Manager, SBN Workplace Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, SBN Workplace Operations based in Canada.

This role leads workplace operations and employee support within a large, multi-floor corporate campus environment.

You’ll manage a team responsible for delivering consistent, high-quality onsite and virtual workplace services.

The position combines people leadership, service delivery, stakeholder management, safety, and operational excellence.

You’ll monitor service performance, resolve escalated issues, and ensure workplace processes meet established standards.

The role also provides an opportunity to improve employee experiences through data-driven decisions and continuous process improvement.

You’ll collaborate closely with senior leaders, business partners, facilities, security, technology, and other operational teams.

This is a high-impact environment suited to an experienced operations leader who thrives on accountability, collaboration, and service excellence.

Accountabilities

• Lead and manage a team of Operations Leads, Guest Support, Ground Reception, and Coordinators, ensuring operational excellence and consistent service standards across the workplace.
• Provide onsite employee support while overseeing virtual support through platforms such as Microsoft Teams, workplace collaboration tools, employee portals, visitor management systems, and centralized workplace technology.
• Monitor and report on floor capacity and workplace utilization using tools such as OfficeSpace and related centralized systems.
• Coach, develop, and support team members through structured feedback, training, performance management, and professional development.
• Establish and monitor team goals, performance metrics, service volumes, and operational trends, providing recommendations and updates to senior leadership.
• Ensure workplace support provided to business partners and executives aligns with operating models, service expectations, and organizational priorities.
• Manage end-to-end workplace service processes and maintain established service-level standards.
• Resolve escalated employee requests, concerns, and complaints involving facilities, maintenance, supplies, mail, technology, security access, lockers, keys, and related workplace services.
• Monitor workload across Operations Leads, identify capacity opportunities, and allocate resources effectively to support additional value-added initiatives.
• Build strong relationships and alignment with internal stakeholders and related operational teams to achieve workplace objectives.
• Oversee shared operational communications, ensuring questions and escalated concerns are addressed promptly and appropriately.
• Support employee experience initiatives by identifying operational challenges, investigating root causes, and developing practical solutions.
• Maintain accurate records related to employee security access, keys, and lockers, while coordinating with building security and ensuring access principles are followed.
• Support occupational health and safety, fire safety, and building compliance requirements, including maintaining relevant records and ensuring designated teams receive required training.
• Develop, maintain, and improve workplace procedures, guidelines, processes, and documentation across the campus.
• Use data gathering, analysis, and operational insights to identify opportunities for process improvement and reinforce organizational change.
• Support business continuity, compliance, operational risk management, and other control requirements while ensuring day-to-day activities align with applicable policies and standards.
• Partner with the Senior Manager on daily execution, operational planning, strategic initiatives, and continuous improvement of the workplace operating model.

Requirements

• Undergraduate degree in Business Management, Operations, or a related discipline.
• At least 5 years of relevant professional experience leading teams, preferably within the financial services industry.
• Strong knowledge of people-performance management, coaching, delegation, and team development practices.
• Demonstrated ability to manage multiple priorities simultaneously, allocate resources effectively, and follow up on delegated responsibilities.
• Strong understanding of workplace operations, customer service, service-level management, and operational processes.
• Working knowledge of organizational structures, accounting controls, business continuity planning, and compliance reporting.
• Advanced proficiency with Microsoft Office Suite and familiarity with Power BI, OfficeSpace, visitor management systems, and other workplace technology platforms.
• Strong analytical and problem-solving abilities, including the ability to assess information from multiple sources, identify root causes, and develop effective solutions.
• Excellent communication and stakeholder-management skills, with the ability to work effectively with employees, business partners, executives, and operational teams.
• Strong customer-service mindset with the ability to build trust, manage escalations, and maintain high service standards.
• Ability to work effectively in a fast-paced environment with tight deadlines, critical service requirements, and changing priorities.
• Strong understanding of operational risk, regulatory compliance, workplace safety, and internal control expectations.
• Comfortable working across a multi-floor corporate environment and moving throughout the workplace as operational needs require.
• Willingness to work occasional non-standard hours and from home when required.

Benefits

• Full-time, 10-month contract opportunity.
• Position based in Toronto, Ontario, with a workplace-focused operating environment.
• Opportunity to lead a multidisciplinary workplace operations team within a large corporate campus.
• Exposure to senior stakeholders and cross-functional teams across facilities, security, technology, business operations, and employee services.
• Professional development opportunities through leadership, coaching, operational improvement, and workplace transformation initiatives.
• Opportunity to contribute directly to employee experience, service quality, operational efficiency, and continuous improvement.
• Inclusive and accessible workplace environment with accommodation support available throughout the recruitment and selection process.
• Dynamic environment offering experience across workplace operations, risk management, compliance, safety, and business continuity.