Bilingual Assistant Manager, Operations

  • Toronto  
  • Administration
  • Full Time
  • 27193
  • 06 June 2024

Seeing beyond numbers™
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.
This role sits within Laurentian Bank.

Reporting to the Senior Manager, Administration; the Assistant Manager is responsible for a variety of functions in an effort to support various business lines. While working closely with the Manager, the Assistant Manager will be accountable for employee engagement, distribution of work, closely monitoring all tasks and resources to ensure that service standards and productivity levels are met/exceeded for each business line. Responding to inquiries raised by internal and external stakeholders. The incumbent must comply with regulatory, legislative and industry standards.

  • Provide leadership and a key resource for staff.  Keep staff motivated and engaged. 
  • Management of queues, peaks and valleys of all volumes.
  • Troubleshoot and use critical thinking in order to resolve issues
  • Prepare and monitor staff's objectives and deliver monthly coaching sessions with all staff or as needed
  • Prepare and deliver semi-annual and annual performance reviews to staff.
  • Work cross-functionally with other members of the management team to increase productivity, Quality and reduce risk.
  • Manage relationships with your peers including both internal and external clients.
  • Monitor and coach staff to ensure high quality administration service in compliance with the service level agreement standards for quality, quantity, and efficiency.
  • Ensure superior customer service by meeting service standards related to follow-ups, escalations, and resolution of client calls.
  • Compile and review team's metrics at an individual and at the team level - identify areas of improvement, and make recommendations to management, to promote efficiency and a higher standard of service within the department.
  • Act as the key resource in the organization, carry out complex analysis and important controls that is required to meet regulatory and compliance polices/procedures.
  •  Work closely with various departments in the organization to assist with the preparing reference materials and job-aids to assist employees with learning new procedures.
  • Keep abreast of new product promotions, organizational policies and procedures, industry
  • Standards, the regulatory environment, as well as Revenue Canada legislation, and ensures compliance.
  • Participate in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function


  • University degree in a related field and/or 2 to 4 years of relevant experience or College degree with 3 to 5 years of supervisory and/or management experience within an operational environment, preferably with a Trust Company or Bank.
  • In depth knowledge of the GIC products and procedures
  • In depth knowledge of systems used to manage GICs (SIT, SIBL, etc).  Ability to use critical thinking in order to resolve issues.
  • Work flexible hours to meet the demands of the work, including evenings and weekends
  • Solid understanding of operational risk associated with business - ability to analyze and solve problems, identify solutions for cost effective improvements.
  • Knowledge of and demonstrated ability in core competencies, including: detail orientation, organization skills, team work and adaptability in a changing/fast paced environment.
  • Demonstrated organizational and time management skills.
  • Strong verbal and written communications.
  • Proven interpersonal, influencing and negotiation skills.
  • Customer service oriented with the ability to set service standards and expectations for the team.
  • Ability to deal with multiple priorities or demands simultaneously and professionally.
  •  Experienced to Computer literacy in Microsoft Office and Outlook.
  • Bilingualism (English/French) is required (verbal and written).
What Laurentian Bank has to offer you

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.  


Here are some of the key points of our offering: 

  • The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.  
  • Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
  • Work model: We prioritize a hybrid work model based on business needs.
  • Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
  • Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees. Plus, as an extra perk, you also get a paid day off to celebrate your birthday.
  • Health and wellness: Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
  • Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
  • Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more. 

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank. 

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.


We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.