Manager, Shared Services

Bow Valley Credit Union; Town of Cochrane; On-site; CAD 90,000 - 115,000; Full time

Benefits offered by this job

Flex Days

RRSP program

Benefits including HSA/Flex Spending

Job summary

Bow Valley Credit Union is seeking a Manager, Shared Services to oversee centralized lending and operational support across the branch network. You will lead the lending services team, ensure SLA achievement, and maintain accurate documentation while driving continuous improvement.

You will champion regulatory compliance, collaborate with branch leadership, and partner with Finance on reporting and analytics to support member experience and growth.

Qualifications

• Post-secondary education in business, finance, or a related field preferred.
• 4–6 years of progressive leadership experience including lending operations.
• Proven track record of leading process improvements, technology adoption, system implementations, or workflow automation.
• Experience managing complex stakeholder environments with cross-functional teams and external partners.
• Strong knowledge of consumer lending regulations and operational compliance.

Responsibilities

• Oversees centralized lending functions with accurate documentation and timely processing.
• Leads the Shared Services team, coaching and developing staff to meet SLAs and quality targets.
• Supports process improvements and change management across lending and operational support.
• Coordinates with retail teams to deliver a seamless member experience.
• Ensures regulatory compliance and documentation accuracy across locations.

Skills

Operational leadership

SLA & lending ops

Project & change mgmt

Decision making

Analytical/communication

Shared service model experience

Adaptable & resilient

Results oriented

Priorities flexibility

Education

Post-secondary education in business or finance

Job description

ABOUT THE ROLE

The Manager, Shared Services, is responsible for overseeing and coordinating centralized lending and operational support functions that enable efficient, accurate, and consistent service delivery across BVCU's branch network.

Reporting to the Director, Shared Services, this role provides direct leadership to the lending services and operational support team, ensuring service-level agreements, documentation accuracy, and workflow efficiency are maintained as the centralized service model continues to evolve. The Manager champions continuous improvement, operational excellence, and regulatory compliance to ensure seamless delivery of centralized services that enable branches to focus on member engagement and business development.

WHAT YOU'LL DO

Leadership & Team Development

• Leads, coaches, and develops the Shared Services team including lending and operational support in accordance with direction from the Director, Shared Services.
• Builds team capability through training, cross-training, and succession planning across the lending and operational support functions.
• Supports team performance through coaching, feedback, and application of expectations established with the Director.
• Fosters a culture of accountability, service excellence, and continuous learning.
• Supports and implements change management efforts by implementing process changes, coaching the team, and reinforcing adoption within lending and operational support functions.

Operations & Administration

• Oversees and supports the centralized lending functions through the process of preparation, accuracy, and timely completion of all land-secured and unsecured loan documentation.
• Ensures efficient processing, funding, and quality control of loan applications.
• Oversees centralized operational support for branches, including non-lending front-end administrative functions with a focus on operational processing.
• Manages service level agreements for turnaround times, documentation accuracy, and workflow efficiency.
• Maintains up-to-date knowledge of lending regulations, products, and best operational practices to ensure the team's work reflects current requirements.
• Ensures efficient coordination with retail teams to deliver a seamless member experience.

Operational Excellence & Continuous Improvement

• Identifies workflow issues and implements approved improvements to enhance efficiency, quality, and workflow across lending and operational support functions, supported by cross-training.
• Implements and maintains standardized procedures and operational best practices to be followed by all locations.
• Works with the Director and internal stakeholders to recommend system enhancements and tools.
• Coordinates operational audit preparation for lending and operational support functions, including gathering documentation, supporting audit reviews, and completing assigned follow-up actions.
• Fosters a culture of service excellence and continuous improvement.

Operational Partnership & Collaboration

• Coordinates between branch operations, credit adjudication, risk, and compliance.
• Provides operational input to support policy, process, and procedure improvements.
• Supports the build-out and integration of centralized lending and operational support functions in partnership with branch leadership and the Director, Shared Services.
• Collaborates with Finance on operational reporting and trend analysis and provides Credit with reporting including funding ratios and other workflow metrics.
• Supports the implementation of new systems and process automation initiatives, ensuring data integrity.

REQUIREMENTS

Culture, Teamwork, & Values

• Participate in a positive, collaborative work environment that encourages pride, teamwork, and mutual respect.
• Participate in training and development programs provided by internal and external resources.
• Perform other duties in keeping with the purpose and accountabilities of the job.
• Demonstrate role model behavior by encouraging the desired corporate culture, including being active in continuous learning and development.
• Ensure all policies and procedures and activities meet safety, legal, privacy regulatory and internal control requirements.
• Consider health & safety as a primary concern to ensure the overall well-being of self and others.

KEY SKILLS & COMPETENCIES

• Strong operational leadership, people leadership, and team development abilities.
• Deep understanding of SLAs, lending operations, documentation, and workflow management.
• Project and change management skills and the ability to influence.
• Strong decision-making skills with a focus on balancing efficiency, compliance, and member experience.
• Excellent analytical, communication, and problem-solving abilities.
• Experience implementing centralized, standardized, or shared service operating models is an asset.
• Adaptable, resilient, and effective in dynamic or evolving environments.
• Results oriented to achieve outcomes and meet performance targets.
• Flexible to manage changing priorities in a dynamic environment to achieve service excellence.

QUALIFICATIONS

Education

• Post-secondary education in business, finance, or a related field preferred.

Experience

• 4–6 years of progressive leadership experience, including managing multi-functional teams or service lines, including lending operations.
• Proven track record of leading process improvements, technology adoption, system implementations, or workflow automation.
• Experience managing complex stakeholder environments, including cross-functional teams and external partners.
• Strong knowledge of consumer lending regulations and operational compliance.

OTHER REQUIREMENTS

• Must be bondable; satisfactory criminal and credit checks required.
• Legal authorization to work in Canada on a full-time basis.

Working Conditions

• This is a full-time position, 37.5 hours per week on-site.
• Working Hours: Monday – Friday 8:30 am to 5:00 pm.
• Office setting, extended computer use, sitting, reaching, standing, minimal lifting and walking.
• Moderate to significant mental effort with periods of high-volume workload.

APPLYING WITH BVCU:

BVCU is strongly rooted in the communities we serve and have built considerable success by delivering exceptional service and products to our members to help built a strong financial future. We take great pride in the communities and are committed to helping them thrive.

Total compensation includes Flex Days, vacation, RRSP program, and benefits, including an HSA/Flex Spending Account.

Equal Employment Opportunity Statement

At BVCU, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, and all other characteristic protected by law. We believe that diversity and inclusion is critical to our success, and we seek to recruit, develop, and retain our talent from a diverse candidate pool. The credit union reserves the right to change job accountabilities and responsibilities as business needs dictate.