Senior Specialist Process Management and Administration

Department Summary:

Process Management and Administration are responsible for providing administrative support services to members of the Advisor network across the country.

Position Summary:

Process Management and Administration (PM&A) Support Specialist plays a key role in supporting all PM&A departments by providing expert guidance on policies, procedures, technical systems, and regulatory obligations. This role is central to the facilitation of training programs, knowledge management, and process oversight ensuring consistency and operational excellence across the PM&A group. The Specialists act as primary resource for complex inquiries and escalations, offering support to PM&A departments and collaborating with Senior Leadership across various business partners. Areas of expertise may include but are not limited to any combination of the following, Mutual fund division account, Investment dealer account and ISI products, Estates, IG Legacy Products, Mortgage, Investment Dealer transition, Banking and Insurance. Responsible for the review of all communications and procedural updates to ensure that any reputable risk is protected and regulatory obligations are met for PM&A departments nationally.

Duties Included:

• Leads the facilitation of department-wide training programs for all PM&A teams, with focus on effective instructional design, delivery, and continuous learning. Ensures training materials are relevant, engaging, and aligned with departmental processes and regulatory requirements.


• Key support resource for PM&A teams across the country, providing guidance and resolution for complex inquiries, escalations, and operational challenges.


• Manages and maintains PM&A departmental content on the intranet sites (SIERRA / Adv+), ensuring documentation is accurate, accessible, and consistently aligned with current processes and standards. Supports overall knowledge management efforts PM&A departments.


• Collaborate with business partners on cross-functional initiatives or projects, representing PM&A to ensure their needs, processes and perspectives are accurately reflected.


• Contributes to continuous improvement initiatives by identifying opportunities to enhance efficiency and improve the overall effectiveness of PM&A operations.


• Ensures alignment with internal policies, system/data requirements, and regulatory obligations, maintaining high standards of compliance and operational integrity.


• Oversees the management of departmental reports and specialty processes requiring elevated scrutiny, such as bank wire approvals, ensuring thorough risk assessment, documentation accuracy, and adherence to compliance standards

Qualifications:

• Minimum 4 to 7 years’ experience within a client service/business operations environment. Experience needs to span across multiple platforms and product lines and include both business and systems expertise.


• Experience in Region Office Operations and/or CSO is highly valuable.


•  Strong problem solving/analytical and decision-making skills.


• Strong customer service orientation with excellent interpersonal and communication skills, both written and verbal. Ability to communicate with all levels of management.


• Exceptional organizational and time management skills. Ability to manage multiple priorities and deliver under tight deadlines.


• Strong relationship management skills and the collaboration skills. Ability to represent PM&A departments in cross-functional initiatives.


• Strong initiative and creativity in identifying process improvements and developing innovative solutions.


• Bilingual is an asset


• Project Management experience is an asset


• Proficiency in Corporate platforms to include Salesforce & Rbroker an asset


• Proficient in Microsoft Office Suite.


• Post secondary degree/diploma in a relevant business discipline.

As this position is posted in Montréal and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.

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