About the RoleAs the
Manager, Operations Services, you will play a key role in supporting operational excellence across the organization. Reporting to the AVP, Operations, you will work closely with field and head office teams to develop, implement, and enhance programs, policies, and processes that drive efficiency, consistency, and create a positive experience for both clients and tax professionals.
In this role, you will provide operational leadership, support the development of field leaders, and use data-driven insights to monitor program effectiveness and identify opportunities for improvement. You will also lead communication and training initiatives that help ensure field teams have the tools, resources, and knowledge needed to succeed.
The successful candidate is a collaborative leader who thrives in a fast-paced environment, demonstrates strong business acumen, and embraces a collaborative mindset.
Key Areas of Responsibilities- Partner with field and head office stakeholders to support the implementation of operational strategies, programs, policies, and procedures.
- Provide leadership, coaching, training, and ongoing support to District Managers and District Operations Coordinators across Canada.
- Develop and deliver training, communications, and resources that enable successful program execution at our Field Tax Offices.
- Monitor operational performance and key initiatives, providing recommendations to improve efficiency and effectiveness.
- Analyze key performance indicators and operational data to identify trends, opportunities, and areas for improvement.
- Present operational updates, program results, and recommendations to field teams and leadership groups.
- Manage and maintain SharePoint sites and information repositories to ensure field teams have access to current resources and communications.
- Leverage technology, including AI tools, to enhance productivity, streamline processes, and improve operational outcomes.
- Utilize reporting tools, including Power BI, to measure program success and support data-driven decision making.
- Foster positive working relationships across teams and contribute to a collaborative and inclusive workplace culture.
Required Qualifications- Bachelor's degree in Business, Operations Management, or a related field, or an equivalent combination of education and experience.
- Minimum five years of experience in operations management, business operations, or a related role.
- Experience developing and delivering training, communications, and operational initiatives.
- Experience analyzing performance metrics and utilizing data to drive business decisions.
- Familiarity with H&R Block programs, policies, and procedures is considered an asset.
Preferred Qualifications- Strong leadership, coaching, and relationship-building skills.
- Exceptional verbal, written, and presentation communication skills.
- Ability to simplify complex programs, processes, and information into clear, practical guidance.
- Strong organizational and project management skills with the ability to manage multiple priorities.
- Proven problem-solving and decision-making abilities.
- High attention to detail and commitment to delivering quality work.
- Ability to work independently while collaborating effectively with diverse stakeholders.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, SharePoint, and OneDrive is essential.
- Experience working with Power BI and AI-enabled productivity tools.
- French language skills are considered an asset.
