Manager, Personal Assisted Teller
Top Benefits
About the role
Why FirstOntario?
- Competitive compensation packages
- Top-tier health and wellness benefits, including comprehensive benefits packages and a Health Spending Account
- Enhanced mental health benefits through SunLife and TELUS Health
- Exclusive banking benefits
- Flex-work environment
- Company-wide Employee Volunteer program (Blue Wave Program)
- Employee and Family Assistance Program
Job Overview
The Manager, PAT is accountable for leading a hybrid team of dedicated employees to create exceptional member experiences for existing and new members through our virtual branch channel. This role is responsible for cultivating a highperforming, motivated, and accountable team environment-both in-person and remote-while delivering a seamless endtoend member experience.
Role
- Focus on the endtoend member experience to build and maintain incredible relationships with those who do business with us
- Collaboratively develop strategies that increase Share of Wallet and lead your team to overdeliver on goals
- Proactively manage all 3rd party vendor relations and work together to enhance our abilities with technology
- Be actively involved in bringing the Member Experience Strategy to life through technology channels
- Be a key partner to Wealth, Business and Retail banking to support business objectives and provide endtoend service to our membership
- Accurately report on Key Performance Indicators to business partners that support the achievement of organizational objectives - including monitoring and supporting staff in achieving monthly referral and pipeline targets (Targets)
- Regularly coach and provide feedback to your team members-both onsite and remote-to build confidence, enhance capability, and foster a culture of continuous growth - including reviewing performance metrics/KPIs
- Motivate, recognize, and engage employees to maintain high morale, team connection, and sustained performance across the hybrid work environment
- Ensure team accountability through clear expectations, consistent followup, and transparent performance management practices
- Ensure a high standard of member service and relationship
- Steward digital enablement and multichannel usage to meet members' needs
- Assist with operational processes (RPA, balancing GL's)
- Ensure adherence to branch procedures, policies, and regulatory requirements (Know your member and branch staff, LOA, etc.)
- Consider healthsafety as a primary concern to ensure the overall wellbeing of your team and members
- Perform other duties as assigned
Required Skills
- Have a postsecondary diploma or degree in business or the equivalent of industry experience, along with a strong business acumen and wellversed people management skills
- Be technically sound in every aspect of the operations of a virtual branch department in the financial services industry
- Be analytical and detailoriented when it comes to sales reporting, identifying trends and reviewing the way we deliver our services
- Possess a teambuilding leadership style that is effective in coaching, developing, retaining, recognizing and motivating a hybrid team
- Demonstrate your sales management skills in setting and monitoring sales targets, plans, pipelines and activities
- Ability to model a culture of motivation, recognition, and accountability to strengthen engagement and performance across the hybrid team
- Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
- Be willing to work flexible hours including evenings and weekends as the job demands and travel as required
Please note this is a fixed-term position up to 18 months. This position is hybrid in Stoney Creek, ON.
This posting is for an existing vacancy.
Salary Range: $69,931 to $96,155 annually.
Compensation for this role reflects a combination of skills, experience, and internal equity. Those whose experience more closely aligns the role's requirements may be placed higher within the salary range. You will learn more about FirstOntario Credit Union's total rewards package during the interview process.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.
About FirstOntario Credit Union
When you do your everyday transactions, borrowing and investing with FirstOntario, you’re not just a member, you’re an owner. By joining FirstOntario, you become part of a special kind of organization – one that shares its profits and decision-making with the people who use its services.
With FirstOntario, you have a relationship with decision-makers from your own community, and you have a say in how we’re governed.
Today, FirstOntario Credit Union serves more than 115,000 Members with a full suite of banking products and has 29 locations serving 14 communities within the Hamilton, Halton, Niagara, Haldimand/Norfolk and Oxford regions.
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Manager, Personal Assisted Teller
Top Benefits
About the role
Why FirstOntario?
- Competitive compensation packages
- Top-tier health and wellness benefits, including comprehensive benefits packages and a Health Spending Account
- Enhanced mental health benefits through SunLife and TELUS Health
- Exclusive banking benefits
- Flex-work environment
- Company-wide Employee Volunteer program (Blue Wave Program)
- Employee and Family Assistance Program
Job Overview
The Manager, PAT is accountable for leading a hybrid team of dedicated employees to create exceptional member experiences for existing and new members through our virtual branch channel. This role is responsible for cultivating a highperforming, motivated, and accountable team environment-both in-person and remote-while delivering a seamless endtoend member experience.
Role
- Focus on the endtoend member experience to build and maintain incredible relationships with those who do business with us
- Collaboratively develop strategies that increase Share of Wallet and lead your team to overdeliver on goals
- Proactively manage all 3rd party vendor relations and work together to enhance our abilities with technology
- Be actively involved in bringing the Member Experience Strategy to life through technology channels
- Be a key partner to Wealth, Business and Retail banking to support business objectives and provide endtoend service to our membership
- Accurately report on Key Performance Indicators to business partners that support the achievement of organizational objectives - including monitoring and supporting staff in achieving monthly referral and pipeline targets (Targets)
- Regularly coach and provide feedback to your team members-both onsite and remote-to build confidence, enhance capability, and foster a culture of continuous growth - including reviewing performance metrics/KPIs
- Motivate, recognize, and engage employees to maintain high morale, team connection, and sustained performance across the hybrid work environment
- Ensure team accountability through clear expectations, consistent followup, and transparent performance management practices
- Ensure a high standard of member service and relationship
- Steward digital enablement and multichannel usage to meet members' needs
- Assist with operational processes (RPA, balancing GL's)
- Ensure adherence to branch procedures, policies, and regulatory requirements (Know your member and branch staff, LOA, etc.)
- Consider healthsafety as a primary concern to ensure the overall wellbeing of your team and members
- Perform other duties as assigned
Required Skills
- Have a postsecondary diploma or degree in business or the equivalent of industry experience, along with a strong business acumen and wellversed people management skills
- Be technically sound in every aspect of the operations of a virtual branch department in the financial services industry
- Be analytical and detailoriented when it comes to sales reporting, identifying trends and reviewing the way we deliver our services
- Possess a teambuilding leadership style that is effective in coaching, developing, retaining, recognizing and motivating a hybrid team
- Demonstrate your sales management skills in setting and monitoring sales targets, plans, pipelines and activities
- Ability to model a culture of motivation, recognition, and accountability to strengthen engagement and performance across the hybrid team
- Be aware of and mitigate enterprise risk factors and ensure compliance with applicable regulations, legislation and FirstOntario policies and procedures
- Be willing to work flexible hours including evenings and weekends as the job demands and travel as required
Please note this is a fixed-term position up to 18 months. This position is hybrid in Stoney Creek, ON.
This posting is for an existing vacancy.
Salary Range: $69,931 to $96,155 annually.
Compensation for this role reflects a combination of skills, experience, and internal equity. Those whose experience more closely aligns the role's requirements may be placed higher within the salary range. You will learn more about FirstOntario Credit Union's total rewards package during the interview process.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know.
About FirstOntario Credit Union
When you do your everyday transactions, borrowing and investing with FirstOntario, you’re not just a member, you’re an owner. By joining FirstOntario, you become part of a special kind of organization – one that shares its profits and decision-making with the people who use its services.
With FirstOntario, you have a relationship with decision-makers from your own community, and you have a say in how we’re governed.
Today, FirstOntario Credit Union serves more than 115,000 Members with a full suite of banking products and has 29 locations serving 14 communities within the Hamilton, Halton, Niagara, Haldimand/Norfolk and Oxford regions.