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Fairstone Bank

Manager, Internal Help desk

Montreal, QC, Canada

Job type: Full-time
Apply by: Oct 25, 2026
Experience: Minimum of 5 years of leadership experience in technical support, service desk, contact center, operations, or customer service environments.
Posting language: English
Posted: Sep 25, 2026

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Original job description

Who We Are

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals.

Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products - residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending - we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

Join Fairstone as a Branch Support Representative, reporting to Sr manager, Credit and Customer Engagement, and be part of our talented and growing team!

The Manager, Symphony Branch Support (SBS), is responsible for leading a team of support specialists dedicated to providing operational and technical support to Fairstone branches and business partners across Canada. The role ensures timely incident resolution, exceptional customer service, operational excellence, and continuous improvement of the Symphony platform and related business processes.

Working closely with Technology, Operations, Credit, Retail Financing, Finance, and other business partners, the Manager is accountable for service delivery, employee development, stakeholder engagement, and the execution of strategic initiatives that support Fairstone's operational objectives.

Leadership & Team Development

Lead, coach, motivate, and develop a team of Symphony Branch Support Representatives.
Establish performance expectations and monitor individual and team results.
Conduct regular coaching sessions, quality reviews, performance evaluations, and career development discussions.
Foster a customer-focused, collaborative, and accountable team culture.
Identify training and development opportunities to strengthen technical and operational expertise.
Participate in recruitment, onboarding, succession planning, and workforce management activities.

Operational Management

Manage the day-to-day operations of the SBS team, ensuring consistent support coverage across all communication channels.
Monitor and manage departmental KPIs, including Service Level, Abandon Rate, Customer Satisfaction (CSAT), Productivity, Quality Assurance, and Ticket Resolution performance.
Ensure timely resolution of incidents, defects, escalations, and system-related issues impacting branch operations.
Oversee workload distribution and prioritization to ensure service commitments are achieved.
Review operational trends and implement corrective actions when service objectives are not being met.
Act as the escalation point for complex customer, branch, merchant, and internal partner issues.

Incident, Change & Problem Management

Provide leadership and oversight for Incident Management, Change Management, and Problem Management processes.
Collaborate with Technology teams to identify root causes and develop sustainable solutions to recurring issues.
Ensure defects, enhancements, and production issues are properly documented, prioritized, and tracked through resolution.
Oversee testing and validation activities associated with new system functionality and application enhancements.
Ensure proper documentation and maintenance of ServiceNow tickets, operational procedures, and knowledge base articles.

Customer Experience & Stakeholder Management

Promote a culture of service excellence and customer advocacy.
Build strong partnerships with Branch Operations, Credit, Retail Financing, Finance, Technology, and other business units.
Act as the primary liaison between SBS and key stakeholders to ensure effective communication and issue resolution.
Identify opportunities to improve user experience and operational effectiveness through process enhancements and technology improvements.
Manage communications related to system issues, outages, operational changes, and service updates.

Continuous Improvement & Innovation

Lead initiatives to improve support processes, operational efficiency, and service quality.
Analyze support trends, recurring incidents, and customer feedback to identify improvement opportunities.
Support the implementation of SBS transformation and modernization initiatives.
Develop and maintain operational metrics, reporting, and performance dashboards.
Recommend and implement best practices that enhance the effectiveness of support operations.

Compliance & Governance

Ensure adherence to company policies, operational procedures, and regulatory requirements.
Maintain appropriate controls related to customer information, system access, and data privacy.
Ensure audit and compliance requirements are met within the SBS function.

Education Requirement

Postsecondary education in Business Administration, Information Technology, Customer Experience, or equivalent experience.

Years Of Experience

Minimum of 5 years of leadership experience in technical support, service desk, contact center, operations, or customer service environments.
Experience managing teams within a service-oriented operational environment.
Experience with Incident Management, Change Management, Problem Management, and service delivery practices.
Financial services experience is considered an asset.

Additional Qualifications, Certifications, Skills

Strong leadership, coaching, and employee development skills.
Exceptional customer service and stakeholder management abilities.
Strong analytical, troubleshooting, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Excellent verbal and written communication skills.
Experience working with ServiceNow or similar ticket management platforms.
Strong knowledge of Microsoft Office Suite including Excel, Teams, Word, PowerPoint, and Outlook.
Ability to influence and collaborate across multiple departments and levels of the organization.
Bilingual (French and English), spoken and written.

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type

Full time

Job Type

Permanent

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More about this job

Responsibilities

Lead and develop the Symphony Branch Support team, overseeing daily service operations, performance metrics, escalations, and incident, change, and problem management. Partner with technology and business teams to improve service quality, resolve recurring issues, maintain compliance, and deliver operational improvements.

Requirements

Requires postsecondary education in business administration, information technology, customer experience, or equivalent experience, plus at least five years of leadership experience in technical support, service desk, contact center, operations, or customer service. Candidates should have service management experience, strong leadership and communication skills, familiarity with ServiceNow or similar tools and Microsoft Office, and be bilingual in spoken and written French and English; financial services experience is an asset.

Skills

Leadership
Coaching
Employee Development
Customer Service
Stakeholder Management
Incident Management
Change Management
Problem Management
Service Delivery
Troubleshooting
Problem-Solving
Analytical Skills
ServiceNow
Microsoft Office
Communication
Process Improvement

Visa sponsorship

Not detected in the job text

Keywords

Symphony Branch Support
Service Desk
Technical Support
Contact Center
Financial Services
ServiceNow
Microsoft Office
Microsoft Excel
Microsoft Teams
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Incident Management
Change Management
Problem Management
Service Delivery
Ticket Management
Root Cause Analysis
Quality Assurance
Service Level
Abandon Rate
Customer Satisfaction
Productivity
Operational Excellence
Process Improvement
Stakeholder Management
Data Privacy
Regulatory Compliance
Bilingual Communication

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