Operations Manager – Segments & Growth will be responsible for managing resolution of inquiries from branches and customer contact centre related to campaigns and special offers, and performing other operational tasks related to Customer Segment and Growth & Acquisition programs.

The Customer Segments and Growth team is responsible for defining, developing, and executing on cross functional customer centric strategies that drive personal banking acquisitions and enhance retention.

You will be required to work closely with Branch network, Virtual Connect, Operations, Customer Segment and Product Managers and other business partners to facilitate prompt and seamless resolution of campaign-related inquiries, including providing subject matter guidance, assisting with escalations, maintaining operational reporting and materials/documentation. You will also have an prospect to propose and implement process optimization initiatives with the goal to streamline and accelerate resolution of campaign inquiries and improve customer experience.

Role Responsibilities Include (but are not limited to):




Execute on and resolve branch and Virtual Connect inquiries and escalations related to customer campaigns and offers
Develop and maintain operational dashboards and update monthly metrics and management reporting
Maintain process documentation
Propose and implement process optimization initiatives

Must-Have Skills:
5 years Retail banking experience in areas such as Product, Operations, Process Management, Branch Banking or Customer Service
Understanding of retail banking products and business processes
Bachelor’s Degree
Solid attention to detail
Ability to prioritize and manage multiple assignments simultaneously
Solid risk and control mindset, proactively identifying and escalating potential issues
Proficient user of MS Office

Nice to Have Skills:
Process optimization and automation experience is an asset
Team oriented, adaptable, collaborative
Results oriented, driven and self-motivated with a commitment to excellence

📌 Operations Manager Toronto
🏢 Insight Global
📍 Toronto