Manager, Internal Help desk

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden Park and Fig. Together, we are the leading alternative lending bank in Canada.

We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Join Fairstone as a Branch Support Representative, reporting to Sr manager, Credit and Customer Engagement, and be part of our talented and growing team! The Manager, Symphony Branch Support (SBS), is responsible for leading a team of support specialists dedicated to providing operational and technical support to Fairstone branches and business partners across Canada. The role ensures timely incident resolution, exceptional customer service, operational excellence, and continuous improvement of the Symphony platform and related business processes.

Working closely with Technology, Operations, Credit, Retail Financing, Finance, and other business partners, the Manager is accountable for service delivery, employee development, stakeholder engagement, and the execution of strategic initiatives that support Fairstone's operational objectives.

Lead, coach, motivate, and develop a team of Symphony Branch Support Representatives. Establish performance expectations and monitor individual and team results. Conduct regular coaching sessions, quality reviews, performance evaluations, and career development discussions. Foster a customer-focused, collaborative, and accountable team culture. Identify training and development opportunities to strengthen technical and operational expertise. Participate in recruitment, onboarding, succession planning, and workforce management activities.

Manage the day-to-day operations of the SBS team, ensuring consistent support coverage across all communication channels. Monitor and manage departmental KPIs, including Service Level, Abandon Rate, Customer Satisfaction (CSAT), Productivity, Quality Assurance, and Ticket Resolution performance. Ensure timely resolution of incidents, defects, escalations, and system-related issues impacting branch operations. Oversee workload distribution and prioritization to ensure service commitments are achieved. Review operational trends and implement corrective actions when service objectives are not being met.

Act as the escalation point for complex customer, branch, merchant, and internal partner issues.

Provide leadership and oversight for Incident Management, Change Management, and Problem Management processes. Collaborate with Technology teams to identify root causes and develop sustainable solutions to recurring issues. Ensure defects, enhancements, and production issues are properly documented, prioritized, and tracked through resolution. Oversee testing and validation activities associated with new system functionality and application enhancements. Ensure proper documentation and maintenance of Service Now…