Purpose of the Job :
As part of the Operations leadership team, this position in partnership with the Manager of Operations Processing is accountable for the day-
to-day performance of employees and the oversight and monitoring of the daily workflow of the Operations team. Modeling Meridian corporate values, the Assistant Manager, Operations Processing will provide leadership, direction and development to employees by empowering performance, giving constructive one on one coaching, focusing on process improvement while retaining a team of highly engaged employees who continually strive to enhance our Member’s experience.
Key Responsibilities :
Demonstrates a commitment to being a Centre of Excellence with a focus on developing highly reliable and efficient processes and enabling Delivery capabilities by :
Participating as a Member of the Operations leadership team, contributing to Meridian’s success by effectively implementing strategy, goals and objectives, budgets and expense controls, ensuring expectations and employee objectives are aligned with Meridian’s strategic priorities.
Effectively engaging employees in their day-to-day processes using training and tools to ensure increased efficiencies, fewer errors, decreased turnaround time, effective and timely resolutions, and removal of bottlenecks and pain points.
Coordinating day-to-day workload across the team, including managing of Service Level Agreements (SLA’s).
Reviewing processes, implementing improvements and establishing service and performance standards to increase productivity and Member service excellence.
Once Standard Operating Procedures are documented and in place, ensuring employees are adhering to them.
Hiring new employees, ensuring proper training plans are in place, providing ongoing coaching and feedback, managing employee performance and developing performance improvement plans when necessary.
Providing administrative support through the processing of Meridian’s products and services, while maintaining a thorough knowledge and understanding of all processes and services we offer our branch partners.
Leading the team through day-to-day work load using a wide range of tools and techniques to create and maintain a collaborative, motivated and positive team environment.
Setting goals and objectives and ensuring succession planning for team members is in place.Ensuring individual performance and productivity of team contributes to our Centre of Excellence, leveraging employee’s skills and capabilities that supports the continued growth of the department.
Identifying and supporting the development of tools and information resources to meet the needs of the team and our corporate partners.
Collaborating with cross-functional areas across Operations management team to identify and improve processes, tools and approaches as required, through sharing of ideas, opinions and feedback.
Taking ownership of problems, decisions, actions and judgment to achieve desired work outcomes.
Maintaining an appropriate knowledge base and following audit, compliance, risk management, delinquency, and fraud policies and procedures.
Knowledge, Skills and Experience :
Minimum 3 5 years of related Financial Services work experience.
Strong commitment to service excellence and the achievement of results.
Sound organizational, influencing and presentation skills.
Solid knowledge of Meridian products, procedures and business practices.
Demonstrates innovative and creative approaches to solving difficult challenges and seizing process improvement opportunities.
Computer literacy sufficient to use Meridian applications including : Ovation, Mnet, ACE and
Confident, self-motivated, and proactive in assessing requirements.
Demonstrates a high degree of adaptability, ability to organize effectively and manage multiple priorities.
Strong interpersonal skills ability, tact and diplomacy to work effectively and build collaborative relationships.
Excellent written and verbal communication skills.
May be required to travel on occasion.