Operations Services Leader: Training, Analytics & Programs

H&R Block, Inc.; Calgary; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Wellness Days

RRSP Matching

Employee Stock Programs

Health benefits

Job summary

H&R Block in Calgary, Alberta, is seeking a Manager, Operations Services to drive operational excellence across the organization. You will report to the AVP, Operations and collaborate with field and head office teams to develop, implement, and refine programs, policies, and processes that improve efficiency and create a positive client and tax professional experience.

You will lead training initiatives, coach District Managers and District Operations Coordinators across Canada, and use

Qualifications

• Bachelor's degree in Business, Operations Management, or a related field.
• Minimum five years of experience in operations management.
• Experience developing training, communications, and operational initiatives.
• Experience analyzing performance metrics to drive decisions.
• Familiarity with H&R Block programs is an asset.

Responsibilities

• Partner with field and head office stakeholders to support the implementation of operational strategies, programs, policies, and procedures.
• Provide leadership, coaching, training, and ongoing support to District Managers and District Operations Coordinators across Canada.
• Develop and deliver training, communications, and resources that enable successful program execution at our Field Tax Offices.
• Monitor operational performance and key initiatives, providing recommendations to improve efficiency and effectiveness.
• Analyze key performance indicators and operational data to identify trends, opportunities, and areas for improvement.
• Present operational updates, program results, and recommendations to field teams and leadership groups.
• Manage and maintain SharePoint sites and information repositories to ensure field teams have access to current resources and communications.
• Leverage technology, including AI tools, to enhance productivity, streamline processes, and improve operational outcomes.
• Utilize reporting tools, including Power BI, to measure program success and support data-driven decision making.
• Foster positive working relationships across teams and contribute to a collaborative and inclusive workplace culture.

Skills

Leadership

Training & coaching

Communication skills

Project management

French (asset)

Education

Bachelor's degree in Business or Operations Management

Tools

Power BI

SharePoint

OneDrive

Excel

PowerPoint

AI tools

Job description

H&R Block in Calgary, Alberta, is seeking a Manager, Operations Services to drive operational excellence across the organization. You will report to the AVP, Operations and collaborate with field and head office teams to develop, implement, and refine programs, policies, and processes that improve efficiency and create a positive client and tax professional experience.

You will lead training initiatives, coach District Managers and District Operations Coordinators across Canada, and use