Director, Business Applications Support (CLICS)

We are banking at another level.

Choosing BDC as your employer means working in a healthy inclusive and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions a Defined Benefit Pension Plan a $750 wellness and health care spending account to name a few

• In addition to paid vacation each year five personal days sick days as necessary and our offices are closed from December 25 to January 1

• A hybrid work model that truly balances work and personal life

• Opportunities for learning training and development and much more...

Explore the BDC Way in our Culture Book

POSITION OVERVIEW

The Director Business Applications Support ensures the performance reliability and evolution of the organizations business application ecosystem. He or she leverages the teams expertise to deliver highquality operational support optimize processes and enhance the user experience.

Acting as a strategic bridge between business lines and IT the incumbent adopts a forwardlooking approach guided by a vision of continuous modernization innovation and proactive improvement of application solutions. He or she ensures that business applications evolve in a coherent and integrated manner providing a seamless and harmonized user experience that supports operational efficiency and productivity across the organization.

Exercising influential leadership the Director is responsible for advancing the organizations maturity toward a datadriven automated and valuefocused model positioning the team as a key enabler that catalyzes innovation continuous transformation and sustained alignment with organizational objectives.

CHALLENGES TO BE MET

Strategy Vision and Governance :

• Define and communicate a clear strategic vision for application support and the evolution of the teams mandate aligning priorities with business objectives.

• Adopt an integrated approach to the use of applications within Operations business processes maintaining uptodate knowledge bases (BDCpedia) and support mechanisms.

• Define the mission establish effective governance and ensure alignment with IT product owners and stakeholders to guarantee consistency and synergy in application support.

• Influence the roadmap using incident data and foster a culture of continuous improvement.

• Strengthen integration with IT/development (sharing recurring pain points participating in prioritization) and where appropriate assess closer alignment between Operations and IT.

Operational Management and Incident Handling :

• Oversee ticket triage prioritization and assignment using intelligent and automated triage (criteria decision trees autocategorization/routing in ServiceNow).

• Ensure smooth escalation endtoend resolution and ownership of major Production incidents including regular communications with stakeholders and the COO.

• Ensure release stability operational continuity and establish contingency plans (vacations major incidents).

Processes Knowledge and Tools :

• Clarify document and formalize roles and responsibilities (R&R) update SOPs redesign the incident management process and build a centralized accessible knowledge base via ServiceNow/BDCpedia.

• Inventory workarounds and leverage advanced ServiceNow capabilities (standardized workflows automation proactive notifications and AI enablement where appropriate).

• Deploy shared KPIs and operational dashboards for realtime management: workload balancing bottleneck detection and decision support.

• Maintain BDCpedia and adapt the knowledge base to sales practices the risk framework and the needs of frontline teams.

People Development and User Communication :

• Increase firstlevel support capacity through targeted training and the development of a specialist pool; structure onboarding and succession planning.

• Ensure adequate functional and technical expertise for application support maintenance development and customization.

• Proactively inform users of progress clarify the teams mandate and preferred channels (selfservice portal routing to the service desk for inbound calls) and promote talent versatility within the team.

WHAT WE ARE LOOKING FOR

• Bachelors degree in Business Administration Operations Compliance or a related field.

• 8 to 10 years of progressive experience in sales operations management or business support leadership roles.

• Strong understanding of sales the CLICS system and related applications.

• Proven expertise in incident management and continuous improvement with experience in complex multiapplication environments.

• Indepth understanding of IT functions; strong proficiency with ServiceNow and Microsoft 365 platforms including Dynamics 365 (an asset).

• Inspiring leadership strong crossfunctional influence and stakeholder management skills.

• Strong analytical and anticipatory skills customercentric mindset and excellent problemsolving abilities.

• Bilingualism in French and English required.

Proudly one of Canadas Top 100 Employers and one of Canadas Best Diversity Employers we are committed to fostering a diverse equitable inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application please do not hesitate to contact us at .

While we appreciate all applications we advise that only the candidates selected to participate in the recruitment process will be contacted.