Operations Manager (Financial Services)

Job description

Position Description:

We are looking for an inspiring, energetic and dynamic Manager Consulting Delivery to join our team. The Manager Consulting Delivery will lead a team, business process improvement projects and operational initiatives that enable efficient day-to-day operations. The successful candidate will be responsible for the daily operations of our administrative functions related to client account servicing of registered and investment products, wire order settlement, and private wealth administration.

Your future duties and responsibilities:

Job Summary
We are looking for an inspiring, energetic and dynamic Manager Consulting Delivery to join our team. The Manager Consulting Delivery will lead a team, business process improvement projects and operational initiatives that enable efficient day-to-day operations. The successful candidate will be responsible for the daily operations of our administrative functions related to client account servicing of registered and investment products, wire order settlement, and private wealth administration.

Job Responsibilities
Be a Hands-on Subject Matter Expert

. Actively engage in service delivery by performing similar transactions as consultants, ensuring a deep understanding of processes and challenges.
. Lead by example, demonstrating best practices in quality, accuracy, and efficiency while handling transactions.
. Provide direct operational support during peak periods, escalations, and complex cases.

Drive Performance and Team Development

. Manage teams of operation leads and consultants, ensuring they achieve their developmental and performance goals.
. Provide real-time coaching and hands-on support, guiding the team through challenges with direct involvement.
. Monitor and improve team performance by setting clear KPIs and exceeding quality and productivity targets.
. Initiate cross-training for job enrichment, efficiency gains, and career progression.

Identify and Implement Continuous Improvement Initiatives

. Proactively identify process inefficiencies by actively participating in transactions and working closely with the team.
. Collaborate with internal business partners to implement operational improvements that enhance efficiency and accuracy.
. Stay up to date with policy and procedural changes, ensuring smooth adoption and compliance within the team.
. Develop and roll out new procedures for new products and services.

Ensure Effective Service Delivery and Client Satisfaction

. Apply business knowledge to directly resolve escalated and time-sensitive issues, ensuring seamless client experiences.
. Manage workflow and resource allocation to maintain service levels and optimal efficiency.
. Lead and support business process improvement initiatives within Client Solutions, contributing expertise to broader corporate projects.

Grow and Strengthen the Team

. Take an active role in recruiting, hiring, and mentoring new team members.
. Support the development of quality assurance programs and performance analytics to track service improvements.
. Foster a culture of accountability, problem-solving, and continuous learning within the team.

Leverage Data-Driven Insights

. Manage a team responsible for Quality Development and Reporting within Back Office Operations.
. Ensure effective capture and utilization of data to enhance decision-making and optimize processes.
. Develop, track, and report on KPIs, providing clear visibility into operational performance and project outcomes.

Collaborate Across the Organization

. Build strong relationships with internal stakeholders to align service delivery with business goals.
. Work cross-functionally to support the Service Enablement mandate and drive organizational success.
. Partner with the Director, Service Enablement to continuously refine business process improvement strategies.

Qualifications

. Work Experience: At least 3 to 10 years as a Manager, Service Delivery Manager, or in an equivalent leadership role. Minimum of 2 years in Banking/Financial Services Operations in a managerial capacity, with expertise in areas such as front-office advisor support, back-office account management, investment fund record-keeping, portfolio accounting, financial statements, corporate actions, order management, trade support, investment accounting, performance assessment, and reporting. Experience in both Wealth Management and Banking is a plus.
. Educational Background: Bachelor's degree in Financial Management, Marketing, Business Management, Information Technology, or a related field, or equivalent work experience in IT operations.
. Technical Proficiency: Strong data analysis skills, experience utilizing KPIs for decision-making, proficiency in Microsoft Office (Word, Excel, PowerPoint, Access), and ability to lead process improvements and cross-departmental collaborations.
. Soft Skills: Exceptional communication and stakeholder management skills, strategic thinking, ability to work under pressure, hands-on problem-solving approach, and a strong drive for career growth and continuous learning.

Career Experience

. Team Leadership in Operations – Experience managing operations teams, focusing on productivity, quality, and the achievement of individual and team goals.
. Performance Coaching – Background in providing ongoing coaching and feedback to team members, with a focus on achieving developmental goals and improving service quality.
. Process Improvement Initiatives – Proven track record of identifying, recommending, and implementing process optimizations and efficiencies to enhance team performance and productivity.
. Cross-Training and Job Enrichment – Experience initiating and managing cross-training programs to diversify skills, support career progression, and create a more agile team.
. Collaboration with Business Partners – History of working closely with internal partners to refine business processes and improve collaboration across departments.
. Development and Monitoring of KPIs – Experience defining, tracking, and analyzing key performance indicators (KPIs) to measure team success and identify areas for improvement.
. Client Solutions and Service Excellence – Demonstrated commitment to creating excellent client experiences, resolving escalated issues, and improving overall service delivery.
. Project and Initiative Leadership – Participation in or leadership of cross-departmental projects, especially those focused on service enablement, process improvement, or operational excellence.
. Recruitment and Talent Development – Experience in recruiting, hiring, and onboarding team members to ensure effective team resourcing and support for business growth.
. Quality Control and Data-Driven Decision-Making – Hands-on experience managing quality assurance functions, using data insights to refine processes, and making informed decisions that drive team and organizational success.

