Description
A career as a Senior Manager at National Bank Independent Network means acting as a senior leader accountable for the end‑to‑end delivery, stability, and evolution of NBIN’s General Service function. This role allows you to have a positive impact on the organization thanks to your ability to lead teams, modernize processes, manage risk, and continuously improve service delivery in a regulated environment.
NBIN delivers servicing expertise at scale while supporting advisors and firms through ongoing change and growth. This role balances strategic leadership with day‑to‑day operational execution to support current and future business needs.
Your role
• Lead a General Service team of employees and a Team lead by 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
Your team
National Bank Independent Network provides brokerage solutions to fund managers, portfolio managers, and independent brokers. At NBIN, we are passionate about finding innovative solutions to complex situations and about supporting independent wealth management firms as they grow and evolve their businesses.
Within the General Service department, you are part of a leadership team and report to a senior operations leader. Your team stands out for its strong service culture, ownership mindset, and ability to deliver reliable support in a high‑volume, regulated environment. You focus on building confidence, resilience, and clarity while supporting advisors and firms through ongoing change.
The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, allow you to master your role and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.
Requirements
• Hold a bachelor’s degree and a minimum of 7 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
* 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 * Involvement in community initiatives * Telemedicine service * Virtual sleep clinic
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 value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.
Making a bold move in a people-first environment 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 people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.
We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?
Join us!
