Senior Manager, Incident Management

Location: Toronto, ON; hybrid arrangement with 1–3 days per week on-site and the remaining days remote. Candidates must be legally eligible to work at the specified location and, where applicable, hold a valid work or study permit.

Company

hirify.global is a relationship-oriented bank focused on creating modern banking services and client outcomes.

What you will do

• Lead end-to-end management of production issues, including identification, triage, escalation, resolution, remediation, and post-incident follow-up.
• Coordinate urgent responses with Product, Business Control, Compliance, Legal, Technology, Data Analytics, Risk, and Audit teams.
• Develop and execute client remediation strategies aligned with regulatory requirements and internal standards.
• Analyze incidents, trends, root causes, risks, and remediation outcomes, and provide reporting and insights to senior leadership.
• Drive improvements to processes, controls, client outcomes, and operational effectiveness, including the appropriate use of automation and artificial intelligence.
• Oversee business acceptance testing, post-implementation validation, audit and examination support, service continuity initiatives, procedures, and records management.

Requirements

• Experience in product management, incident management, and client remediation, with the judgment to manage complex issues from assessment through resolution in a highly regulated environment.
• Experience driving process improvements and managing change in complex environments.
• Ability to navigate ambiguity, balance multiple priorities, and implement practical solutions.
• Ability to investigate complex problems, analyze data, and communicate detailed information clearly and meaningfully.
• Digital proficiency and adaptability to evolving technologies, tools, and trends.
• Strong relationship-building, influencing, collaboration, and communication skills.
• Experience developing and implementing strategic team goals, coaching employees, and supporting successful team performance.
• High standards, accountability, genuine care in professional relationships, and alignment with the organization’s values.

Culture & Benefits

• Hybrid work environment with flexibility to manage work activities.
• Competitive compensation and banking benefits, subject to program terms and conditions.
• Wellbeing support, employee and family assistance programs, and a social points-based recognition program.
• Workspaces and technology designed to support collaboration and innovative client solutions.
• Inclusive and accessible candidate and employee experience.

Hiring process

• The process may include an attribute-based assessment and skills tests, such as simulation, coding, or French proficiency testing.
• Artificial intelligence tools may be used during recruitment.