Job DescriptionWhat is the opportunity?The Manager Process Owner is responsible to deliver strategic insights to Lines of Business and Partners, optimize and transform operational processes through Operation strategic initiatives with a risk mitigation mindset. You are responsible for the design, maintenance, and continuous improvement of business processes.
What will you do? - Work with LOB departments to understand the Line of business goals and develop new ideas to improve productivity and enhance the experience for clients and employees.
- Resolve problems and issues in a timely and effective manner, using data and analysis to identify root causes and implement solutions.
- Identify and assess potential risks to processes and develop and implement plans/controls to mitigate or manage them, ensuring the protection of the client experience.
- Underpinned by maintaining strong knowledge of Operations, technology systems and process mapping and controls to deliver an exceptional implementation and integrated client experience.
Process ownership:- Process Definition and Documentation: Define, document, and maintain the process, including its scope, objectives, and key performance indicators (KPIs).
- Process Improvement: Identify opportunities for process improvements and implement changes to increase efficiency, reduce waste, and enhance overall performance. Process Governance: Ensure that the process execution is in accordance with established policies, procedures, and standards, and all stakeholders are aware of their roles and responsibilities.
Strategic Thinking & Change Management:- Identify opportunities for efficiencies, including optimization and transformation through more effective use of enablers/ levers around AI and automation.
- Strategic operational advisor to line of business, with focus on E2E operational process and efficiency across the client life cycle.
- Develop change management training for Centers
- Underpinned by maintaining strong knowledge of Operations, technology systems and process mapping and controls to deliver an exceptional implementation and integrated client experience.
Collaboration & Partnering:- Primary contact between LOB and Operations groups for escalations and support of fulfilment teams within FSS/PTO/CMO/PPOC
- Provide LOB with advice and operational insights based on review of KPIs/data.
Operational Effectiveness/ Risk Mitigation:- Responsible for risk identification evaluation, continuous monitoring, effective controls, and escalation disciplines are in place to mitigate reputational, financial, and operational risk.
- Support IT on building test cases, validation and sign off on testing for new technology and enhancements.
Process monitoring& control: - Track and analyze process performance metrics, such as cycle time, throughput, and quality, to identify trends and areas for improvement. Monitor activities designed to prevent or mitigate the impact and/or the likelihood of an identified risks.
Process improvement design:- Identify areas for improvement and implement changes to increase efficiency, reduce costs, and enhance quality.
Transformation:
- Ability to review an E2E Process to identify and define issues, understand root causes of process failure, understand the impacts of process failure, and propose meaningful changes with a business case. Ability to prioritize improvement opportunities for greatest impact, based on continuous oversight of quality, escalations, and stakeholder feedback.
Regulatory:- Understand the regulations that impact the business processes, incorporate steps to ensure regulations are met, and maintain routines with LOB partners to have line of sight on future impacts
What do you need to succeed?Must-have:- 5+ years of experience
- Strong process mapping/documentation experience
- Risk identification and control design experience
- Stakeholder management across LOB and Operations teams
Nice-to-have:- Familiarity with AI/automation tools as improvement levers
- Change management training/certification
- Banking experience
What's in it for you?We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- Flexible work/life balance options
- Opportunities to do challenging work
- Opportunities to take on progressively greater accountabilities
- Access to a variety of job opportunities across business and geographies WMUS
Job SkillsAgile Methodology, Business Data Analysis, Business Process Modeling, Commercial Acumen, Communication, Critical Thinking, Decision Making, Group Problem Solving, Interpersonal Relationship Management, Requirements Analysis
Additional Job DetailsAddress:180 WELLINGTON ST W:TORONTO
City:Toronto
Country:Canada
Work hours/week:37.5
Employment Type:Full time
Platform:TECHNOLOGY AND OPERATIONS
Job Type:Regular
Pay Type:Salaried
Posted Date:2026-08-19
Application Deadline:2026-09-02
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
