Senior Manager, Operations & Client Experience Initiatives

Haventree Bank is a private Canadian Schedule 1 bank specializing in alternative mortgage programs and insured GIC deposits. We help hardworking Canadians from coast-to-coast achieve homeownership by offering flexible mortgage solutions. Our insured GIC deposits offer competitive rates and are available through a variety of wealth management platforms.

About Haventree Bank

Headquartered in Toronto Ontario Haventree Bank (Haventree) is a mission driven alternative mortgage lender. The name Haventree is representative of the banks mission to help its customers find a place of refuge and to lay down new roots for the future. Haventree exists to be a catalyst of financial security and upward mobility for Canadians who are underserved by the traditional financial system.

Position Summary:

Reporting to the Director Operations the Senior Manager Operations & Client Experience Initiatives is responsible for delivering the best-in-class experience for Operational Teams driving the transformation of internal business processes and fostering innovative user experiences through technology and process excellence. This role demands creative thinking a passion for innovation and expertise in business process reengineering all while maintaining a strong focus on customer experience.

Major Duties & Responsibilities:

• Gain a comprehensive understanding of various departmental functions and identify opportunities to enhance efficiency and customer experience. Evaluate ways to better align business processes procedures and information flow to meet both internal and external customer needs with a focus on process integration improvement and eliminating non-value activities
• of process excellence / reengineering initiatives.
• Critically assess and prioritize initiatives based on business impact analysis cost-benefit analysis feasibility and timelines. Influence cross-functional teams to ensure prioritization is centered around customer experience and operational efficiencies.
• Oversee the execution of projects from initiation to completion ensuring successful delivery of vision. Coordinate cross-functional tasks and host sessions with technical resources vendors and management to ensure accurate project execution.
• Provide informed recommendations on tradeâoffs across scope cost risk and timelines supporting initiative progress and ensuring delivery remains aligned to value realization.
• Regularly refine and adjust delivery plans to reflect detailed scope effort and priority as provided by project teams senior management and business transformation leads.
• Develop key success metrics to be used for project success evaluation.
• Prepare and present concise decisionâoriented updates to Operations and Client Experience leadership and as required to Steering Committees covering progress risks issues dependencies financial impacts and recommended actions.
• Serve as the subject matter expert on the business (Operations and Customer Experience) and act as the bridge between cross-functional business units within the bank as well as external partners e.g. vendors contractors and customers to deliver excellent customer experience in an omni-channel environment across multiple products (deposits secured and unsecured lending).

• Engage with squads including Business Transformation Leaders Developers Testers Scrum Masters and Business Analysts. Drive timelines and ensure each iteration delivers expected outcomes by working closely with teams to define design review and adapt features.
• Recruit develop and mentor a team that focuses on specific areas of operational excellence providing support for individual groups of stakeholders.
• Gain in-depth familiarity with Haventree Operations systems in identifying and addressing product and process gaps and generating new ideas to enhance user experience with the systems.
• Understand the companys goals technical trends and the external competitive landscape.

Qualifications & Experience:

Degrees Diplomas & Certifications:

• The position requires a university or an equivalent level of education and work experience.

Years and Range of Experience Required to Perform the Job:

• Minimum 7-10 years experience in Financial Services Operations (including secured and unsecured lending deposits) is an asset.
• Experience working and learning new technologies process improvement concepts and changing business processes.
• Ability to build and leverage relationships with cross-functional/external stakeholders to both gain understanding of business objectives and also to facilitate execution of strategic direction
• Clear understanding of digital technology and consumer trends
• In-depth knowledge of operational excellence methodologies tools and best practices.
• Strong analytical and problem-solving skills to identify inefficiencies and develop effective solutions.
• Ability to adapt to changing environments and manage multiple priorities simultaneously.
• Excellent written and verbal communication skills to effectively convey ideas and influence stakeholders at all levels of the organization. including strong presentation skills that can explain technical concepts for non-technical audiences
• Demonstrated ability to lead a project team in both waterfall and/or agile environments
• Professional certifications such as Lean Six Sigma (Black Belt or Master Black Belt) PMP (Project Management Professional) Agile or other relevant certifications can be highly beneficial

While we thank everyone for their interest in Haventree Bank please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation we will work with you to meet your needs.

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Required Experience:

Senior Manager