Requisition ID: 264411
The Operations Lead is responsible for the delivery and continuous improvement of the workplace experience. The job requires skills in service delivery, continuous improvement, community management; communication building to ensure employees and visitors are engaged and productive. Responsible for all activities conducted, following governance regulations, internal policies, and procedures, and that all learnings are cycled back for future implementations. supporting the overall success of the Operations Model by working collaboratively.
AccountabilitiesOnsite & Virtual Support
- Provide on-site support for employees
- Supporting all aspects virtually through the mastery of multiple platforms: MS Teams, Workplace, Scotiabank Live and Visitor Management System
- Managing and reporting on floor capacity through the use of centralized tools - OfficeSpace
Employee Experience
- Act as a central point of contact for employees at Scotiabank North as well as internal and external guests
- Co-create process flow and guidelines for receiving, evaluating and responding to all questions, complaints, suggestions and compliments.
- Understand, prioritize and articulate challenges and successes of operations and assist with solution development where necessary.
- Represent the operations and support to employees: Respond to emails sent to the Lead's inbox and/or moderate SharePoint site discussions. Deliver orientation for new employees to the building of all levels.
Employee Experience
- Understand, prioritize and articulate challenges and successes of the campus and residents; assist with solution development with Management where necessary.
- Overseas employee security access, locker and key database:
- Ensures up-to-date records of security access, keys and lockers are maintained.
- Promptly escalates any security issues or concerns to Security and manages the organization and input of information related to employee security access.
- Liaises regularly with building security and ensuring security access principles are adhered to.
Change Management & Continuous Improvement
- Support the Operational Model and provide input to employees and the leadership program team about opportunities for reinforcing change
- Develop and document processes and procedures for day-to-day operations.
- Embed continuous improvement approach. Co-create and execute feedback process to input initiators and ensure wider population are kept informed appropriately.
Event & Meeting Management
- Organize bookings and support for resident meetings, e.g., Town Halls and Social Committee events as required.
- Meeting Management: Ensure conference/meetings rooms in assigned space are maintained according to operational standards. Provide orientation to meeting room technology.
Visitor Experience
- Act as first point of contact for guests/visitors to the building/floor
- Co-create and deliver visitor welcome protocols.
- Organize and provide tours of the floor(s) to residents/visitors based on guidance provided by Management Team and Business partners.
Security: Maintaining records of keys / security credentials relating to premises and controlling access, responsible for submitting all onboarding/offboarding badge requests. Raise with security any suspicious activity.
Maintenance: Proactively coordinating with Building Services or Real Estate on issues with cleaning, HVAC, lighting etc. to ensure any operational, janitorial issues are resolved quickly
Supplies: Ensuring stationery/supplies are monitored and replenished
Correspondence/ Mail: Co-create process for mail distribution, accepting and/or signing for deliveries and arranging for courier service pickup; advising residents of delivery at reception desk
OHS Committee: Participate in the OHS committee to ensure the assigned floor has adequate Fire Wardens, First Aid Attendants and Health and Safety representatives.
Understand how the Bank's risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Scotiabank Code of Conduct.
Dimensions- Scotiabank North is a 17-floor campus located at Bay & Adelaide each floor has approximately 200-300 employees.
- Role requires a high level of independence and strong organization skills with excellent written and oral communication.
- We have an inclusive and collaborative working environment that encourages creativity and curiosity and celebrates success.
- Must be flexible and adaptable to manage multiple priorities and their own workload in a fast-paced environment
- You'll get to work with and learn from diverse industry leaders
- We hire you for your talent - not just a job - so you can grow with us. We'll equip you for success not only in your role, but also in your career as a whole
- Our virtual channel offers social events and learning opportunities, to share current experiences & promote wellbeing in our new remote environment
- Access thousands of online and in-person courses so you can hone your current skills, or learn new ones
Requirements- Undergraduate degree in Business Management, Operations
- 5 years' relevant working experience in leading a team within the financial industry
- Working ability to manage several priorities simultaneously
- Working knowledge of Bank accounting controls, organization and structure
- Knowledge of Business Continuity Planning and Compliance Reporting
- Thorough knowledge of Microsoft Office Suite applications, Power BI, OfficeSpace and Visitor Management Software
Working Conditions- Work in a standard office-based environment; non-standard hours are a common occurrence.
- There can be stress resulting from tight deadlines and critical service obligations and requirements.
- The position is primarily non-physical with intermittent periods of walking, sitting or standing.
- Intermittent periods of concentration are required while working on computers.
- Incumbent is required to move throughout the building as staff is located across multiple floors
- May be required to work from home on intermittent occasions
Location(s): Canada : Ontario : Toronto
