Director, Client Operations, Risk & Complexity Enablement
New
J
JobgetherFinancial Services
Fully remote work opportunity within Canada.Full-TimeDirector
SalaryCAD $120,000–$215,000
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Job Details
- Experience
- 9+ years
- Required Skills
- AgileChange ManagementRisk Management
Requirements
- 9+ years of relevant professional experience combined with a post-secondary degree in a related discipline, or equivalent.
- Extensive leadership experience in financial services operations, virtual service delivery, risk management, or transformation.
- Expert knowledge of operational performance management, workforce planning, and service resilience.
- Strong understanding of digital servicing platforms, AI-enabled capabilities, and contact centre technologies.
- Proven success leading cross-functional initiatives and change adoption programs.
- Strong people leadership, executive communication, influencing, and negotiation skills.
- Strong financial and analytical skills, including business case development and data-driven decision-making.
- Ability to lead effectively through ambiguity and high-pressure events in a highly regulated environment.
- Experience with Lean, Six Sigma, Agile, or Program Management is an asset.
Responsibilities
- Own service delivery and operating performance across client operations and specialized support.
- Monitor demand, capacity, service levels, and operational trends to lead stability interventions.
- Lead operational readiness for launches, market events, and service disruptions.
- Oversee governance and resolution of escalations, fraud events, and regulatory concerns.
- Partner with Risk, Compliance, Legal, and Technology teams to remediate issues and strengthen controls.
- Translate modernization initiatives into operational requirements and frontline execution plans.
- Lead and develop high-performing teams while fostering a culture of accountability.
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