OverviewThe Senior Manager, Member Solutions Team is a forward‑thinking, strategic leader responsible for enhancing the impact, reputation, and performance of one of the organization's key differentiators – the Member Solutions department – a virtual team that provides a full service experience remotely and with extended hours. This role balances an innovative mindset with a strong understanding of current performance to identify opportunities for improvement, amplify areas of success, and drive exceptional member experiences. The Senior Manager will empower and coach team members to foster ownership and accountability, and champion continuous improvement. Through strategic leadership and collaboration, the role evolves the department’s capabilities and strengthens its role as a core competitive advantage for the institution.ResponsibilitiesSales and Service: Lead disciplined, forward‑looking sales management using data and insights to understand results, forecast trends, and identify opportunities for growth and improvement.Coaching: Support and develop team members at all levels, including managers and MER/Senior MSTR roles, to build confidence, enable success, and foster a high‑performance mindset.Member Relationships: Strengthen end‑to‑end member experience and regularly engage with Members to understand needs and satisfaction.Digital & Multichannel: Champion adoption to meet members where they are and enable efficient, modern service experiences.Process & KPI Accountability: Engage the team in executing structured sales and service leadership processes that reinforce accountability and drive results across KPIs to meet annual targets.Needs Assessment & Solutions: Guide the team in uncovering member needs and delivering tailored advice across lending, investment, and deposit solutions.Credit Oversight: Maintain oversight of credit structuring and approvals,



ensuring decisions are member‑focused and risk‑appropriate.Strategic Leadership & GrowthIdentify opportunities to improve performance and scale strong results to enhance the Member Solutions Team’s contribution to organizational goals.Promote a culture of proactive outreach, deep relationship‑building, and consistent service excellence to differentiate the department.Drive cross‑functional collaboration to elevate member offerings, streamline processes, and strengthen enterprise alignment.Lead initiatives evolving digital and multichannel engagement aligned with changing member behaviours and expectations.Support ongoing change management, adaptability, innovation, and operational agility.Monitor market conditions and competitive activity to inform strategic decisions and anticipate future needs.Coaching & Team DevelopmentProvide frequent coaching, constructive feedback, and mentorship to empower employees to own their performance and development.Foster a collaborative, inclusive, motivated, and high‑performing team environment built on trust and accountability.Develop employees through goal setting, performance assessments, and career planning conversations that encourage growth and clarity of expectations.Lead with empathy and integrity, prioritizing health, safety, and well‑being.Inspire shared purpose by reinforcing how the team’s work differentiates the institution and strengthens member loyalty.Operational OversightUphold policies, procedures, compliance expectations, and internal controls to ensure operational integrity.Monitor credit quality and risk indicators, maintaining oversight and supporting sound decision‑making.Navigate unionized workforce dynamics where applicable, ensuring alignment with values and a respectful,



collaborative environment.Maintain day‑to‑day operations at excellence standards while pursuing improved efficiencies and service delivery.Required SkillsPost‑secondary degree or diploma in business or related fields or equivalent combination of education and industry experience.Proven ability to build and execute sales strategies with measurable, sustainable results, including pipeline management, forecasting, and performance analysis.Minimum 5 years of experience in financial services including credit sales with strong knowledge of mortgage and loan structuring, and investments.Strong planning and organizational capabilities with the ability to translate strategic goals into actionable plans.Effective leadership and coaching skills that empower people and elevate team performance.Experience in unionized environments and managing remote teams is an asset.Comprehensive knowledge of financial services operations, products, and member needs.Proactive, initiative‑driven approach to assessing business needs and leading strategic improvements.Exceptional communication and interpersonal abilities with the talent to influence and collaborate across teams.Solid understanding of enterprise risk, compliance, and regulatory requirements.Willingness to work extended hours as needed for business priorities, meetings, or community engagement.This position is primarily remote, with occasional requirements to visit the office in Stoney Creek, ON. This posting is for an existing vacancy. Salary Range: $93,677 to $128,806. Compensation for this role reflects a combination of skills, experience, and internal equity. Those whose experience more closely aligns with the role’s requirements may be placed higher within the salary range. You will learn more about FirstOntario Credit Union’s total rewards package during the interview process. Our inclusive work workplace welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.#J-18808-Ljbffr

📌 Senior Manager, Financial Member Solutions - C$93,677 - C$128,806 A Year (Toronto)
🏢 FirstOntario Credit Union
📍 Toronto