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About the Role

The Manager, Operational Excellence leads the New Business Onboarding function, ensuring operational readiness, governance, workflow design, team performance, and continuous improvement for new products, programs, national accounts, and syndication partner onboarding. This role collaborates cross-functionally to ensure controlled, efficient program launches aligned with service levels and supported by necessary processes, documentation, systems, training, and controls. The Manager also resolves escalations, monitors performance, and drives improvements in efficiency, service quality, risk management, and customer experience.

Responsibilities

Lead onboarding for new products, programs, national accounts, and syndication partners, ensuring operational readiness and alignment to business priorities and service standards.
Partner with stakeholders to define workflows, documentation requirements, system impacts, approvals, training, controls, and launch readiness.
Recommend pilot activities, success criteria, and go/no-go decisions; review new program structures for efficient support across Operations and Credit.
Ensure applicable policies, standards, documentation requirements, and regulatory obligations, including AML and KYC, are embedded into onboarding processes.
Maintain resourcing plans, management metrics, SLA tracking, and reporting on deliverables, escalations, approvals, outstanding items, and launch progress.
Direct daily onboarding operations, queue management, workflow capacity, service levels, and issue resolution.
Provide coaching, development support, and performance feedback while reinforcing accountability, collaboration, and consistent execution.
Work cross-functionally to remove obstacles, resolve escalations, improve service delivery, and support strategic business objectives.
Act as the primary point of contact for onboarding governance, workflow design, due diligence, and transaction readiness for new programs and products.
Support deal review and remediation by working with stakeholders to resolve pending items, declines, deficiencies, and transaction issues.
Ensure documentation is complete, signed, properly reviewed, and aligned with credit approval, funding, quality control, and internal control requirements.
Review post-implementation results, assess error trends, and address training, knowledge, or process gaps.
Lead process, technology, and operating model improvements to increase efficiency, scalability, quality, risk management, and customer experience.
Evaluate and redesign workflows, controls, handoffs, procedures, and service practices to reduce manual effort, eliminate duplication, improve cycle times, and strengthen execution quality.
Partner with stakeholders to identify, prioritize, and implement automation, workflow optimization, system enhancement, and digital transformation opportunities.
Establish performance metrics, dashboards, root-cause analysis, and post-implementation review disciplines to measure outcomes and drive sustainable improvement.
Maintain operational standards, procedures, training resources, and governance frameworks that support consistency, compliance, change adoption, and operational readiness.

Requirements

Strong knowledge of leasing operations, lease documentation, application and production systems, CRM tools, and related agreements.
Ability to lead program implementation, support change management, and act as a subject matter expert on cross-functional initiatives.
Strong analytical, problem-solving, decision-making, organizational, and time-management skills, with high attention to detail.
Strong communication skills, with the ability to engage employees, leaders, clients, and business partners clearly and professionally.
Experience identifying process improvement opportunities and supporting adoption of new processes, systems, procedures, and tools.
Ability to manage multiple priorities, work under pressure, exercise sound judgment, and remain focused in a high-volume environment.
Strong service orientation, accountability, business acumen, partner orientation, integrity, and commitment to quality.
Ability to work independently, remotely, and in a virtual team environment.
French fluency is an asset.
Bilingual preferred.

Skills

Microsoft Word
Microsoft Excel
Collaboration tools
Lease documentation/accounting software
CRM systems
AI
Emerging technologies
Low/no code tools (e.g., Microsoft Power Platform)
Generative AI productivity tools (e.g., Microsoft Copilot)
Critical Thinking
Data Driven
Curiosity
Flexibility

Location

Toronto Corporate Office

Work Type

Hybrid
12-month contract

Experience Level

Minimum five years of relevant industry experience
Minimum five years of relevant experience in leasing, equipment finance, vendor finance, operations, program implementation, or business onboarding.
Experience leading operational workflows, supporting change initiatives, coaching team members, and driving process improvement in a service-focused environment.

Education Level

Bachelor’s degree in business, marketing, or a related discipline is preferred.

Salary/Compensations

CAD $95,000- $120,000

Benefits

Inclusive and collaborative working environment
Tools and technology needed to delight candidates and clients
Opportunity to work with and learn from diverse industry leaders
Hybrid work arrangements
Remote work policy with flexibility
In-person office time for collaboration, innovation, and relationship building

About the Company

Meridian's aspiration is to integrate purpose into everything they do for people, the planet, and communities.
Meridian OneCap Credit Corp is an equipment and finance company providing a broad range of financial services to businesses throughout Canada.
Meridian Credit Union is Ontario’s largest credit union with over 70 years of banking history.
Meridian OneCap is a provider of asset financing in the form of capital leases.
Committed to being the best provider of specialized equipment financing services to strategic vendors across Canada.
Service-oriented culture and exceptional professionals serve strategic partners with value-added service and constructive solutions.
Provides customized leasing solutions to help companies sell equipment and to companies that lease equipment.
Enables manufacturers and vendors to provide customers with value-added services that help customers acquire equipment efficiently and gives companies a competitive edge.
Helps end users preserve working capital while benefiting from equipment use.
Team is known as industry leaders, earning reputation through consistent delivery of financing programs with efficient transaction process and superior customer service.
Largest direct sales force within the Canadian market.
At Meridian, we’re not just adapting to the future—we’re shaping it.
See talent as a catalyst for sustainable growth, community impact, and future-readiness.

Equal Opportunity

Meridian OneCap is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
Dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.