As the Senior Specialist – Shared Service Centre, you will play a pivotal role in overseeing and supporting the end-to-end operations of Cim Finance’ s customer application processing team.

You will drive process improvements, maintain high stakeholder coordination, and ensure quick turnaround for application processes and queries. Your expertise in agile methodologies will help us meet variable loads and unexpected traffic without compromising processing efficiency.

Key Responsibilities:

• Develop and maintain capabilities that align with current and future business needs by engaging with key internal stakeholders.
• Work closely with internal business stakeholders to identify and prioritize shared services management and delivery.
• Maintain proactive and consistent communication to build credibility and trust in service delivery.
• Provide periodic reports on strategy, targeted initiatives, and progress towards achieving business objectives.
• Explore, identify, and implement ways to optimize shared service performance and delivery.
• Provide guidance to business leaders on escalated issues, aiming for swift resolution.
• Collaborate with Heads of Departments and teams to achieve continuous improvement in processes, service, and product design.
• Ensure all SLAs are met and continually work to remove bottlenecks and reduce processing time.
• Track team performance and proactively address operational bottlenecks impacting service quality or turnaround time.
• Actively supervise the team’s daily activities to ensure alignment with operational priorities and service expectations.
• Monitor individual and team KPIs, identify performance gaps, and implement corrective actions where needed.
• Coach, develop, and motivate the team through ongoing guidance, on-the-job support, and structured performance reviews.

Candidate Profile:

• Degree in Finance/Business Management or equivalent. Project Management certification is advantageous.
• At least 8 - 10 years' experience in operations within the financial services or related industry.
• Strong IT skills,
• Excellent written and verbal communication skills (English & French),
• Good negotiation skills,
• Proactive and solution-oriented,
• Ability to work under pressure