Manager, Office Experience

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Work

The Manager, Office Experience is in charge of overseeing and optimizing all aspects of office operations, with a focus on managing contractors, coordinating with vendors, records management oversight and enhancing existing processes while creating new ones. This role ensures that the office runs smoothly and efficiently, aligning operational strategies with organizational goals. The Manager, Office Experience plays a crucial role in negotiating and maintaining vendor relationships, monitoring contract compliance, and identifying opportunities for process improvements to support a productive and cost-effective work environment. The ideal candidate will be experienced in handling a wide range of administrative related tasks, exercise excellent judgment, and be able to work independently with little or no supervision. The role requires the candidate to be onsite 5 days per week during regular business hours.

The core parts of your role would be to:

• (50%) Office Experience Service Delivery Model
• Development and management of all Office Experience programs (cleaning, food & beverage, security, on site paramedical).
• Collaborate and support internal Events team and IDEA team (Inclusion, Diversity, Equity and Accessibility) events.
• Collaborate with the Green Team to evolve the sustainability plan in office
• Day to day relationship management of building cleaners through Tenant portal
• Resourcing, staffing of Office Experience requirements and RFPs for all main services to ensure right fit.
• Drive operational effectiveness by measuring, monitoring and improving performance of contractors on each project thereby increasing operational efficiencies
• Hire, coaching, develop contractors and full time FTE




(20%) Administration

• Engages the internal customers to continuously improve the service and processes
• Organize office operations and procedures
• Design and implement office policies
• Manage customer inquiries through the office assist mailbox as needed and gather customer feedback via surveys
• Maintain a solid understanding of our legal & regulatory obligations for our and our customer base and provide training.




(15%) Physical Records Management

• The Incumbent will provide Physical Records Management oversight support to the office team.
• Duties will involve the systematic organization, maintenance, and protection of company records throughout their lifecycle. This includes establishing efficient filing systems, ensuring compliance with retention policies and legal requirements, and facilitating the retrieval of information as needed. The role also entails implementing security measures to safeguard sensitive data and continuously improving records management processes for enhanced efficiency and accessibility.
• Will be responsible for implementing and maintaining all offsite records database, ensure effective transfer of files and records from all divisions and dispose according to retention schedules and policies. The incumbent will also be liaison with offsite facility to maintain all archives.




(15%) Relationship Management

• Establish and maintain working relationships with internal support groups, other business units, suppliers, and clients. Accountable to mediate and resolve complaints or issues that arise within the department.
• Establish and maintain relationships with the bank’s vendors and service providers.
• Management relationship with landlord in regards to all inquiries and services required.

Let's Talk About You!

• 5+ years of experience in an Office Management capacity
• 3+ years of people management experience.
• Post-secondary education (Diploma/ University Degree)
• Can define own role, take on responsibilities and manage priorities with minimal guidance;
• Strong leadership and, staff development and conflict resolution skills;
• Ability to develop and nurture a team environment that provides superior customer service to its internal and external customers;
• The highest level of interpersonal skills including excellent listening, oral and written communication ability with all levels of staff and outside vendors.
• Ability to adapt to our rapidly changing environment as well as day-to-day unpredictability
• An amazing multi-tasker who can change directions quickly and with ease
• Immaculate attention to detail and ability to anticipate and address needs/issues before they occur.
• Must be self-leading with strong skills in emotional regulation, change management, analytics and customer centricity.
• Able to perform frequent physical lifting of up to 20lbs; long periods of standing, sitting, walking and focus on computer monitor required.
• Advanced computer skills, particularly in MS Office (Outlook, Excel, PowerPoint and Word)
• This individual must be exceedingly well organized, flexible, courteous, and enjoy the administrative challenges of supporting an office of diverse people.

Job Complexities / Thinking Challenges:

• The incumbent works on assignments requiring considerable judgment and initiative.
• The Manager should have a solid understanding of common functionality of the company as a whole.
• The incumbent is expected to keep themselves updated at all times of the changes in the company’s policies and requirements of the regulatory bodies.
• The position requires the incumbent to be a self-starter and make sound decisions as efficiently as possible.
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• The incumbent will be able to make decisions as to how to improve the operations of the organization.
• The position requires an individual who can conceptualize and execute a project from beginning to end and, with minimal oversight, define the business unit requirements to achieve the objective with an understanding of the impact that changes may have on other functional areas within the Company.

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!