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About the Role

The Senior Manager, Operational Excellence leads the operational transformation and continuous improvement agenda across Operations. The role is accountable for identifying, prioritizing and delivering measurable improvements in efficiency, productivity, capacity, quality and employee experience through process redesign, Lean and Six Sigma practices, intelligent automation, artificial intelligence (AI), robotic process automation (RPA), workflow optimization and performance analytics. The Senior Manager translates enterprise and Operations priorities into a practical improvement roadmap, supported by disciplined opportunity intake, business cases, delivery governance, change adoption and benefits realization. Working across Retail Operations, Specialized Operations, Member Services & Support and control functions, the role simplifies end-to-end processes, reduces manual effort and builds scalable operating capability. The role partners closely with Operations leaders, Technology, Risk, Compliance, Transformation, Data and external providers to implement sustainable solutions within Meridian standards and risk appetite. Through a specialized team and cross-functional delivery partners, the Senior Manager strengthens continuous improvement capability and enables responsible adoption of emerging technologies across Operations.

Responsibilities

Develop and execute the operational excellence strategy and multi-year improvement roadmap for Operations, aligned with enterprise and divisional priorities.
Establish a consistent approach to opportunity intake, assessment, prioritization, sequencing and governance across process improvement, automation and productivity initiatives.
Lead end-to-end process reviews, value stream mapping, root-cause analysis and future-state design to remove waste, duplication, rework, bottlenecks and unnecessary complexity.
Apply Lean, Six Sigma and other continuous improvement disciplines to improve process capability, quality, speed, consistency and control effectiveness.
Maintain a transparent portfolio of initiatives, dependencies, risks, decisions, resource requirements and expected business outcomes.
Research emerging practices and technologies and assess their relevance to Operations priorities and future operating models.
Own the Operations pipeline for AI, intelligent automation, RPA, workflow and process-mining opportunities, from ideation through implementation and optimization.
Partner with Technology, Data, Risk, Compliance and business teams to translate operational needs into scalable, secure and sustainable solutions.
Develop business cases and requirements that clearly define the problem, target process, expected benefits, control impacts, implementation needs and ongoing ownership.
Promote responsible use of AI and automation, including appropriate human oversight, testing, documentation, monitoring, escalation and adherence to enterprise standards.
Lead implementation and operational readiness activities for automation and workflow solutions, including process changes, training, communications and adoption.
Monitor solution performance and work with partners to resolve defects, manage exceptions and continuously improve realized value.
Develop productivity and capacity-improvement frameworks that enable consistent measurement of workload, effort, throughput, turnaround time, quality and resource utilization.
Use operational data and process insights to identify performance gaps, demand patterns, root causes and opportunities to release or redirect capacity.
Establish baselines, targets and benefits-realization plans for improvement initiatives, including financial, capacity, service, quality, risk and employee-experience outcomes.
Validate and report realized benefits, distinguish one-time from sustainable improvements and ensure benefits are embedded in operating plans and performance routines.
Support Operations leaders with workload balancing, workforce planning, service-level trade-offs and prioritization decisions.
Develop concise executive reporting on the improvement portfolio, delivery status, realized outcomes, risks and decisions required.
Lead cross-functional initiatives involving process redesign, technology implementation, operating-model change and service transformation.
Facilitate workshops and working sessions to define problems, align stakeholders, design solutions and accelerate decisions.
Build trusted relationships across Operations, Technology, Transformation, Data, Risk, Compliance, Finance, Human Resources and Member Experience.
Apply structured change-management practices to ensure affected teams understand, adopt and sustain new processes, tools and ways of working.
Anticipate delivery and adoption risks, escalate issues appropriately and ensure clear accountability for decisions and follow-through.
Coordinate external vendors or professional-service partners where required and monitor delivery against agreed outcomes.
Build a high-performing, engaged and inclusive team focused on operational excellence, innovation, measurable outcomes and practical execution.
Provide leadership, coaching, performance management, succession planning and professional development for direct reports.
Develop process-improvement, automation, AI, analytical, change and benefits-realization capabilities across the team and broader Operations portfolio.
Create standards, toolkits, training and communities of practice that enable leaders and employees to identify and implement improvements.
Promote curiosity, disciplined experimentation, open communication, accountability and sharing of leading practices.
Communicate priorities, progress, outcomes, risks and recommendations clearly to senior leaders, partners and delivery teams.

Requirements

Advanced knowledge of operational excellence, Lean, Six Sigma, process engineering, value stream mapping, root-cause analysis and continuous improvement methodologies.
Demonstrated ability to lead complex process transformation, intelligent automation, AI, RPA, workflow or digital enablement initiatives.
Strong understanding of process mining, automation lifecycle management, operational analytics, governance and responsible technology adoption.
Advanced analytical and problem-solving skills, with the ability to convert structured and unstructured data into clear recommendations and action.
Demonstrated capability in portfolio management, business-case development, prioritization, benefits realization and executive reporting.
Strong project, program and change-management skills, with a focus on implementation, adoption and sustainability.
Knowledge of operational risk, internal controls, privacy, compliance and audit considerations within a regulated environment.
Highly developed facilitation, communication, presentation, negotiation and strategic influencing skills.
Ability to lead across organizational boundaries and mobilize cross-functional partners without direct authority.
Strong business and financial acumen, Member orientation and judgment in complex or ambiguous situations.
Ability to develop talent, build inclusive teams and encourage curiosity, learning, innovation and accountability.
Proactive, practical and self-directed, with the agility to move between strategic priorities and detailed delivery challenges.
Experience with workflow platforms, automation tools, data visualization and Microsoft productivity tools is required.
Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Skills

Operational Excellence
Lean
Six Sigma
Process Engineering
Value Stream Mapping
Root-Cause Analysis
Continuous Improvement
Process Transformation
Intelligent Automation
AI
RPA
Workflow Optimization
Digital Enablement
Process Mining
Automation Lifecycle Management
Operational Analytics
Governance
Responsible Technology Adoption
Analytical Skills
Problem-Solving
Portfolio Management
Business Case Development
Prioritization
Benefits Realization
Executive Reporting
Project Management
Program Management
Change Management
Implementation
Adoption
Sustainability
Operational Risk
Internal Controls
Privacy
Compliance
Audit
Facilitation
Communication
Presentation
Negotiation
Strategic Influencing
Cross-functional Leadership
Business Acumen
Financial Acumen
Member Orientation
Talent Development
Team Building
Curiosity
Learning
Innovation
Accountability
Agility

Location

St. Catharines Corporate Office
Toronto Corporate Office
Etobicoke, ON

Work Type

Hybrid

Experience Level

Senior Manager
Seven or more years of progressive experience in operational excellence, process improvement, transformation, automation, operating-model design or operational strategy
People or program leadership experience

Education Level

Undergraduate degree in business, engineering, operations management, technology, finance or a related discipline, or an equivalent combination of education and experience.
Lean Six Sigma Black Belt or comparable advanced process-improvement certification is strongly preferred.
Project management, Agile, change-management or automation-related certification is an asset.

Salary/Compensations

CAD $95,000.00 to $135,000.00 annually

Benefits

Inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
Tools and technology needed to delight your candidates and clients
Opportunity to work with and learn from diverse industry leaders
Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues

About the Company

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are.
Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve. Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.
At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness.

Equal Opportunity

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are 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.