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G&F Financial Group Logo

Manager, Service Design

Banking, Finance and Insurance
Software and Programming
Full Time
Burnaby, BC     

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Manager, Service Design

Burnaby Corporate Office


G&F Financial Group is looking for a progressive, solution-oriented individual to join the G&F team as Manager, Service Design. This person will play a key role in facilitating an exceptional member experience through the efficient use of sales processes and tools. The incumbent partners with Member Experience stakeholders and all other areas of the organization to ensure a smooth transition between frontend and backend processes, leveraging technology when possible and using efficient project management skills and Lean philosophy in introducing new processes.


Core Outcomes

Sales Process Improvement

  • Reviews member facing processes for efficiency; identifies opportunities to create capacity and add value.
  • Reviews processes for alignment with organizational strategies and regulatory requirements and implements recommended changes as required.

 Research & Analysis

  • Conducts staff focus groups in order to identify roadblocks and opportunities for automation and process improvement.
  • Conducts market research for the purpose of benchmarking G&F Financial Group with other credit unions on productivity and operational structure.
  • Works with external consultants to identify process improvement opportunities and solutions.
  • Develops recommendations for re-engineering and automating systems and processes.

 Project Management

  • Works with and/or leads internal teams to plan, manage and implement complex organizational projects.


Technical Implementation & Maintenance

  • Manages the process of configuration, release, administration and ongoing maintenance of internal sales systems including but not limited to the customer relationship management system (CRM) and scorecard system.
  • Develops and implements mechanisms to measure effectiveness of new processes; follows up with recommendations regarding re-evaluation of changes.
  • Creates, reviews and updates instructional manuals for document systems and processes.
  • Provides change management support on all process systems that are implemented.
  • Partners with Human Resources to provide training to employees on system use, provides training support and communicates system changes to employees.

Qualifications Required

  • Post-secondary business degree
  • 4 - 6 years related experience
  • Knowledge of financial products and functions (loans, deposits, wealth management), sales processes and Lean philosophy
  • Strong research, business analytics and project management capabilities
  • Progressive and solutions-oriented approach to projects with an inclination to consider the customer’s journey
  • Equivalent combination of the above may be appropriate


Why work for G&F?

As well as working alongside a passionate and empowered group of fellow professionals and an opportunity to build, develop and further your career, we offer a comprehensive compensation plan with a fantastic array of benefits including fully paid group health premiums, an unbeatable RRSP contribution program and a staff loan program with preferred interest rates. G&F also offers a unique culture of community involvement where you can contribute to causes that are important to you. You can feel great about working for us!


How to Apply:

Please submit your application online through  We sincerely thank all applicants for their interest; however, only shortlisted candidates will be contacted for an interview.

Posted: October 11, 2016
Closes:October 31, 2016
Email Address:
Company Info
51-200 employees
Banking & Finance

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About G&F Financial Group

G&F Financial Group is a member-owned financial institution with almost 28,000 members and approximately $1.4 billion in assets under administration.

14 branches are located throughout t...