Operations Manager - #453280

Introduction

Do you bring high energy and a positive attitude to the team? Do you enjoy leading change, improving operational processes, and supporting frontline teams to deliver outstanding member service? If you answered yes to both these questions, then Healthcare & Municipal Employees Credit Union (HMECU) is the place for you.

Company

HMECU has been serving our healthcare, municipal, fire and police community for 90 years! We value dedication and a commitment to excellent service. Our team members are the heart of our Credit Union, and we are looking for individuals that share in our vision and purpose. We take pride in the service we provide to our members and are looking for an enthusiastic and passionate candidate to join our Operations team.

Our Purpose

We care for the financial needs and wellbeing of our members so you can focus on what matters most.

Job Purpose & Summary

The Operations Manager plays a critical role in supporting the delivery of exceptional service at HMECU. This role is responsible for leading the design, implementation, and continuous improvement of operational policies, procedures, and processes that enable our teams to serve members with confidence and consistency.

As a champion of change management, the Operations Manager will drive key operational initiatives from concept through to adoption, with a strong focus on staff training, system readiness, and cross-functional coordination. This position also oversees the credit union’s registered product processes, year-end reporting, overdraft program, operational forms, member complaints program, and data quality oversight—ensuring operational accuracy, compliance, and service excellence.

What You’d Be Doing

Operational Leadership

• Own and maintain HMECU’s operational policies and procedures to ensure they are current, compliant, and practical for front-line teams.
• Lead process reviews and implement improvements that enhance efficiency, reduce risk, and support a consistent member experience.
• Serve as the operational escalation point for procedural issues and branch inquiries.
  
  

Change Management & Implementation

• Lead the end-to-end implementation of operational changes, product updates, and process improvements.
• Develop change management strategies that include stakeholder engagement, risk mitigation, communication planning, and training delivery.
• Measure success of changes and support sustainable adoption across teams.
  
  

Staff Training & Enablement

• Work closely with leaders and subject matter experts to identify training needs related to operations and product delivery.
• Develop and deliver training materials, job aids, and process documentation for new and existing procedures.
• Support onboarding of new employees by contributing to role-specific operational training content.
• Partner with branch and virtual teams to ensure training translates into consistent service delivery.
  
  

Product & Service Administration

• Oversee the operational setup, maintenance, and communication of deposit and investment products, including GICs and registered plans (RRSP, TFSA, RRIF, FHSA).
• Lead HMECU’s registered plan administration, including contribution processing, compliance requirements, and year-end activities (e.g., slips and reconciliations).
• Coordinate implementation of product or system changes across departments.
  
  

Reporting, Forms & Compliance

• Manage the Overdraft Report and oversee follow-up processes to ensure timeliness, consistency, and appropriate member outreach.
• Oversee the creation, review, and maintenance of operational forms and internal documentation to support accuracy and usability.
• Support audit requests and ensure adherence to operational and regulatory requirements.
  
  

Complaints Management (Complaints Officer)

• Serve as HMECU’s designated Complaints Officer, ensuring complaints are logged, investigated, and resolved in accordance with internal policies and external regulatory requirements.
• Maintain the Complaints Log and report regularly to senior leadership.
• Analyze trends and recommend operational changes or training where recurring issues are identified.
• Support ongoing compliance with Market Code and complaint-handling obligations.
  
  

Data Quality Oversight

• Own HMECU’s data quality management process from an operational lens.
• Monitor outputs from the credit union’s data quality tool, ensuring timely review and correction of flagged issues.
• Identify patterns or recurring errors and collaborate with staff and leaders to address root causes.
• Use insights from data issues to inform updates to training, procedures, and operational controls.
  
  

Collaboration & Communication

• Work collaboratively with all departments including Branch Operations, Lending, IT, and Compliance to support cross-functional initiatives and operational readiness.
• Act as a liaison between frontline teams and support departments to ensure effective communication and feedback loops.
• Participate in or lead special projects and contribute to strategic initiatives as required.
  
  

Skill Requirements

Other duties and responsibilities as may be assigned.

Required Experience

• 7+ years of experience in operations within a credit union or financial institution
• Bachelor’s Degree (Advanced Degree preferred) in a business or quantitative field, or the equivalent combination of training, education, and experience
• Strong understanding of day-to-day operational functions including registered product administration and year-end reporting
• Demonstrated experience in leading change, with a focus on implementation and staff enablement
• Strong organizational and project management skills, with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Comfort with cross-functional collaboration and delivering training in both written and live formats
• Must be bondable
  
  

Preferred Assets

• Familiarity with CRA registered product rules, FSRA regulatory requirements, and the Market Code of Conduct
• Experience managing operational training programs or building job aids and reference materials
• Change management certification (e.g., Prosci) or equivalent practical experience
• Process improvement training (e.g., Lean Six Sigma)
• Experience with data quality tools or data reconciliation processes
  
  

Please Note

Healthcare and Municipal Employees Credit Union has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact HR so that arrangements can be made.

Job Type: Full-time

Primary Location: Head Office – 209 Limeridge Rd East, Hamilton, ON. Hybrid Work Environment Available.

Hours of Work: 35 hours per week

Benefits: YES. At HMECU we offer a very comprehensive Benefits Package. 100% Employer Paid Benefits for STD, LTD, Life Insurance, Extended Health, Dental Coverage and Employee Family Assistance Program.

Pension: 7% Employer Contribution to our Defined Contribution Pension Plan

Compensation: Band 5 – $82,800 – $124,200