Team Lead, Operations

Butterfield Support Services provides centralized shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Operations, Client Services and Compliance. Operating in multiple jurisdictions, we focus on results, value relationships, and celebrate success. If this sounds like your kind of company, then consider this opportunity to become part of a collaborative team of professionals at the world's leading, independent offshore bank and trust company.

Based in the Moncton, NB office and reporting to the Vice President, Operations the Team Lead, Operations will oversee a banking operations team and associated processes. As a Lead, this role will be involved in recruitment, team development and training and mentoring of staff to ensure processes are well understood and deliverables are met. In collaboration with management and business stakeholders, the Team Lead will ensure optimal support service is provided while contributing as part of the operations as needed to ensure deadlines are effectively met.

About the Team
Butterfield's Banking Operations team supports millions of financial transactions globally across all of our banking locations. Our customers include personal bank account holders, corporate and wealth clients. Banking Operations is a fast-moving environment, where quality and accuracy are at the core of the team's everyday activities.

Your responsibilities will include:
• Responding to team member inquiries, supporting with any issues that arise, and overseeing team member work for quality and compliance adherence.
• Recruiting, developing and team members to maximize potential.
• Equipping team members with the knowledge and skills required to build confidence, product knowledge, and expertise
• Creating a pleasant working environment that inspires and engages the team while continues to present opportunity for learning and professional development
• Overseeing the day-to-day processes and activities of serviced functions, including customer call backs and verification, wire payments, standing instructions, payroll transactions, local bank rejects, and EDI/ACH files, as well as monitoring dormant accounts, audit confirmations, Letters of Credit reporting for corporate customers, and responding to any relevant queries.
• Supervising day-to-day activities of the Operations team, ensuring that efficient service is provided, customers' instructions handled and processed accurately and promptly, the needs of customers are met, and incidents and issues are investigated promptly and professionally to avoid risks and associated losses.
• Tracking and reporting on transaction volumes, KPIs and other metrics to ensure service levels are met and adequate workforce planning is in place
• Leading the implementation of new processes or products ensuring team members are trained and support
• Collaborating with the Operations leadership team ensuring effective communication and escalation of issues and concerns
• Assisting with the timely review and updating of procedures manuals.
• Communicating and managing job expectations, goal setting, and objectives for direct reports, as well as evaluating and reviewing staff work performance, and providing feedback, direction, and guidance.
• Determining own training needs and actively participating in learning and development courses, as well as supporting and promoting a strong cross-training program within the Operations team
• Participating in implementation of new technology, controls or processes and leading the team through such projects and change
• team attendance monitoring and management ensuring adequate scheduling and coverage
• Assisting with other duties and projects as requested.

Your qualifications and skills include:
• Completion of a post-secondary education coupled with previous banking operations or related financial services experience.
• Previous supervisory experience effectively leading teams in a busy service-oriented environment.
• Ability to effectively coach and support team member development with focus on talent management and career development.
• Proficiency in Microsoft Office suite of applications with ability to learn new systems and applications with ease including banking applications, Electronic Data Interchange and ACH network.
• Excellent interpersonal, communication, and organizational skills, with the ability to manage multiple tasks and work and lead effectively in a deadline-driven environment.
• Ability to adjust working hours, and to work on some public holidays to ensure service delivery to internal customers across our locations
• Ability to handle transactions with large dollar amounts and confidential information with absolute discretion.

Why Butterfield?
Butterfield is a leading, independent offshore bank and trust company. With more than 1,200 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values-approachable, collaborative, empowered and impactful-we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.

Visit www.butterfieldgroup.com/careers to view all opportunities and apply via our careers' portal.

Closing Date : December 24, 2025

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