Director, Client Operations, Risk & Complexity Enablement

Accountabilities:: Own service delivery and operating performance across assigned client operations and specialized support capabilities, establishing clear expectations for service, productivity, quality, client outcomes, workforce effectiveness, and financial performance. Monitor demand, capacity, service levels, emerging issues, and operational trends, leading timely interventions to stabilize performance and meet business commitments. Lead operational readiness for launches, market events, volume surges, and service disruptions, including contingency planning, recovery strategies, and execution readiness. Establish a disciplined root-cause approach to recurring issues and ensure corrective actions are clearly owned, measurable, and sustained. Oversee governance and resolution of escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions, and policy exceptions requiring senior or cross-functional intervention. Establish appropriate decision rights, escalation paths, service standards, playbooks, and specialist support models for complex client matters. Analyze patterns in complaints, escalations, exceptions, and incidents to identify opportunities for improvements to processes, policies, controls, technology, and training. Balance client outcomes, regulatory obligations, operational feasibility, and risk appetite when addressing complex or non-standard situations. Partner with Risk, Compliance, Legal, Audit, Operations, and Technology teams to interpret requirements, remediate issues, strengthen controls, and demonstrate closure. Translate approved modernization initiatives into operational requirements, implementation plans, readiness milestones, procedures, training, coaching, and frontline execution. Establish adoption measures and adjust workflows, capacity, training, or controls when new capabilities do not achieve expected outcomes. Ensure new technologies, processes, and capabilities are embedded into day-to-day operations and remain effective after implementation. Measure operational benefits, control effectiveness, employee adoption, and client impact, providing clear performance updates to senior leaders and portfolio owners. Partner with Product, Technology, AI, Data & Analytics, and service teams to simplify work, improve scalability, and strengthen operational performance. Lead operational planning, workforce forecasting, financial management, portfolio governance, and performance reporting. Integrate data from multiple sources to develop performance insights, scenarios, recommendations, and resource plans for senior leadership. Establish concise dashboards and governance forums covering commitments, benefits, risks, dependencies, decisions, and operational performance. Lead and develop high-performing teams by setting clear expectations, strengthening leadership capabilities, supporting succession planning, and fostering an inclusive culture of accountability and collaboration. Ensure workforce plans, role clarity, knowledge, training, coaching, and quality practices align with both current demand and future operating requirements. Apply sound risk management practices, operating within approved risk appetite and all applicable policies, standards, procedures, laws, and regulations. Requirements: Typically 9+ years of relevant professional experience combined with a post-secondary degree in a related discipline, or an equivalent combination of education and experience. Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs, or transformation. Expert knowledge of operational performance management, workforce planning, service resilience, process improvement, controls, and complex issue resolution. Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technologies, analytics, and operational enablement. Proven success leading cross-functional initiatives, operational readiness programs, change adoption, and sustainable benefit realization. Strong people leadership, executive communication, influencing, negotiation, and stakeholder relationship-management capabilities. Strong financial and analytical skills, including workforce forecasting, business case development, performance measurement, resource planning, and data-driven decision-making. Ability to lead effectively through ambiguity, high-pressure events, operational disruptions, and complex issues within a highly regulated and matrixed environment. Experience with Lean, Six Sigma, Agile, Change Management, Program Management, or analytics is an asset. Strong client focus combined with a risk-aware, outcome-oriented approach. Demonstrated ability to build trust, encourage accountability, and create collaborative relationships across operational and enterprise teams. Strong judgment and decision-making skills, particularly when balancing client needs, regulatory obligations, operational constraints, and business priorities. 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 the total compensation package. Health insurance. Retirement savings plans. Accident and life insurance. Tuition reimbursement opportunities. Fully remote work opportunity within Canada. Opportunity to lead complex operational, risk, regulatory, and modernization initiatives. Exposure to digital servicing, AI-enabled capabilities, analytics, and enterprise transformation. Collaboration with multidisciplinary teams across Operations, Technology, Product, Risk, Compliance, Legal, Data, and other functions. Training, coaching, and leadership development opportunities. Opportunity to shape operational resilience, service quality, workforce effectiveness, and client outcomes. Inclusive and collaborative environment focused on professional growth, ownership, and measurable business impact.