Senior Manager, Operations and Process Management

Fairstone Bank; Toronto; Hybrid; CAD 95,000 - 115,000; Full time

Benefits offered by this job

Hybrid work model

Health and dental coverage

Group retirement savings with employer

Education Assistance Program

Parental leave top‑up

Volunteer day

Gym access

WorkPerks discounts

Job summary

Fairstone Bank is seeking a Senior Manager, Operations and Process Management to oversee a portfolio of operational processes that support branch and business performance. You will ensure processes are efficient, scalable, and aligned with strategic objectives.

You will drive continuous improvement, support day-to-day operations and business continuity, and collaborate across Operations, Technology, Finance, Compliance, and Customer Experience to deliver measurable impact.

Qualifications

• Bachelor’s degree in business, operations management, or related field.
• 5+ years in process management or operations with continuous improvement.
• Strong analytical and problem-solving skills.
• Experience with process mapping tools and Lean Six Sigma.
• Excellent communication and stakeholder management skills.
• Experience in financial services or regulated industries.
• Familiarity with CRM, cash management, or rules-based systems.
• Lean Six Sigma certification or similar asset.

Responsibilities

• Own and maintain defined operational processes with clear roles, inputs, outputs, and performance expectations.
• Track KPIs, analyze trends, and report performance to leadership; identify root causes of inefficiencies.
• Lead continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Identify process risks and implement controls to mitigate them; ensure regulatory compliance.
• Provide operational support and business continuity; escalate issues to maintain service levels.
• Collaborate with Operations, Technology, Finance, Compliance, and Customer Experience.
• Ensure processes are well-documented, auditable, and compliant with policies and regulations.
• Support change management through training and stakeholder alignment.

Skills

Process management

Lean Six Sigma

KPIs

Stakeholder management

Analytical skills

Communication skills

Education

Bachelor's degree in Business/Operations Management

Tools

CRM

BPMN

Process mapping

Job description

Who We Are

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending, we offer financial solutions tailored to all Canadians, including newcomers, small‑business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank. Join Fairstone as a Senior Manager, Operations and Process Management and be part of our talented and growing team!

About The Role

As a Senior Manager, Operations and Process Management, you will be responsible for overseeing a portfolio of operational processes that support branch and business performance. You will ensure processes are efficient, scalable, and aligned with strategic objectives. In addition to driving continuous improvement, you will play a key role in supporting day-to-day operations and business continuity, stepping in to resolve issues and ensure branches run smoothly.

• Process Ownership: Manage and maintain a defined group of operational processes, ensuring clarity in roles, inputs, outputs, and performance expectations.
• Performance Monitoring: Track key process metrics (KPIs), analyze trends, and report on performance to leadership. Identify root causes of inefficiencies or breakdowns.
• Continuous Improvement: Lead initiatives to optimize processes using Lean, Six Sigma, or other methodologies. Drive simplification, standardization, and scalability.
• Risk Management & Controls: Identify process-related risks and develop appropriate controls to mitigate them. Ensure compliance with internal policies and regulatory requirements. Monitor control effectiveness and adjust as needed.
• Operational Support & Business Continuity: Act as a point of escalation for process-related issues impacting branch operations. Collaborate with internal teams to resolve disruptions and maintain service levels. Flex focus as needed to support urgent operational needs.
• Stakeholder Engagement: Work cross-functionally with teams in Operations, Technology, Finance, Compliance, and Customer Experience to align process improvements with business needs.
• Documentation & Governance: Ensure processes are well‑documented, auditable, and compliant with internal policies and external regulations.
• Change Management: Support adoption of new processes and tools through training, communication, and stakeholder alignment.

What We’re Looking For

• Bachelor’s degree in business, Operations Management, or related field
• 5+ years of experience in process management, operations, with demonstrated track record with continuous improvement
• Strong analytical and problem‑solving skills
• Experience with process mapping tools and methodologies (e.g., Lean, Six Sigma, BPMN)
• Excellent communication and stakeholder management skills
• Ability to work independently and adapt quickly to shifting priorities
• Experience in financial services or regulated industries
• Familiarity with CRM, collections, cash management, or rules‑based systems
• Certification in Lean Six Sigma or similar frameworks an asset

What You’ll Love About Working Here

• Award‑Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers.
• Work‑Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well‑being.
• Compensation Package: Competitive base salary
• Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
• Future‑Ready Savings: Group Retirement Savings Plan with up to 7% employer match.
• Exclusive Perks: Discounts from top retailers via WorkPerks, plus location‑based perks like gym memberships and Toronto Bike Share.
• On‑Site Fitness: Gym access at our London and Montreal offices.
• Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development.
• Family Support: Parental leave top‑up program to help you during life’s big moments.
• Community Impact: One paid volunteer day to give back to causes that matter to you.

What You Can Expect - Pay & Process

• Expected salary between 95,000-115,000$ plus the opportunity to earn an annual incentive bonus tied to performance.
• This posting is for an existing vacancy within our organization.
• Artificial intelligence may be used in parts of the recruitment process.
• All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type

Full time

Job Type

Permanent