Supervisor Central Administration

*Internal Posting - Applicants must be a current member of United Steelworkers Union local 1064

Supervisor Central Administration

Reporting to the Senior Manager, Finance & Operations, the Central Administration Supervisor is a unionized working supervisor responsible for overseeing the day-to-day operation of the Central Administration department while maintaining an active role in departmental processing functions. The incumbent provides leadership, guidance, training, and operational support to Central Administration Clerks, ensuring work is completed accurately, efficiently, and in compliance with established policies, procedures, regulatory requirements, and service standards.

The Central Administration Supervisor coordinates workflow, monitors quality and operational controls, manages escalated and complex files, and supports the ongoing development of staff and processes. The role serves as a key liaison between Central Administration, branch operations, League Data, auditors, and other stakeholders to support consistent and effective back-office service delivery across the organization.

As Sydney Credit Union's primary designated representative to Concentra Trust, the incumbent is accountable for overseeing registered product administration and ensuring compliance with trustee requirements, regulatory obligations, and reporting requirements to Concentra Trust and the Canada Revenue Agency (CRA).

This position provides leadership in supporting operational excellence, risk management, staff development, and continuous improvement initiatives while balancing supervisory responsibilities with hands-on operational work. The role is accountable for maintaining established service standards, safeguarding operational integrity, and operating within approved decision-making authorities.

Key Responsibilities

Workflow and team direction

• Plan, assign and balance the clerks' daily work across functions. Set priorities for month-end, RRSP season and tax slip season.
• Assign one Central Administration Clerk to clearing on a full-time basis, as the function requires one full-time equivalent. Responsibilities include daily clearing exceptions, returned or rejected items, NSF and stop payments, holds, and settlement reconciliation. Ensure trained backup coverage and handle items that exceed the clerk’s authority.
• Keep a cross-training plan so that every function has at least two trained clerks.
• Train new and current clerks in procedures, systems and new functions. Act as the go-to resource on hard files.
• Arrange workflow, vacation coverage and backup within the collective agreement.
• Give management regular input on each clerk's performance, training needs and recognition.

Quality and control

• Run a quality review program: sample-check completed files, track error trends, and fix root causes with clerks and branches.
• Provide the second sign-off on payment arrangements, fee reversals, hold releases and fraud decisions above clerk limits.
• Keep segregation of duties in place, so no clerk quality-checks their own work. Confirm every segregated daily report is checked and evidenced by initials or a SharePoint note and kept for its retention period.
• Keep desk procedures, checklists and decision matrices current. Bring changes to the Senior Manager, Finance & Operations or designate for approval.
• Log records for manager/designate for the monthly and quarterly operational report spot checks (e.g., 005-1, 010-1, 054-1, 186-1, 187-1, 014-3, 198-2). General Manager-level reviews stay with the Senior Manager, Finance & Operations.
• Coordinate responses to internal audit, external audit and examiner requests for Central Administration.

Escalations and expanding functions

• Make the call on escalated cases within the Supervisor's limits. Refer anything above them to the Senior Manager, Finance & Operations
• Escalate collections accounts past the early stage to Lending
• Escalate suspicious or unusual transactions to the CAMLO.
• Oversee Central 1 fraud alert handling (EFM and FAS). Make sure a trained backup Alerts Person is always named, alerts are actioned promptly, and SARs are complete. Review the monthly fraud spreadsheet and report trends to the Manager, Risk & Compliance
• Lead the phase-in of each new function (collections, inactive accounts, renewal outreach, fraud decisioning). That includes writing the procedures, drafting decision limits for SENIOR MANAGER, FINANCE AND OPERATIONS approval, training, and a post-launch review.

