Manager specialized user support

Attendance

Hybrid

Job number

22683

Category

Manager

Status: Permanent

Type of Contract

Permanent

Schedule: Full-Time

Full Time / Part Time?

Full-Time

Posting date

01-Oct-2024

Location: Montreal, Quebec

City

Montreal

Province/State

Quebec

Area of Interest: Information technology

As a Manager, Specialized User Support - Wealth Management and Financial Markets/Trading in the User Support team at National Bank, you will lead the teams that are responsible for providing level 2 technical support for Financial Markets and Wealth Management. The selected candidate will be required to travel occasionally between Montreal, Toronto and Calgary.). This position will allow you to leverage your (management skills / experience in user support / knowledge of office automation technology) to have a positive impact on our organization.

Your role

Human Resources Responsibilities – responsible for hiring, performance appraisals, goal setting, coaching and professional development
Manage performance indicators for internal IT teams
Manage two groups of professionals responsible for the quality and efficiency of end-to-end office automation technical support
Manage operational capacity (human and material)
Validate and approve work schedules
Budgeting responsibilities – accountable for monitoring sector budgets, updating forecasts upon request, and taking corrective actions to achieve objectives
Ensure that the Bank's policies are followed and that procedures are carried out
Set up actions to develop the IT service desk according to the sector's business plan and priorities
Propose proactive solutions to optimize customer service
Develop the appropriate reports to effectively share critical operating data
Develop, refine and communicate clearly documented information and processes
Measure and report on your team's performance
Ensure a high level of user satisfaction by making quality decisions based on satisfaction surveys sent to users
Ensure that escalations are handled effectively
Maintain SOPs (standard operating procedures) and communicate changes made
Manage employees under contract
Ensure that all requests are processed within pre-established service standards
Analyze different technological business solutions in order to understand their impacts and make recommendations to management
Collaborate with other managers and senior managers to deliver high quality technical support and successfully achieve all project objectives
Collaborate with business line managers and IT delivery towers in the relevant sectors

Your team

As part of the I&O-SVM sector, you’ll be on a large team of (12) colleagues and you’ll report to the Senior Manager, FM and WM Support. Our team stands out for offering dedicated, on-site support for our FM and Trading (VIP) users. (Business hours are from 7:00 a.m. to 5:00 p.m. Monday to Friday. There is also a rotation for after-hours support and also overtime in the evenings and on weekends when necessary. The branch/the call centre is open two evenings a week and on Saturdays. A number of work schedules are possible and will vary depending on team availability.)

Our training programs use on-the-job learning to help you master your role. You can access personalized training content on such topics as (to be completed) to support your ongoing learning. You’ll also have access to colleagues with a wide range of expertise, experience, and backgrounds to enrich all aspects of your development.

Prerequisites

Bachelor's degree in a related field and 6 years of relevant experience OR master's degree in a related field and 4 years of relevant experience
Experience managing personnel
Experience in managing and developing office automation technical support teams
Knowledge of office automation support management technologies and systems
Ability to evaluate operational statistics to improve service delivery
Leadership and good communication skills
Good sense of initiative and autonomy
Creative with strong team spirit
Dedication to quality work and respect for deadlines

Languages:

English, French

Reason to require this language: you will need to work closely with our colleagues outside Quebec.

Skills

Accountability Business Alignment Communication Cybersecurity Decision Making Detail-oriented Digital literacy Diversity & Inclusion Emotional Intelligence Humility Learning Agility Managerial Courage Mobilization Partner Development Problem Solving

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

Health and wellness program, including many options
Flexible group insurance
Generous pension plan
Employee Share Ownership Plan
Employee and Family Assistance Program
Preferential banking services
Opportunities to get involved in community initiatives
Telemedicine service
Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. 

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first:

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.  Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We want to offer an accessible, barrier-free workplace to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!

Apply

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?