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

Accountabilities: Lead the operational delivery and performance of assigned client service functions, establishing clear expectations for service levels, productivity, quality, workforce efficiency, financial performance, and client outcomes. Monitor demand, capacity, service levels, and emerging operational issues, directing timely interventions to stabilize performance and maintain service commitments. Ensure operational readiness for launches, market events, volume surges, and service disruptions, including contingency, recovery, and business continuity planning. Establish disciplined root-cause analysis practices and ensure corrective actions are measurable, assigned to accountable owners, and sustained over time. Lead the governance and resolution of escalations, complaints, fraud cases, regulatory matters, order-execution issues, non-standard transactions, and policy exceptions requiring senior or cross-functional intervention. Define decision-making authorities, escalation processes, service standards, operating procedures, and specialized support models for complex client situations. Use trends across complaints, escalations, exceptions, and incidents to prevent recurrence through improvements to processes, policies, controls, and training. Balance client outcomes, regulatory requirements, operational feasibility, and approved risk appetite when resolving non-standard situations. Translate approved modernization priorities into operational requirements, implementation plans, readiness milestones, training, coaching, capacity planning, and controls. Measure adoption, operational benefits, control effectiveness, employee usage, and client impact, adjusting processes and resources where outcomes fall short of expectations. Lead operational planning, workforce forecasting, financial management, portfolio governance, performance reporting, and resource allocation. Integrate multiple data sources to provide senior leaders with actionable analysis, scenarios, recommendations, and concise governance reporting. Build an accountable, inclusive, and high-performing culture through coaching, development planning, succession management, and differentiated talent leadership. Partner across business and operational teams to strengthen role clarity, workforce capabilities, training, knowledge management, and continuous improvement. Apply established risk-management frameworks, policies, standards, procedures, laws, and regulations while making informed decisions within approved risk appetite. Requirements Generally 9+ years of relevant professional experience, combined with a post-secondary degree in a related field or an equivalent combination of education and experience. Significant leadership experience in financial services operations, contact centres or virtual services, business management, risk, regulatory programs, or organizational transformation. Demonstrated expertise in operational performance, workforce planning, service resilience, process improvement, controls, and complex problem resolution. Strong understanding of digital service platforms, AI-enabled capabilities, contact-centre technologies, and data analytics. Proven ability to lead complex cross-functional initiatives, operational readiness programs, change adoption, and sustainable benefits realization. Excellent leadership, executive communication, influencing, negotiation, and relationship-management skills. Strong financial and analytical capabilities, including forecasting, business cases, performance measurement, and data-driven decision-making. Ability to lead effectively through ambiguity and high-pressure situations within a highly regulated, complex, and matrixed environment. Experience with Lean, Six Sigma, Agile, change management, program management, or analytics is an asset. Strong customer orientation combined with sound risk judgment and a results-driven approach. Commitment to an inclusive culture built around accountability, trust, collaboration, and shared success. Benefits Base salary range of CAD $120,000–$215,000 . Potential eligibility for performance-based or discretionary bonuses and additional rewards, depending on the compensation structure. Health insurance and comprehensive employee benefits. Tuition reimbursement. Accident and life insurance coverage. Retirement savings plans. Remote work opportunities available across Ontario, British Columbia, Nova Scotia, Alberta, and Quebec . Access to professional development, leadership coaching, training, and networking opportunities. An inclusive, equitable, and accessible workplace with support and accommodations available throughout the selection process.