Digital Operations & Support Manager

Job Title : Digital Operations & Support Manager

Location : Toronto, ON M5X 1A1 (2 days in office / wk, flexible on days between Tues-Thurs)

Duration : 12 months

Contract Type : T4

Pay Rate : CA$48.27 / Hour

Project

• A key member of our digital team, you will own the prioritization and triage of daily operational tasks, and act as a central point of coordination between stakeholders, and the whole digital team.
• Your leadership and analytical skills will ensure continuous improvements and operational excellence as you work to identify opportunities to streamline processes.

Key Responsibilities :

Operational Management

• Oversee and prioritize BAU tasks, ensuring timely execution and resolution of issues as they align with our SLAs.
• Manage the triage process for incoming support requests, assigning resources effectively based on impact and urgency.
• Collaborate with cross-functional teams to maintain high standards of operational performance.

Workflow Optimization

• Assess current workflows and identify areas for efficiency improvements, including automation, process re-engineering, and reporting.
• Develop and implement optimized standard operating procedures (SOPs) for digital operations and support expanding on what is already in place.
• Partner with teams to design scalable solutions that align with organizational goals.

Leadership and Team Development

• Provide leadership, guidance, and mentorship to a team of digital support specialists and support teams.
• Foster a culture of continuous improvement and collaboration.
• Champion employee development and ensure alignment with performance goals as part of the client Culture.

Stakeholder Engagement

• Act as a primary point of contact for internal stakeholders, communicating priorities, updates, and recommendations.
• Develop strong partnerships with technology, marketing, and other business units to ensure alignment with organizational objectives.

Reporting and Analytics

• Establish and track key performance indicators (KPIs) for digital operations and support working within applications like WorkFront and Jira.
• Generate insights through data analysis to inform decision-making and strategic planning.
• Deliver periodic reports on the health of operational workflows and optimization efforts.

Qualifications

• Bachelor’s degree in Business, Digital Marketing, IT, or related field (Master’s preferred).
• 5-7+ years of experience in digital operations, support, or a related leadership role.
• Proven track record in process optimization and workflow management.
• Previous experience in Finance, Banking or Asset Management

Technical and Soft Skills

• Strong analytical and problem-solving abilities.
• Experience with workflow tools (Jira, Workfront), CMS platforms, and automation technologies.
• Exceptional communication and interpersonal skills.
• Adept at managing competing priorities in a fast-paced environment.
• Advanced stakeholder management.
• Data driven decision making and technically proficient.
• Proven experience with both execution and deliverables.

Preferred Qualifications

• Familiarity with Agile methodologies (Certified Scrum Master certification a plus).
• Experience in managing digital platforms such as Contentful, AEM, or similar CMS tools.
• Knowledge of cloud solutions (AWS, Akamai) and their operational implications.
• Project management 1-2 years strong asset
• FinTech or MarCom operations
• Investment knowledge is a nice to have
5 hours ago