Director, Client Operations, Risk & Complexity Enablement

📋 Description

• Own service delivery and operating performance across assigned client operations and specialized
• Monitor demand, capacity, service levels, emerging issues, and operational trends, leading timely
• Lead operational readiness for launches, market events, volume surges, and service disruptions
• Establish a disciplined root-cause approach to recurring issues and ensure corrective actions are
• Oversee governance and resolution of escalations, complaints, fraud events, regulatory concerns
• Establish appropriate decision rights, escalation paths, service standards, playbooks, and

🎯 Requirements

• Typically 9+ years of relevant professional experience combined with a post-secondary degree in a
• Extensive leadership experience in financial services operations, contact centre or virtual service
• Expert knowledge of operational performance management, workforce planning, service resilience
• Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre
• Proven success leading cross-functional initiatives, operational readiness programs, change
• Strong people leadership, executive communication, influencing, negotiation, and stakeholder

🎁 Benefits

• Salary range of CAD $120,000–$215,000.
• Salaried, full-time position.
• Potential performance-based incentives, discretionary bonuses, and additional rewards as part of
• Health insurance.
• Retirement savings plans.
• Accident and life insurance.