Manager Projects Processes Technical Support

Employment Type:

Full Time, Permanent

Work Hours/Week:

40

Career Level:

Experienced Hire/Professional

Pay Type:

Salary + Variable Bonus

People Manager:

No

Work Location / Market:

FACE Office / Remote work with target clients across Canada.

Posted Date:

November 14, 2025

Application Deadline:

November 21, 2025

The opportunity:

The Manager, Projects, Processes & Technical Support is responsible for leading cross-functional initiatives that improve the organization's operational efficiency, technology infrastructure, and process governance. This role oversees project planning and implementation, process mapping and optimization, systems integration, and the coordination of technical support to internal teams and external partners.

The Manager acts as a project coordinator on special projects and ensures that all operational projects align with the organization's strategic plan, risk framework, and compliance requirements, while maintaining a culture of continuous improvement and service excellence.

Project Management

• Lead planning, execution, and delivery of strategic and operational projects (technology, process, and system improvements).
• Develop project charters, work plans, budgets, risk registers, and performance metrics.
• Coordinate with internal departments (IT, Risk, Lending, Finance, HR, etc.) and external vendors to ensure timely and on-budget delivery.
• Establish and maintain project governance structures, including progress reporting to senior leadership and committees.
• Conduct post-implementation reviews and lessons-learned documentation. Process Management & Optimization
• Map, document, and evaluate business processes across departments to identify inefficiencies and bottlenecks.

• Develop standardized process documentation and internal control frameworks.

• Recommend automation, digitization, and workflow enhancements.

• Support compliance alignment with regulatory standards, ISO, and internal quality-control requirements.
• Act as a learning and development facilitator for clients leveraging an LMS to bolster wrap-around support.
• Train staff on new processes, systems, and standard operating procedures. Technical Support & Systems Administration
• Oversee the delivery of Tier 1–2 technical support for enterprise systems (CRM, ERP, loan management, HRIS, etc.).
• Coordinate with vendors or IT teams for escalations, troubleshooting, upgrades, and integrations.
• Maintain system documentation, permissions, and data integrity.
• Support cybersecurity and data privacy compliance activities.
• Develop user training materials and conduct periodic refresher sessions. Governance, Reporting & Continuous Improvement
• Prepare reports, dashboards, and presentations for senior management and board committees.
• Monitor KPIs related to project delivery, process efficiency, and technical service performance.
• Contribute to the organization's Balanced Scorecard and enterprise risk management (ERM) metrics.
• Identify opportunities for continuous improvement, innovation, and cross-functional collaboration.

• Bachelor's degree in Business Administration, Engineering, Computer Science, Information Systems, or related field.
• Project Management Professional (PMP) or PRINCE2 certification preferred.
• Lean Six Sigma Green Belt or equivalent process improvement certification an asset.
• Minimum 5 years' experience in project management, improvement, or IT/operations leadership.
• Experience in financial services, nonprofit lending, or government-funded institutions preferred.
• Proven record in managing multi-disciplinary teams and vendors.
• Strong understanding of project management tools and methodologies (Agile, Waterfall, hybrid).
• Proficiency with Microsoft 365, SharePoint, CRM/ERP systems (e.g., Salesforce, ADP, Sage Intacct).
• Excellent analytical, organizational, and problem-solving abilities.
• Strong communication, facilitation, and presentation skills.
• High attention to detail and commitment to compliance and documentation standards.
• Demonstrated leadership in cross-departmental collaboration and change management.