Int. Digital Operations Manager to ensure smooth digital operations and enhance efficiencies for our banking client- 68902-1

Duration: 12 months

Possibility of extension: Yes

Working Location: Hybrid (2 days in office/wk, flexible on days between Tues-Thurs)

Work Location: Downtown Toronto

Our client is seeking a 1-year contract for a highly skilled and motivated Manager, Digital Operations and Support to be a team lead by delivering exceptional business-as-usual (BAU) support while driving the optimization of current workflow processes. This role ensures smooth digital operations and enhances efficiencies across our platforms and environments.

The ideal candidate will have a strong background in management, digital platforms and applications, project management, and workflow tools/systems to ensure smooth and efficient functionality.

Must haves:

• 5-7+ years of experience in digital operations, support, or a related leadership role.
• Proven track record in process optimization and workflow management.
• Experience in managing digital platforms such as Contentful, AEM, or similar CMS tools.
• Previous experience in Finance or Banking or Asset Management

Nice to haves:

• Familiarity with Agile methodologies (Certified Scrum Master certification a plus).
• Knowledge of cloud solutions (AWS, Akamai) and their operational implications.
• Project management 1-2 years strong asset
• FinTech or MarCom operations
• Investment knowledge is a nice to have

Education and Experience

• Bachelor’s degree in Business, Digital Marketing, IT, or related field (Master’s preferred).

Operational Management

• Oversee and prioritize BAU tasks, ensuring timely execution and resolution of issues as they align with our SLAs.

• Manage the triage process for incoming support requests, assigning resources effectively based on impact and urgency.

• Collaborate with cross-functional teams to maintain high standards of operational performance.

Workflow Optimization

• Assess current workflows and identify areas for efficiency improvements, including automation, process re-engineering, and reporting.

• Develop and implement optimized standard operating procedures (SOPs) for digital operations and support expanding on what is already in place.

• Partner with teams to design scalable solutions that align with organizational goals.

Leadership and Team Development

• Provide leadership, guidance, and mentorship to a team of digital support specialists and support teams.

• Foster a culture of continuous improvement and collaboration.

• Champion employee development and ensure alignment with performance goals as part of the BMO Winning Culture.

Stakeholder Engagement

• Act as a primary point of contact for internal stakeholders, communicating priorities, updates, and recommendations.

• Develop strong partnerships with technology, marketing, and other business units to ensure alignment with organizational objectives.

Reporting and Analytics

• Establish and track key performance indicators (KPIs) for digital operations and support working within applications like WorkFront and Jira.

• Generate insights through data analysis to inform decision-making and strategic planning.

• Deliver periodic reports on the health of operational workflows and optimization efforts.

Interview Process:

First Round - 30min Teams meeting with HM + Senior Team members Second Round - 30min in person meeting with Senior Leadership

Interview format will consist of behavioral/situational and getting to know you type questions, possible case study, and technical assessments.