Skills

. Leadership and Team Management – Skilled in managing and developing teams, including goal setting, performance evaluation, and fostering professional growth through coaching and cross-training.
. Coaching and Mentorship – Ability to provide regular, constructive feedback and tailored coaching to support team members' career development and performance improvement.
. Performance Management – Experience in managing and tracking performance metrics, quality, and productivity to consistently exceed targets and optimize team output.
. Process Improvement and Change Management – Strong skills in identifying, implementing, and driving operational improvements in a collaborative manner.
. Project Management – Ability to manage projects within Client Solutions, providing support for business process initiatives and representing the team in corporate initiatives.
. Client-Focused Mindset – Dedication to creating smooth, positive client experiences and effectively resolving escalated issues with a service-oriented approach.
. Analytical and Data-Driven Decision-Making – Proficiency in capturing, analyzing, and using data to drive informed decision-making, process improvement, and strategic planning.
. Stakeholder Management and Collaboration – Strong relationship-building skills to work effectively with cross-functional teams, ensuring alignment on business objectives and service standards.
. KPI Development and Reporting – Experience in defining, tracking, and reporting KPIs that provide visibility into operational performance and support strategic initiatives.
. Recruiting and Talent Development – Ability to recruit, onboard, and develop team members to meet current and future business needs, ensuring a strong, adaptable team.

Other Expectations

. Training & Compliance: Must pass CIFOC training assessment and adhere to all quality standards and engagement/company policies. Promptly corrects any quality deficiencies within their function.
. Schedule & Attendance: Complies with assigned shift schedules, including start time, end time, breaks, and rest days. Adheres to leave filing policies and ensures attendance at all required engagement- and company-related meetings. Must be amenable to work on a shifting schedule (night shift).
. Work Environment & Travel: Required to be in the office during assigned shifts and must be ready to travel as needed.
. Flexibility & Adaptability: Must be highly adaptable to changes, work well under pressure, and collaborate effectively with teams across the organization.

Required qualifications to be successful in this role:

Qualifications

Work Experience: At least 2–3 years’ experience as Senior Team Leader or Assistant Manager or 3 to 5 years as a Manager, Service Delivery Manager, or in an equivalent leadership role.

Preferably with financial services, banking, or back-office operations experience.

Managed at least 15+ FTEs; experience handling supervisors or people managers preferred

Exposure to SLA/KPI management, account performance, and operational governance

Experience with client, stakeholder, or business partner interactions

Strong people leadership, accountability, and process improvement mindset

Educational Background: Bachelor's degree in Financial Management, Marketing, Business Management, Information Technology, or a related field, or equivalent work experience in IT operations.

Technical Proficiency: Strong data analysis skills, experience utilizing KPIs for decision-making, proficiency in Microsoft Office (Word, Excel, PowerPoint, Access), and ability to lead process improvements and cross-departmental collaborations.

Soft Skills: Exceptional communication and stakeholder management skills, strategic thinking, ability to work under pressure, hands-on problem-solving approach, and a strong drive for career growth and continuous learning.

Career Experience

• Team Leadership in Operations – Experience managing operations teams, focusing on productivity, quality, and the achievement of individual and team goals.
• Performance Coaching – Background in providing ongoing coaching and feedback to team members, with a focus on achieving developmental goals and improving service quality.
• Process Improvement Initiatives – Proven track record of identifying, recommending, and implementing process optimizations and efficiencies to enhance team performance and productivity.
• Cross-Training and Job Enrichment – Experience initiating and managing cross-training programs to diversify skills, support career progression, and create a more agile team.
• Collaboration with Business Partners – History of working closely with internal partners to refine business processes and improve collaboration across departments.
• Development and Monitoring of KPIs – Experience defining, tracking, and analyzing key performance indicators (KPIs) to measure team success and identify areas for improvement.
• Client Solutions and Service Excellence – Demonstrated commitment to creating excellent client experiences, resolving escalated issues, and improving overall service delivery.
• Project and Initiative Leadership – Participation in or leadership of cross-departmental projects, especially those focused on service enablement, process improvement, or operational excellence.
• Recruitment and Talent Development – Experience in recruiting, hiring, and onboarding team members to ensure effective team resourcing and support for business growth.
• Quality Control and Data-Driven Decision-Making – Hands-on experience managing quality assurance functions, using data insights to refine processes, and making informed decisions that drive team and organizational success.

• Team Leadership in Operations – Experience managing operations teams, focusing on productivity, quality, and the achievement of individual and team goals.
• Performance Coaching – Background in providing ongoing coaching and feedback to team members, with a focus on achieving developmental goals and improving service quality.
• Process Improvement Initiatives – Proven track record of identifying, recommending, and implementing process optimizations and efficiencies to enhance team performance and productivity.
• Cross-Training and Job Enrichment – Experience initiating and managing cross-training programs to diversify skills, support career progression, and create a more agile team.
• Collaboration with Business Partners – History of working closely with internal partners to refine business processes and improve collaboration across departments.
• Development and Monitoring of KPIs – Experience defining, tracking, and analyzing key performance indicators (KPIs) to measure team success and identify areas for improvement.
• Client Solutions and Service Excellence – Demonstrated commitment to creating excellent client experiences, resolving escalated issues, and improving overall service delivery

Skills:

·  Banking
·  Financial Services

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.