience leading and managing a team
• Exceptional ability to work effectively in situations involving rapid change, shifting priorities, and / or simultaneous demands
• Advanced problem identification, analytical and resolution skills required to support escalated issue resolution and / or oversight requirements associated with exception-based complex processes
• Demonstrated aptitude in building, directing and leading individuals and teams
• Excellent verbal and written communication, presentation, and interpersonal skills

Nice-to-have

• Advanced knowledge related to Direct Investing business line, including business strategy and technology
• 4-year degree from an accredited university in business, finance or related field
• Canadian Securities Course (recommended)

What's in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper.

We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Leaders who support your development through coaching and managing opportunities
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team
• Flexible work / life balance options
• Opportunities to do challenging work
• Opportunities to take on progressively greater accountabilities
• Access to a variety of job opportunities across business

Job Skills

Adaptability, Crisis Management, Decision Making, Delegating Tasks, Group Problem Solving, Interpersonal Relationship Management, Long Term Planning, Operational Delivery, Process Improvements, Time Management