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Lending Transformation Solution Manager (Salesforce System Analyst)

Jan 2, 2021

Company: Coast Capital Savings Federal Credit Union 

Location: British Columbia (CA-BC), Surrey   

Job Type: [[jobType]] 


Together, we help empower you to achieve what’s important in your life.


What’s the job?

The Lending Transformation Solution Manager works within the Centre of Excellence that supports interconnectivity and integrated systems in the Salesforce environment. This is a shared services model supporting all business lines and cross functional groups across the enterprise. Key aspects of this role involve identifying opportunities to enhance business practices that support the life cycle of the credit transactions through leveraging the nCino and Salesforce platforms. The role plays a lead role to ensure the successful integration and sustainable adoption of the nCino solution by transforming the activities and behaviors of all staff involved in the lifecycle of credit transactions and how they engage on delivering the Coast purpose. Acting as an initiator and liaison across all internal lines of business (Retail Banking, Contact Centre, Small Business, Commercial/Real Estate, Lending Operation and Credit Approvals) and all cross functional supporting areas (Marketing, Risk, Operations, Compliance, ETS, Finance and HR/Training) to facilitate business transformation. The core objective of the Lending Transformation Solution Manager is to identify process improvements to enhance the end user employee experience, and helping to create a consistent and seamless member experience that results in transformation, business growth and development.



What you’ll get to do:

  • Responsible for identifying and translating business requirements into detailed function specifications, recommending prioritization and managing requests for changes to specifications.
  • Identifies, maintains, critically reviews and updates naming conventions throughout the network supporting all business line and departmental picklists, reporting folders and dashboards with the goal to improve system usability and scalability
  • Responsible for Informing business lead and end user training for new users and new functionality through ongoing system upgrade releases (2-3 per year)
  • Manage user set up and security group assignments as required.
  • Maintaining a Broad understanding of the business distribution channels (Branch, Alternative Channels, Contact Center) and back-office areas (Lending Operations & Credit Approvals) and culture of the organization, is responsible for exploring and capturing business needs aligned to deliver a consistent and exceptional member and employee experience.
  • Working in partnership with dedicated Change Enablement Specialist(s), is responsible for supporting organizational transformation by engaging Business Line Leaders as change sponsors and working with assigned Super Users and other key stakeholders to influence to adoption of consistent sales practices across the enterprise.
  • Responsible for Creating actionable plans, including Stakeholder engagement, coaching and training, change leadership, risk mitigation and communications in partnership with other internal and vendor partner change enablement specialists.
  • Effectively engage and collaborate with business line leaders and end user stakeholders to surface ongoing dialogue. Reconcile conflict that may arise due to competing priorities and requests of multiple stakeholders across the enterprise through the use of strong communication/negotiation skills that sustain a collaborative and respectful working environment.
  • Responsible for initiating, developing and maintaining effective and Partnerships with all lines of business and support functions to define and document development requirements to support improvements to sales practices and create efficiencies through automated workflows.
  • Performs an integral leadership role in business transformation by positively promoting the Enterprise vision and direction through the use of the platform for our Lending Transformation. Makes recommendations, using business justification, to the direction and design of solutions which benefits to the end user and the business.
  • Captures learnings and feedback from each successive system release to provide leadership and recommendations to support the progressive evolvement and adoption of the platform across the Enterprise. Develop and grow expert level platform skills to act as a “champion” in the Coast  nCino & Salesforce communities.
  • Responsible for Coordinating the evaluation, scope and completion of new development requests from business lines and supporting departments internally.
  • Responsible for Assessing the impact of new requirements on nCino and all upstream and downstream applications, systems and processes
  • Responsible for User Experience assessments and analysis, using information to recommend and prioritize continuous channel development and management
  • Responsible for designing and documenting current / future state solutions, driving all relevant requirements development through the elicitation, analysis, specification and verification of multiple levels of requirements from an end-to-end perspective. Responsible for supporting the ongoing management of the requirements to ensure the most effective recommendations are made for successful solution and project plan completion.
  • Collaborates with Marketing/Communications to prepare member and staff product content, as well as Go-to-Market Marketing and Staff Communication Plans. Includes content editor for nCino Program MyCoast page.
  • Responsible for supporting collaboration with the Subject Matter Experts (SMEs), system architects and programmers, and nCino/Salesforce to create user storyboards and visual wireframes.
  • Responsible for driving approved business cases through project delivery including defining business, product and systems requirements, creating user stories, managing vendor relationships, facilitating procurement processes and contract reviews.
  • Possessing advanced knowledge of integrated project team delivery is responsible for coordinating deliverables and contributing to strategy/planning with management and other stakeholders.
  • Responsible for developing and managing expectations for communication channels and/or stakeholder groups. Initiates communications between key contributors and stakeholders, acting as a single point of contact for cross-functional solution architecture. Facilitates open communication and collaboration between stakeholders.
  • Assists in training new users and ongoing development of end user skill sets for use of the nCino/Salesforce platform across the organization. Facilitates workshops or focus groups with enterprise stakeholders to identify solutions.
  • Responsible for Initiating and leading ongoing enhancements to existing vendor arrangements and for identifying potential new vendor relationships though collaborating with third-party vendors.



Who are we looking for?

  • 4+ years of experience as a administrator and or project/management experience preferred.
  • Possesses advanced experience translating business requirements into functional requirements including aptitude for interpreting technical documentation as well as authoring or updating documents as needed (Functional Designs, Business Process Designs). Seen as a subject matter expert.
  • Bachelor degree in IT, Business, Communications or similar
  • Will be required to take Salesforce training ADM 201/ ADM 211 / ADM 301and achieve a highly competent level of practice as well as Completion of nCino Community & nCino University related courses.
  • Willing to complete Salesforce Financial Services Cloud & Sales and Service Cloud training in Lightning.
  • Solid general knowledge of Microsoft Office applications, and apply mobile device knowledge to a business environment.
  • A good understanding of how legacy and web-based systems interface with each other.
  • Has sound knowledge of the organization’s systems and processes, expertise understanding of business areas and current technology advances and IT capabilities.
  • Proven ability to design and implement new processes and facilitate end user adoption
  • Required to develop and grow expert level nCino & Salesforce platform skills to act as a lead resource to identify best practices and opportunities for the automation of workflows, business process integrations, application development and deployme
  • Advanced vendor management experience translating business requirements into functional requirements in order to Initiate and lead ongoing enhancements through collaborating with third-party vendors.
  • Must possess strong leadership skills and the demonstrated ability to influence and generate enthusiasm amongst stakeholders.
  • The proven ability to push creative thinking beyond the boundaries of existing industry practices and member mindsets is required.
  • Strong written and verbal communication skills necessary to present information effectively and respond with insights to questions from Senior Leaders, Managers, external Vendors and End Users.
  • Organizational Agility: Understands how organizations work and how to get things done through both formal and informal channels. Able to work flexibly to engage stakeholders across the network.
  • Presentation Skills: Able to present ideas in a concise, focused manner. Comfortable as a facilitator in front of large groups and a broad range of audience members.

Why join Coast Capital Savings?


We don’t mean to toot our own horn, but…


  • We improve Canadians’ financial well-being through providing simple financial help.
  • Employees do what’s best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work with modern LEED certified offices and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • We are a Certified B Corp®. Our certification reflects our strong commitment to social and environmental performance, accountability, and transparency.
  • In 2019, we earned double kudos by being named one of BC’s Top Employers and one of Canada’s Best Managed Companies – two of the nation’s most coveted business awards, may we add.


Does this position inspire you?  If so, apply today at Coast Capital Savings. 

Apply now »