The Opportunity:

 

Join Symcor as a Senior Manager, Service Delivery Operations, and play a pivotal role in leading our Calgary operations site. In this high-impact position, you’ll drive operational excellence and deliver exceptional service to Canada’s largest financial institutions and clients. You’ll have the opportunity to shape a productive, engaged workforce and champion Symcor’s core values, all while optimizing efficiency and profitability in a dynamic environment.

 

This role is based onsite at our Calgary location and requires flexibility to work off-shifts once every one to two weeks. If you’re passionate about operational leadership, thrive in fast-paced settings, and are ready to make a tangible impact on both people and processes, we invite you to bring your expertise and vision to Symcor.

 

About The Role:

Manage all aspects of an operations site to ensure outstanding client service and operational effectiveness. Lead, coach, and develop a multi-layered team, driving engagement and productivity, especially during times of change. Oversee service delivery, ensuring strict adherence to service level agreements for privacy, quality, and deadlines. Direct operations to meet business, financial, and production objectives, continuously enhancing productivity and quality. Provide subject matter expertise across operations sites, supporting consistency and quality in service enhancements. Collaborate internally with peers, management, and staff, and externally with vendors and client representatives, influencing decisions and supporting solutioning discussions. Identify process or other changes that would be required, additional resources that may be required

 

What You Need to Succeed:

 

Education:

Post-secondary education in Business Administration, Operations Management, or a related field preferred.

 

Experience:

8 + years of people management / leadership experience 5 + years of experience in an operations/production environment Proven experience managing medium, multi-layered staff components in an operations environment. Demonstrated expertise in outsourcing services and vendor management. Track record of leading teams through significant change and transformation. Experience in client service delivery, preferably supporting large financial institutions or similar clients.

 

Skill requirements

Strong leadership and coaching abilities, with a focus on staff development and succession planning. Excellent problem-solving skills, able to address turnover, engagement, and operational challenges. Deep understanding of service procedures, internal protocols, and policies. Ability to analyze and improve operational processes, manage financial costs, and drive innovative solutions. Effective communicator, able to foster open, two-way communication and influence stakeholders. Subject matter expertise in specific lines of business or products, acting as a national owner when required. High attention to detail, with the ability to manage deadlines, quotas, and accuracy demands under considerable mental stress.