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Team Leader, End-User-Computing

Req. #:  14307
Department: Customer Experience - Improvement, End-User-Computing, Delivery/Reporting
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  07
Category: Customer Service/Back Office
Description:

The "Team Leader, CE Support – End-User Computing (EUC) team" coordinates development and maintenance projects regarding EUC tools and end-user support activities for the desktop applications used in the Customer Experience line of business.

We are looking for a responsible candidate with leadership skills to manage a team of EUC developers operating in the area of insurance and financial products. He must demonstrate communication skills and focus on client satisfaction in order to develop and maintain positive and constructive interactions with users and their supervisors.  Candidate must also demonstrate flexibility, an open-minded approach and the ability to adapt quickly to problems and unexpected changes.  Must be detail-oriented, well organized and have good planning skills in order to effectively manage the team’s duties.

  • Manage all aspects of teamwork (designating duties, coaching team members, monitoring ongoing projects and mandates, managing issues, etc.).
  • Establish priorities and supervise the team members’ in their development of mini end-user systems, macros and special reports based on the needs expressed by internal clients.
  • Plan and supervise the operational tasks and special project assigned to the team.
  • Manage and coordinate all the support activities related to the use of the EUC systems for the LOBs concerned.
  • Work closely with his partners in the Operational Support teams, assisting them fully in their daily activities through special reports, data retrieval and the development of macros and any other EUC tool.
  • Mobilize resources, carry out periodic performance reviews and ensure each employee on the team has a personal development and training plan.
  • Occasionally develop and carry out special mandates in order to support specific projects.
  • Ensure resources are available at all times in order to provide adequate technical support to the LOB.
  • Ensure the necessary controls are implemented in order to mitigate financial and operational risks related to using the EUC systems.
  • Be responsible for maintaining an updated inventory of all the EUC applications for each LOB and ensuring the Company's policy on EUC development is applied.
  • Develop and maintain the team’s action plan in the event of a catastrophe and be prepared to assist with the tests conducted on the LOB’s systems during annual exercises.
  • Constantly strive to improve development and support processes for the sector.
  • Represents our sector activities on the various committees where the presence of EUC is required.

Requirements

  • University Degree in Computer Science or Business Administration.
  • Minimum of 5 years of experience in at least one of the following areas:
    • Customer service in a field related to insurance
    • Team management
    • IT project management
  • Excellent written and spoken communication skills (French/English) .
  • Analytical and problem-solving skills.
  • Demonstrated ability to manage several priorities simultaneously.
  • Excellent knowledge of Microsoft Office programming tools (Excel, VBA, MS Access).
  • Very good knowledge of insurance and group savings and retirement products would be a major asset.
  • Knowledge of data modeling concepts would be considered an asset.

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Confidentiality of personal information
The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.





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