Digital Operations & Support Manager

We are currently seeking a "Digital Operations & Support Manager" for a contract role with one of our clients in Toronto, ON .

Please apply you would be interested and available for it.

Duration : 12+ Months

About : The ideal candidate will have a strong background in management, digital platforms and applications, project management, and workflow tools / systems to ensure smooth and efficient functionality.

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 BMO Winning 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 :

Education and Experience

Bachelor’s degree in Business, Digital Marketing, IT, or related field (Master’s preferred).

• 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

Regards,

Shivam Sengar

Cell : 289.270.1767

Email : [email protected]