• Ensure contractual service levels are met or exceeded, with proactive monitoring and issue management. • Lead regular service reviews, providing performance reporting and driving actions for service improvement. • Act as the primary operational contact for key customer accounts, ensuring consistent service delivery and customer satisfaction. • Collaborate with internal teams and partners to align service delivery with customer expectations and evolving business needs. • Work closely with Account Management to ensure alignment between service delivery and commercial strategy, supporting customer retention, renewals, and growth opportunities. • Drive a positive customer experience by actively gathering, analysing, and acting on customer feedback to improve service quality and strengthen relationships. • Provide regular account management information and service insights to the Head of Service Delivery to support strategic decision-making and continuous improvement initiatives. • Provision of monthly performance reports, detailing Mitel’s performance within the SLA • Work closely with Commercial, Account Management, and Renewals Teams to ensure that renewals are not only secured but also profitable. • Actively monitor and manage contract margins, identifying and implementing cost efficiencies without compromising service quality • Collaborate with commercial and finance teams to ensure billing accuracy and profitability.

• Oversee capital projects to ensure compliance with the Thermal Energy Services Agreement (TESA), meeting safety, cost, schedule, and quality goals • Manage multiple industrial decarbonization projects through all stages of the Stage-Gate Process, from proposal to ongoing operations and maintenance (O&M) • Coordinate with all project stakeholders, including customers, suppliers, financiers, program managers, engineering firms, permitting authorities, and contractors • Develop and manage project budgets and schedules • Identify and mitigate project risks through proactive strategies • Serve as the primary liaison between customers and project stakeholders • Oversee the procurement process for each project • Monitor and report on project progress, including metrics for cost, schedule, scope, and risk • Lead the bidding process for engineering firms, suppliers, and contractors • Negotiate to maximize customer satisfaction while minimizing costs, scope creep, and delays • Understand and negotiate contracts with suppliers and contractors • Review vendor, supplier, consultant, and contractor bids and engineering designs for accuracy and completeness • Implement lessons learned to improve future project processes • Successfully deliver industrial decarbonization projects to meet customer satisfaction

- **Team Leadership & Strategy:** Lead, mentor, and scale the immigration team. Serve as the primary point of contact for team members and senior stakeholders, providing expert guidance on complex immigration inquiries. - **Case Management & Review:** Oversee a variety of US and Canadian immigration cases. Personally review and prepare high-level immigration applications, petitions, and business travel documentation for submission to relevant authorities. - **Process & Compliance Architecture:** Develop, implement, and optimize robust internal processes to ensure 100% compliance with evolving US and Canadian immigration laws and regulations (including H1B, DOL PERM, and Canadian immigration pathways). - **Client & Stakeholder Coordination:** Coordinate closely with internal clients and mobility teams to gather necessary documentation, managing expectations and providing empathetic, clear guidance throughout the lifecycle of the immigration process. - **Deadline & Pipeline Management:** Rigorously track and manage critical case milestones and deadlines to ensure flawless, timely submissions and absolute regulatory compliance.

Role Description Reporting to the Senior Manager, Partnerships & Virtual Operations, the Assistant Manager, Virtual Lending is responsible for developing and growing the digital/online portfolio while leading and supporting direct reports through performance management and coaching. This role involves: - Reviewing and approving Dealer Finance, Mortgage, and Loan applications in the Virtual Branch. - Collaborating with the Senior Manager to cultivate dealership and broker relationships. - Overseeing outreach strategies and ensuring effective onboarding of new partners. - Representing the Credit Union professionally and establishing strong relationships with third parties and members. Qualifications - A certificate or diploma in Business or Commerce. - A minimum of five years of lending experience, including at least two years in a supervisory role, or an equivalent combination of training and experience in credit. - Experience within the Credit Union system is considered an asset. - Progressive financial services experience, including experience in member service, lending, fraud prevention, risk management, contact center, or branch operations. Requirements - Knowledgeable of retail lending products, credit principles, financial analysis, and sound decision-making within defined lending authority. - Experienced managing operational workflows, service levels, escalated member or partner issues, and competing priorities in a high-volume environment. - Proven ability to coach, develop, and lead high-performing teams in a fast-paced environment. Benefits - Outstanding culture and opportunity to join an engaged and community-focused team. - Competitive compensation to commensurate with experience ($76,609.28 – 90,127.42) and benefits with performance-based incentives. - Generous benefit package including a Flexible Health and Dental Plan (paid 100% by employer) and up to 9% contribution with employer match in the Defined Contribution Pension Plan. - Tuition reimbursement, training, and personal development. - Additional employee perks including annual wellness credit; reduced rates on employee loans/mortgages and paid volunteer time.