Manager, Journey Enablement, Assisted Onboarding

<div><div><div><div><div><div><div><div><div><div><div><div><div><div><p style="text-align:left"><span>Application Deadline:</span></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div>11/06/2026<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><span>Address:</span></p>33 Dundas Street West<p style="text-align:inherit"></p><p style="text-align:inherit"></p><div><div><div><div><div><div><div><p style="text-align:left">Job Family Group:</p></div></div></div></div></div></div></div>Strategy & Change<p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><span style="color:#000000">We are seeking a manager to join the Assisted Onboarding Journey Enablement team within Business Banking.

This role will be responsible for leading and delivering initiatives that enhance the assisted onboarding experience by streamlining origination, decisioning, and fulfillment across the Business Banking product suite. </span></p><br /><p><span style="color:#000000">The successful candidate will identify and execute opportunities to enhance the end-to-end client journey, leading strategic initiatives from opportunity identification through implementation, adoption, and benefits of realization.

They will leverage journey performance insights to uncover growth opportunities, improve client and employee experiences, and deliver process and digital enhancements in close partnership with Technology and Digital teams. </span></p><br /><p><span style="color:#000000">In addition, they will identify opportunities to leverage AI to enhance and reimagine the client experience, automate processes, and strengthen risk and fraud outcomes.

This is a business-led transformation and project delivery role, focused on designing and implementing business processes, operating models and service improvements in partnership with Technology.</span></p><br /><p><span style="color:#000000"><span><b>The successful candidate will:</b></span><span> </span></span></p><ul><li><span style="color:#000000">Own specific Assisted Onboarding outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives.<span> </span></span></li></ul><ul><li><span style="color:#000000">Support the development of dashboards and reports to track journey outcomes such sales units sold through assisted channels, completion rates, savings from digitization, AI enablement and usage, cost to serve, reduction in platform usage across CBB, process optimization, % of fully digitized forms, service volumes, and cycle times.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Independently manage multiple concurrent projects and workstreams, balancing competing priorities while maintaining delivery quality and stakeholder alignment.<span> </span></span></li></ul><ul><li><span style="color:#000000">Identify, assess and prioritize onboarding pain points, operational inefficiencies and client experience challenges, developing practical solutions that improve performance and simplify processes.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Partner with Product, Operations, Digital, Technology, Frontline teams and Business Governance partners to define requirements, resolve issues and execute changes.<span> </span></span></li></ul><ul><li><span style="color:#000000">Drive accountability for delivery by coordinating stakeholders, resolving obstacles and ensuring agreed actions are completed.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Assists in the development of strategic plans.<span> </span></span></li></ul><ul><li><span style="color:#000000">Designs and produces regular and ad-hoc reports, and dashboards.<span> </span></span></li></ul><ul><li><span style="color:#000000">Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.<span> </span></span></li></ul><ul><li><span style="color:#000000">Develops and documents processes, procedures, etc.

and/ or end-user materials.<span> </span></span></li></ul><ul><li><span style="color:#000000">Assists with the documentation of end user materials.<span> </span></span></li></ul><ul><li><span style="color:#000000">Assists with training and transition of processes and tools/templates to appropriate process owners.<span> </span></span></li></ul><ul><li><span style="color:#000000">Designs processes based on business requirements and best practices.

Ensures the processes adhere to applicable risk, regulatory and compliance requirements.<span> </span></span></li></ul><ul><li><span style="color:#000000">Streamlines, simplifies and continuously improves existing processes.<span> </span></span></li></ul><ul><li><span style="color:#000000">Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.

<span> </span></span></li></ul><ul><li><span style="color:#000000">Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.<span> </span></span></li></ul><ul><li><span style="color:#000000">Looks for opportunities to eliminate, simplify and automat