Branch & League Data liaison and reporting

• Act as the main contact for branch managers and member facing team on Central Administration service
• Agree with service standards with the branches and report on how the team is doing against them.
• Act as credit union’s contact with League Data on operations and administration matters. Open support tickets, give League Data the details and examples it needs, follow up until each issue is resolved, and keep a log of open tickets. Escalate tickets that are overdue or affect members to the Senior Manager, Finance & Operations
• Report monthly to the Senior Manager, Finance & Operations on volumes, turnaround, quality, exceptions, and registered products compliance.
• Suggest process and automation improvements.

Hands-on processing

• Carry a regular share of Central Administration processing in any of the clerk’s functions.
• Handle complex or sensitive files directly: estates, unusual payouts, disputed holds and high-value items.

Registered products compliance

The Supervisor is SCU's primary designated representative to Concentra Trust and is accountable for the accuracy and timeliness of registered plan administration and reporting. Clerks prepare the work; the Supervisor reviews it, signs off and submits it.

Concentra Trust (trustee)

• Act as the primary contact with Concentra Trust for RRSP, RRIF, TFSA and FHSA products. Keep SCU's designated-representative records current and name a trained backup.
• Make sure SCU administers its plans as its trustee agreement and Concentra's procedures require.
• Review and submit the annual Contract Liability/Reconciliation and the Certificate of Compliance.
• Respond to Concentra reviews, audits, data requests and variance follow-ups. Track any corrective actions to completion.
• Pass Concentra product, rule and procedure updates on to clerks and branch staff and arrange training.

Canada Revenue Agency

• Make sure registered plan tax slips (T4RSP, T4RIF) are accurate, complete and issued on time, including slips produced in-branch.
• Review and approve withholding tax calculations and remittances on RRSP and RRIF withdrawals.
• Make sure the plan data SCU sends to Concentra for its trustee filings with CRA (such as TFSA and FHSA) is accurate.
• Oversee estate files with registered plansdelivered to central administration, including final tax slips and CRA submissions, or forward to Concentra Trust Estate Payout unit for administration.
• Handle CRA inquiries and follow-up on SCU's registered plans together with Concentra.

Registered plan controls

• Reconcile registered plan balances to the GL every month and investigate any variances.
• Review contracts, transfers, maturities and retentions for complete documentation.
• Keep a calendar of registered plan deadlines and report status to the branch.
• Keep the registered products policy and procedures current. Recommend updates as rules change (such as FHSA).

The Ideal Candidate

• Education and experience
  • Post-secondary diploma or degree in business, finance or accounting, or equivalent experience
  • At least 5 years in financial institution operations, including lending administration and registered plans
  • At least 1 year in a lead, senior clerk or training role, or equivalent experience directing others
  • Registered plans training (Concentra or CSI) required, or to be completed within 6 months. Credit union operations or supervisory courses are an asset.

• Knowledge
  • Every Central Administration function at a level where they can train others and settle exceptions
  • Registered plan rules (RRSP, RRIF, TFSA, FHSA), trustee requirements, and CRA slip and withholding tax rules
  • AML/ATF, privacy and record-keeping obligations, and how to escalate to the CAMLO
  • Internal controls, reconciliation and audit support
  • Working within a collective agreement

• Skills
  • Organizing work, setting priorities and balancing workload across a team
  • Coaching and training, with clear written and spoken communication
  • Sound judgment on exceptions and escalations, with written reasons
  • Strong Excel skills; Power BI and core banking system reporting
• Competency
  • Leads by example as a working member of the team
  • Accountable for accuracy and deadlines
  • Build strong working relationships with branches and with Concentra
  • Continuous improvement mindset
  • Integrity and discretion with confidential member and staff information

Compensation:

This is a full-time position covered by the Collective Agreement between Sydney Credit Union Limited and United Steelworkers, Local 1064. The rate of pay for this position will be equivalent to the Branch Supervisor classification as outlined in Appendix A of the Collective Agreement. The classification and rate of pay are subject to the execution of a Memorandum of Understanding between the Employer and the Union, which has been agreed to in principle by both parties.

This position will be primarily based out of the Sydney River branch however, as with all positions at Sydney Credit Union, this role could be expected to work in any of our locations.