Archived listing. The details below describe a past opening.
About the Role
The Manager, Operations Services reports to the AVP, Operations and is responsible for ensuring the smooth functioning of various operational processes within the organization.
The Manager, Operations Services collaborates with the AVP of Operations to develop and implement strategic plans, policies, and procedures for the field to execute. They ensure a positive client and tax pro experience that is overlooked by District Managers and District Operation Coordinators. This entails identifying program specific key performance indicators, assisting in developing reports to measure them, and providing feedback to ensure operational goals are being met. They are able to present programs, updates, and results to the field and leadership.
The Manager, Operations Services displays a positive attitude, works constructively with stakeholders, and promotes teamwork with a Better Together mindset.
Main Responsibilities
- Serves as a liaison between Field Operations and Head Office to implement Head Office's strategy and programs in the Field.
- Responsible for the development and training of District Managers and District Operations Coordinators, providing ongoing support and guidance.
- Work with internal departments and stakeholders to develop or update programs, policies, and procedures to then deliver to the field.
- Proactively overlooks key field tasks and presents updates, and action items on weekly calls and webinars.
- Manage Sharepoint site as information hub for the field by creating and organizing pages, collecting information and managing the site as required.
- Use One Drive to collect and distribute information to field as required.
- Use AI to continuously increase productivity and efficiency of the department.
- Use Power BI reports to manage area of responsibility and report on program success, and areas of opportunity.
Measures of Success
- Proactively and independently manage their area of responsibility.
- Delivery of programs and training that are simple and easy to execute.
- Able to communicate in a clear and concise verbal and written manner.
- Drive improvements in productivity, performance, and client feedback:
- Continually demonstrates our Block Behaviours - Better Together, Curious, Problem Solvers, Straightforward, Bold, Customer-Centric, and Resilient.
Required Qualifications
- Bachelor's degree in Business, or a related field and 5 years of experience in operations management or a relevant combination of education and experience.
- Familiarity with H&R Block programs, policies, and procedures is an asset.
Preferred Qualifications
- Open minded with serious but fun attitude.
- Good understanding of operational processes and procedures.
- Effective leadership, management, and training skills.
- Excellent verbal and written English communication with French as an asset.
- Able to simplify programs and situations in a very clear and concise manner.
- Strong presentation skills that align with keeping things clear and concise.
- High attention to detail to deliver high quality of work.
- Able to develop and document policies and procedures.
- Highly organized and able to set priorities and work independently.
- Excellent problem-solving skills.
- Familiarity with regulatory requirements and industry standards.
- Proficient in Powerpoint, Excel, Word, Sharepoint, One Drive, and AI.
Why work for us
For over 60 years, H&R Block has prepared taxes for millions of Canadians annually. Headquartered in Calgary, Alberta, we serve taxpayers in more than 1,000+ offices, through our upload from home service, and online with our DIY tax software. Our dedicated team of Tax Experts use the latest in electronic processing and filing technology to prepare all types of returns, including personal, small business, corporate, farm, trucker, fishing, U.S., rental, and estate.
Becoming an H&R Block Associate is an opportunity to grow with the strongest brand in the tax preparation industry. We are looking for people who want to provide help and inspire confidence in our clients and communities. We know that the ability to deliver outstanding client service starts with having the best talent on our team, and if you want to be part of our success story then we want to hear from you!
We encourage all interested individuals to apply. Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. Proof of legal authorization to work in Canada will be required as part of the recruitment process. Only those candidates selected for an interview will be contacted.
H&R Block fosters a workplace in which individual differences are recognized, appreciated, and respected. Accommodations are available upon request for candidates taking part in all aspects of the recruitment and selection process.
