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Senior Manager, Business Process Optimization

Toronto, Canada

Momentum Financial Services is a leading provider of financial services in North America. For 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Through our retail network of over 400 locations, known as Moneymart, Insta Cheques and the Cheque Cashing store, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, cheque cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Momentum Financial Services Group provides solutions.

 

Job Description

GENERAL FUNCTION

The Senior Manager, Business Process Optimization will play a pivotal role in the development and day-day management of the Enterprise Business Process Optimization function. This role will leverage lean six sigma methodologies, customer experience strategies, service design protocols, re-engineering frameworks and intelligent automation techniques to optimize business processes, reduce risk and enhance end-user experience. The Senior Manager will work to create a culture of operational excellence, innovation, and forward thinking within the team and across the enterprise.

DUTIES/RESPONSIBILITIES

  • Lead development and ongoing management of an enterprise-wide Business Process Optimization function for MFSG
  • Lead the development and implementation of business process optimization strategies using Lean Six Sigma methodologies, intelligent automation, and re-engineering frameworks to drive efficiency and improvements
  • Collaborate with cross-functional teams to identify, map, and analyze current processes, identifying opportunities for improvement, risk mitigation, and enhanced customer experience
  • Design and execute customer experience strategies and service design protocols to ensure that process improvements align with end-user needs
  • Oversee the deployment of intelligent automation solutions such as RPA (Robotic Process Automation) and AI to streamline operations and reduce manual effort
  • Develop and maintain key performance indicators (KPIs), Cost savings and ROI to track progress of process improvement initiatives and report results to senior leadership
  • Mentor and coach team members in problem solving frameworks, Lean Six Sigma principles and process improvement methodologies to foster a culture of continuous improvement and operational excellence.
  • Stay up-to-date with emerging trends, technologies, and best practices in process optimization and automation to continuously identify innovative solutions for the organization.

Qualifications

EDUCATION

Bachelor's degree required and a graduate degree in business or operations is highly desirable

EXPERIENCE

  • 10-15 years of experience in strategy or operations, with a proven track record of driving successful business outcomes
  • Proven experience in leading and executing business process optimization initiatives that drive business growth, improved productivity and enhanced customer satisfaction
  • Strong leadership capabilities with experience managing cross-functional teams
  • Demonstrated ability to drive change and challenge the status quo
  • Demonstrated learning agility and passion for taking on new challenges and executing with high velocity
  • Experience in managing Contact Center and / Retail processes is desirable

SKILLS

  • Strong financial and business acumen
  • Strong analytical skills with the ability to interpret data and trends, identify insights to inform strategic decision making
  • Excellent verbal and written communication skills with the ability to influence diverse audiences from senior executives to team members
  • Highly motivated to continuously learn new concepts, skills, and build subject matter expertise
  • Capable of managing complex problems and providing fact-based recommendations
  • Comfortable and skilled in operating in a complex operational matrixed organization and across teams.
  • Experience in considering risks, evaluating alternatives, and encouraging input from others to effectively make decisions and plan mitigation tactics
  • Training or certifications in Lean, Six-Sigma, Change Management and Problem-solving Frameworks is an asset

#SJ

 

Additional Information

All your information will be kept confidential according to EEO guidelines.

*Notice to Ontario Applicants – Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process. If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process. If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants: All internal applicants are required to notify current manager regarding interest in applying for this role.

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Employment and Verification Information:

  • Money Mart will review all submissions, and interview the most qualified candidates based on their knowledge, skills, abilities, and other competencies.
  • Candidates who do not meet the requirements, in the recruitment process, for employment will remain classified as applicants and may re-apply for any future job posting and shall receive equal consideration.
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