Senior Operations & Process Improvement Manager

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

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.