Senior Manager, Office Experience & Administration

Join a Challenger
Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform ( eqbank.ca ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.
Purpose of the Job
The Sr Manager provides leadership and development for the Office Experience & Administration team comprised of Office Experience, Records Management, Administration, Distribution & Reception.
Participates in the Leadership team of Office Experience and Facilities with the Senior Director and Manager of Facilities to provide strategic direction for the department.
Ensures Best in class customer service to internal and external customers.
Office Experience

• Support internal Events team and IDEA team (Inclusion, Diversity, Equity and Accessibility) events
• Collaborates with the Green Team to evolve the sustainability plan in office
• Food & beverage, catering, & daily lunch offerings.
• Meeting room & Porter services and building cleaning

Administration & Distribution Services

• Manage procurement of all supplies and services
• Engages the internal customers to continuously improve the service and processes
• Lead two mail room teams including bulk mail services

Physical Records Management

• Records management services and support for the company

Accountability

• Supervisor role on OHS Committee and day to day safety for the physical safety
• 3 Direct Reports and 9 indirect reports, 4 contracted staff
• Reporting directly to Senior Director, Office Experience & Facilities
• Manage the team budget and approvals
• This job set priorities and make decisions for Administration, Office Experience and Distribution The incumbent will ensure that all strategic and department goals are aligned with Company objectives and follow the mission and core values of the Bank. The incumbent must also be able maintain and balance increasingly rigorous timelines based on multiple projects by setting and attaining project goals from beginning to end and be highly collaborative with all departments to ensure seamless implementation.
• The position requires an individual who can conceptualize and execute a project from beginning to end and, with minimal oversight, define the business unit requirements to achieve the objective with an understanding of the impact that changes may have on other functional areas within the Company.

The Work

• Ensure that our Service Level Agreements (SLA) for processing time frames, money movements and reporting obligations are met and that we deliver on those expectations.
• Establish and maintain working relationships with internal support groups, other business units, suppliers, and clients. Accountable to mediate and resolve complaints or issues that arise within the department.
• Lead engagement, communication and compliance efforts required to support the program
• Works closely with the department’s staff to ensure that processes are effective and efficient, initiating and recommending process changes or system improvements as required.
• Manage the daily and periodic administration activities of the department, ensuring all the various processes are completed promptly and accurately.
• Supervise the daily activities and co-ordinate with other departments .
• 30% CUSTOMER SERVICE AND QUALITY ASSURANCE
• Establish and maintain relationships with the bank’s vendors and service providers.
• Establish and maintain a strong quality assurance process, making sure it is thorough, effective and is being followed by all administrative staff.
• Engage with the department staff on a regular basis and provide leadership, guidance and motivation, maintaining a strong department rapport/morale and a positive work environment.
• 20% RELATIONSHIP MANAGEMENT
• As the top value at EQB, a strong commitment to customer service is a must in this position
• Develop KPI’s, metrics and SLA’s for all aspects of the services – measuring for planning and improvements
• Maintain a solid understanding of our legal & regulatory obligations for our and our customer base and provide training.
• Drive operational effectiveness by measuring, monitoring and improving performance indicators on each project thereby increasing operational efficiencies
• 50% ADMINISTRATION AND MANAGEMENT
• Responsible for ensuring high customer service levels are maintained by ensuring administrative staff are fully trained and are promptly responding to incoming telephone calls, emails, and faxes, including complaint handling
• All training, new hire orientations, employee reviews, employee relations and staff hires/terminations

Let's Talk About You!

• Experience in managing complex projects and experience with vendor management
• Core Leadership Competencies
• Demonstrated experience managing projects through the entire life cycle
• Ability to lead/influence others to achieve goals
• Eight (8) years’ relevant management experience in administration, distribution, record and information management and corporate support services
• Experience documenting business process flowcharts
• Demonstrated ability to identify and implement creative business solutions
• Undergraduate degree in Business or Administration, or equivalent experience & education.
• Ability to manage multiple projects and meet deadlines
• Change leadership
• Experience in business continuity planning and emergency planning
• Highly developed verbal and written communication skills with the ability to respond in a clear, concise, and professional manner
• Strong leadership, development, interpersonal skills. Excellent verbal and written communication skills
• People Management: at least 8 years of experience
• At least 10 years’ leadership experience in the administration, operations, customer service
• Experience in creating and managing a budget
• This position is primarily in office with some travel to other offices where direct reports are located.
• Strong abilities in MS Office
• Experience working with partners and teams to define business requirements
• Strategic Leadership and performance management
• Demonstrated ability to work effectively and quickly gain credibility with stakeholders
• Experience with developing RFPs, leading, or participating in contract negotiations,
• Problem solving and decision making
• Strong client focused orientation
• Excellent time management, analytical and problem-solving skills
• Experience in developing and overseeing a project from conception to launch

What we offer [For full-time permanent roles]
💰 Competitive discretionary bonus
✨ Market leading RRSP match program
🩺 Medical, dental, vision, life, and disability benefits
📝 Employee Share Purchase Plan
👶🏽 Maternity/Parental top-up while you care for your little one
🏝 Generous vacation policy, personal days and even a moving day
🖥 Virtual events to connect with your fellow colleagues
🎓 Annual professional development allowance and a comprehensive Career Development program
💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We can’t wait to get to know you!