Directeur, Opérations clients, gestion des risques et de la complexité

📋 Description

• Lead the operational delivery and performance of assigned client service functions, establishing
• Monitor demand, capacity, service levels, and emerging operational issues, directing timely
• Ensure operational readiness for launches, market events, volume surges, and service disruptions
• Establish disciplined root-cause analysis practices and ensure corrective actions are measurable
• Lead the governance and resolution of escalations, complaints, fraud cases, regulatory matters
• Define decision-making authorities, escalation processes, service standards, operating procedures

🎯 Requirements

• Generally 9+ years of relevant professional experience, combined with a post-secondary degree in a
• Significant leadership experience in financial services operations, contact centres or virtual
• Demonstrated expertise in operational performance, workforce planning, service resilience, process
• Strong understanding of digital service platforms, AI-enabled capabilities, contact-centre
• Proven ability to lead complex cross-functional initiatives, operational readiness programs, change
• Excellent leadership, executive communication, influencing, negotiation, and

🎁 Benefits

• Base salary range of CAD $120,000–$215,000.
• Potential eligibility for performance-based or discretionary bonuses and additional rewards
• Health insurance and comprehensive employee benefits.
• Tuition reimbursement.
• Accident and life insurance coverage.
• Retirement savings plans.