Manager, Process Management

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Manager, Process Management

For 30 years, we’ve been on a mission to change banking for good. We challenge the traditional bank stereotype, fostering a culture where innovation thrives and bold ideas are celebrated.

We’re driven by what’s possible, leveraging the power of data and technology to empower innovative solutions, inspire one another to dream boldly, and take transformative ownership of decisions and outcomes that directly impact millions of Canadians. Every challenge is an opportunity to lead from the front, working together toward a shared vision that extends far beyond banking.

We balance high-performance with investment in your long-term success, ensuring you have the support you need to do your best work. Here, you’ll take full accountability for your path, upskilling through hands‑on experience and mentorship, to turn your curiosity into a career built on your own terms.

Are you ready to redefine what’s next?

Process Managers love solving problems and making things better. Our Process Managers are deployed across all areas of the business - Fraud, Customer Service, Customer Resiliency, Customer Acquisitions, Payments and more - and have a huge impact on ensuring we are consistently keeping our customer promises and solving complex problems to help make us more efficient. You’re guaranteed to be part of a smart, talented team of people responsible for creating and enhancing processes that aim to deliver excellence to your customers in every interaction.

• Lead and inspire a small team to achieve excellence in process performance and continuous growth, while directly owning critical business processes to drive improvements, manage risk, and continuously evaluate the effectiveness of our controls.

• Analyze process health using KPIs and data, translating complex findings into compelling narratives to influence senior leaders and drive actionable risk mitigation strategies.

• Apply a robust, data-driven problem-solving approach to identify the root cause of complex issues, process breakdowns and continually enhance operational effectiveness to mitigate risk.

• Lead stakeholder engagement efforts and utilize exceptional communication, teamwork, and influence skills to partner effectively with product, analytics, data, and compliance teams, fostering team alignment and driving process success.
  
  Conduct and support regular risk governance activities on monthly, quarterly and annual cadence, including process level risk assessments, control assessments and testing, issue and event management and audits

• Manage Business Continuity Planning for applicable processes

• Engage in strategic planning, demonstrating the ability to set a vision, chart a path and execute with high impact

Basic Qualifications:

• At least 5 years of experience working in process management, risk management, continuous improvement or project management roles.

• At least 5 years of experience working in a cross-functional environment, ensuring stakeholder expectations are managed effectively.

• At least 3 years of experience leading a team

• At least 1 year of hands‑on experience using SQL for data querying, analysis, and reporting.

Preferred Qualifications:

• Experience using Lean Six Sigma tools & methodology

• Experience working in the Financial Industry

• Experience working in an Agile workplace environment

You’ll be empowered to take end-to-end ownership of your work and your career, backed by a high-performance, hybrid culture and holistic suite of benefits designed to support your whole self.

• Take ownership of your own potential:

  Whether you’re looking to upskill, pivot into new business areas, or master…