Job Purpose
The Innovation & Process Specialist plays a critical role in enabling service excellence, process efficiency, automation and consistency across the organization by ensuring policy, guidelines, processes and procedures are clear, current, and aligned. In addition to owning operational documentation, this role is accountable for identifying opportunities to reduce friction, improve efficiency, and responsibly implementing automation and emerging technologies (including AI) while maintaining appropriate risk levels and regulatory compliance standards in pursuit of high-quality member service. This role is responsible not only for defining how work should be done, but also for building and maintaining the workflows and tools that enable processes to be executed efficiently, consistently, and at scale.
As a trusted partner to branch teams and business units, the Specialist builds strong relationships to understand operational needs, identify gaps, train and implement standardized, user-friendly workflows for processes. By continuously improving and innovating procedures, this role enhances employee experience, supports sound decision-making, and contributes to operational efficiency, risk mitigation, and overall organizational performance.
Key Duties & Responsibilities
- Develops strong relationships with branch teams and business units to understand operational needs, identify gaps, and support the alignment and standardization of processes and procedures (SOPs) across the organization
- Promotes consistency and operational excellence by establishing, maintaining, and continuously improving processes and procedures, ensuring alignment across all branches and departments
- Creates, edits, and maintains clear, accurate, and user-friendly documentation for processes and procedures within process management tools, ensuring employees have the information required to perform their roles effectively
- Designs, configures, and maintains end-to-end workflows using low-code and automation tools to operationalize processes and reduce manual effort
- Analyzes existing processes, including manual or fragmented workflows, to identify opportunities for improvement through automation, integration, or redesign
- Identifies and implements practical applications of automation, workflow orchestration, and emerging technologies to reduce friction, errors, and cycle time while maintaining risk and compliance controls
- Monitors and improves workflows and low-code solutions based on user feedback, performance metrics, and evolving business or regulatory requirements
- Establishes and maintains standards and best practices for process documentation, work-flow design, and automation to ensure consistency, scalability, and usability
- Provides knowledgeable support to employees in various capacities including, but not limited to, interpreting procedures, guiding process adherence, and supporting the implementation of new or updated workflows
- Collaborates with subject matter experts and stakeholders to develop, review, and validate procedures, ensuring accuracy, completeness, and alignment with business, risk, and compliance requirements
- Supports operational and project changes by updating documentation and workflows, communicating updates, and ensuring adoption across teams
- Demonstrates sound judgement, maintains strong risk management knowledge, and ensures adherence to all legislative, security and regulatory requirements (e.g., Privacy, Money Laundering); performs additional responsibilities aligned with team goals as assigned
Skills and attributes
- Demonstrates ability to design, configure, and manage automated workflows and low-code solutions that support operational processes
- Comfortable working in low-code environments to build forms, automate approvals, orchestrate tasks, and integrate systems where appropriate
- Strong analytical skills with the ability to assess processes, identify automation opportunities, and translate business needs into practical solutions
- Ability to balance efficiency and automation with risk and compliance requirements by embedding appropriate controls and supporting ongoing governance of workflows
- Hands-on experience configuring workflow automation or low-code platforms (e.g., digital forms, task routing, approvals, notifications)
- Experience translating process requirements into implemented, user-friendly solutions
- Demonstrated ability to work collaboratively across business and technology teams to design and sustain technology-enabled processes
- Proficient with Microsoft technologies (e.g., M365, Power Platform, SharePoint, Teams, Copilot) and able to leverage them to enhance process execution
- Experience supporting the rollout and adoption of new processes or tools, including communication, training, and user support
- Ability to manage multiple priorities, adapt to changing needs, and take a practical, solutions-focused approach
- Strong communication and interpersonal skills, with the ability to clearly explain processes and build trust with stakeholders
- High attention to detail with strong organizational and time management skills
- Committed to continuous learning, with an interest in emerging technologies and improving employee and member experiences
Qualifications
- Post-secondary education in Business Administration, Communications, Technical Writing, or a related field, or an equivalent combination of education and experience
- 3–5 years of experience in financial services, with strong exposure to branch operations, procedures, frontline workflows, process design, optimization and automation is an asset.
- Demonstrated experience developing, documenting, and maintaining business processes and procedures (experience with documentation platforms such as SweetProcess or similar tools is an asset)
- Certification in Lean, Six Sigma (e.g., Yellow or Green Belt), or other continuous improvement methodologies is considered an asset
- Proven ability to translate complex processes into clear, user-friendly documentation tailored to different audiences
- Demonstrated ability to think critically and identify opportunities for process improvement, simplification, and innovation while translating technology capabilities into practical, user friendly workflows.
- Demonstrated experience using Microsoft 365 ecosystem tools including SharePoint, Power Platform (Power Automate, Power Apps), Teams, and AI-enabled tools such as Copilot.
- Experience with change management methodologies and rolling out process change across multiple teams.
- Experience collaborating with cross-functional teams and subject matter experts to gather requirements, validate content, and implement changes
- Highly developed written communication skills, including grammar, structure, and attention to detail
- Strong organizational and time management skills, with the ability to manage multiple priorities and maintain accuracy under tight timelines
- Strong understanding of operational risk, compliance requirements, and the importance of standardized procedures within a multi-branch environment
Pay: $70,000.00-$90,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Wellness program
Work Location: In person
