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Manager, Sales & Marketing Operations

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 370,000 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 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people’s lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World’s Best Banks 2023, 2022, and 2021 lists. 
The Work
Reporting to the Director, Marketing Growth Businesses, the Manager, Sales and Marketing Operations will refine, develop, and implement processes and technology to ensure our growing reverse mortgage sales team runs smoothly and efficiently. With sales reps focused on managing consumers through the reverse mortgage sales cycle, the Manager, Sales and Marketing Operations will streamline and smooth interactions through all aspects of the process. The manager’s responsibilities will include leading operations with sales and marketing, integrating feedback and best practices into process improvements, and assessing lead quality to better align marketing and sales focus. Core focus areas of this role will include managing lead operations cross-functionally with marketing, establishing robust processes to implement and measure the adoption of sales processes and tools and streamlining day-to-day workflows to maximize rep selling time.

The core parts of your role would be to:

  • Develop a deep understanding of sales reps’ processes and identify opportunities to streamline how they work
  • Become a strong champion for sales reps and work best practices into core processes to maximize their success
  • Provide operational training and support for sales-facing roles by providing documentation, video recordings, and ad-hoc sessions to ensure new processes and procedures are rolled out successfully and changes are adhered to
  • Identify, prioritize, pilot, and deploy full-funnel improvements to the customer experience collaborating closely with internal and external stakeholders i.e., CRM enhancements, call systems & tracking, appointment booking
  • Develop pilots and other test and learn approaches to rapidly test and measure the effectiveness of proposed solutions and evolve it as necessary
  • Take the lead on monthly initiatives related to sales operations, effectively engaging with marketing operations and sales partners to provide feedback
  • Manage the ongoing (Microsoft Dynamics) etc.
  • Monitoring the work maintenance and identify improvements for all sales related platforms including call platforms, appointment booking, CRM of a team of customer service agents who handle initial client calls, helping their direct manager implement processes to ensure effective top-of-funnel lead handling and conversion
  • QA calls through the sales funnel, identifying themes, challenges and opportunities
  • Explore future tech to enhance experience & conversion i.e. chatbots
  • Manage ongoing lead reporting, distribution and experience, researching and analyzing data to create sales forecasts
  • Build strong and collaborative working relationships with business partners and project teams
  • Serve as the business partner to Technology to manage Sales and Marketing technology and tools (e.g., telephone, chat, CRM, authentication systems, among others) 
  • Become a strong champion for sales reps and work best practices into core processes to maximize their success.

Let’s Talk About You

  • Has a bachelor’s degree in business, economics, or related field
  • Minimum of 7 years experience working in a sales and operations role; financial institution experiences an asset
  • Proficient in creating reports, optimizing processes, training new hires, and managing dashboards to drive sales effectiveness
  • Experience scaling a tech stack that has propelled a company’s pipeline; implementation and optimization of a CCaaS platform an asset
  • Experience using and working with Microsoft Dynamics; other CRM platform experience an asset
  • Experience using Microsoft Power Platform to automate tasks, run analytics
  • Solid experience and proven record in working closely with senior management across lines of business, along with conceptual and critical thinking
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, personal days and even a moving day 
🖥  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
The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.
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! 

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