Senior Manager General Service (Longueuil)

A career as a Senior Manager at National Bank Independent Network involves leading the end‑to‑end delivery, stability, and evolution of NBIN’s General Service function. The role requires a blend of strategic leadership and day‑to‑day operational execution to support both current and future business needs.

Responsibilities

• Lead the General Service team, setting clear expectations, developing capabilities, and fostering accountability and engagement.
• Design, evolve, and oversee service delivery to ensure consistent, accurate, and timely resolution of inquiries related to administration, documentation, and general operational support.
• Actively manage capacity, workflow, and skills alignment to ensure stable and predictable service delivery.
• Act as an escalation point for complex, sensitive, or high‑risk service situations requiring senior judgment.
• Monitor service trends, risk indicators, and root causes to proactively address emerging issues and identify opportunities for automation, simplification, and risk reduction.
• Identify and deliver process improvements that reduce rework, improve first‑time‑right outcomes, and enhance the advisor experience while maintaining service stability.

Requirements

• Hold a bachelor's degree and a minimum of seven years of experience leading operational or service teams.
• Experience managing high‑volume, client‑facing service or operations environments.
• Experience in a CIRO‑regulated brokerage or wealth management environment.
• Deep understanding of back‑office wealth operations and servicing models.
• Demonstrated ability to lead teams through complexity and sustained change while maintaining operational stability.
• Strong understanding of operational risk, controls, and decision‑making in a regulated environment.

Benefits

In addition to competitive compensation, you will be eligible for a wide range of flexible benefits, including:

• Health and wellness program with multiple options.
• Flexible group insurance.
• Generous pension plan.
• Employee Share Ownership Plan.
• Employee and family assistance program.
• Preferential banking services.
• Community initiative involvement.
• Telemedicine service.
• Virtual sleep clinic.

We welcome all candidates and are committed to providing an accessible environment throughout the recruitment process.