Manager, SBN Workplace Operations

Accountabilities • Lead and manage a team of Operations Leads, Guest Support, Ground Reception, and Coordinators, ensuring operational excellence and consistent service standards across the workplace.

• Provide onsite employee support while overseeing virtual support through platforms such as Microsoft Teams, workplace collaboration tools, employee portals, visitor management systems, and centralized workplace technology.

• Monitor and report on floor capacity and workplace utilization using tools such as OfficeSpace and related centralized systems.

• Coach, develop, and support team members through structured feedback, training, performance management, and professional development.

• Establish and monitor team goals, performance metrics, service volumes, and operational trends, providing recommendations and updates to senior leadership.

• Ensure workplace support provided to business partners and executives aligns with operating models, service expectations, and organizational priorities.

• Manage end-to-end workplace service processes and maintain established service-level standards.

• Resolve escalated employee requests, concerns, and complaints involving facilities, maintenance, supplies, mail, technology, security access, lockers, keys, and related workplace services.

• Monitor workload across Operations Leads, identify capacity opportunities, and allocate resources effectively to support additional value-added initiatives.

• Build strong relationships and alignment with internal stakeholders and related operational teams to achieve workplace objectives.

• Oversee shared operational communications, ensuring questions and escalated concerns are addressed promptly and appropriately.

• Support employee experience initiatives by identifying operational challenges, investigating root causes, and developing practical solutions.

• Maintain accurate records related to employee security access, keys, and lockers, while coordinating with building security and ensuring access principles are followed.

• Support occupational health and safety, fire safety, and building compliance requirements, including maintaining relevant records and ensuring designated teams receive required training.

• Develop, maintain, and improve workplace procedures, guidelines, processes, and documentation across the campus.

• Use data gathering, analysis, and operational insights to identify opportunities for process improvement and reinforce organizational change.

• Support business continuity, compliance, operational risk management, and other control requirements while ensuring day-to-day activities align with applicable policies and standards.

• Partner with the Senior Manager on daily execution, operational planning, strategic initiatives, and continuous improvement of the workplace operating model.

Requirements

• Undergraduate degree in Business Management, Operations, or a related discipline.

• At least 5 years of relevant professional experience leading teams, preferably within the financial services industry.

• Strong knowledge of people-performance management, coaching, delegation, and team development practices.

• Demonstrated ability to manage multiple priorities simultaneously, allocate resources effectively, and follow up on delegated responsibilities.

• Strong understanding of workplace operations, customer service, service-level management, and operational processes.

• Working knowledge of organizational structures, accounting controls, business continuity planning, and compliance reporting.

• Advanced proficiency with Microsoft Office Suite and familiarity with Power BI, OfficeSpace, visitor management systems, and other workplace technology platforms.

• Strong analytical and problem-solving abilities, including the ability to assess information from multiple sources, identify root causes, and develop effective solutions.

• Excellent communication and stakeholder-management skills, with the ability to work effectively with employees, business partners, executives, and operational teams.

• Strong customer-service mindset with the ability to build trust, manage escalations, and maintain high service standards.

• Ability to work effectively in a fast-paced environment with tight deadlines, critical service requirements, and changing priorities.

• Strong understanding of operational risk, regulatory compliance, workplace safety, and internal control expectations.

• Comfortable working across a multi-floor corporate environment and moving throughout the workplace as operational needs require.

• Willingness to work occasional non-standard hours and from home when required.

Benefits

• Full-time,  10-month contract  opportunity.

• Position based in Toronto, Ontario, with a workplace-focused operating environment.

• Opportunity to lead a multidisciplinary workplace operations team within a large corporate campus.

• Exposure to senior stakeholders and cross-functional teams across facilities, security, technology, business operations, and employee services.

• Professional development opportunities through leadership, coaching, operational improvement, and workplace transformation initiatives.

• Opportunity to contribute directly to employee experience, service quality, operational efficiency, and continuous improvement.

• Inclusive and accessible workplace environment with accommodation support available throughout the recruitment and selection process.

• Dynamic environment offering experience across workplace operations, risk management, compliance, safety, and business continuity.

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