Permanent Full Time

We are looking for a Director, Business Delivery. Exceptional customer, member and advisor experiences depend on strong operational foundations. The Director, Business Delivery leads a national team that turns operational knowledge into consistent, scalable and continuously improving ways of working across Canada Operations.

Reporting to the Vice-President, Shared Services, this role provides leadership for business process management, knowledge management, operational change enablement, process governance and continuous improvement. The portfolio supports Insurance, Wealth, Workplace Solutions, Claims, Contact Centres and Financial Operations.

The successful candidate will set a unified direction for process excellence and quality, strengthen governance and measurement, and prepare the organization for increased automation, workflow technologies and AI-enabled knowledge management.

What you will do:

• Lead a national, geographically dispersed team responsible for business process management, knowledge management, quality and operational enablement.

• Establish a unified vision, operating model and governance approach for process excellence, knowledge management and operational effectiveness across supported business areas.

• Partner with Operations, Technology, Risk, Compliance, Legal and project teams to assess business impacts, operational readiness, regulatory requirements and control needs.

• Translate strategic and transformation initiatives into sustainable processes, procedures, quality programs, knowledge assets and adoption plans.

• Advance end-to-end process management by finding opportunities to simplify, harmonize and standardize processes, reporting, tools and practices.

• Establish practical governance structures, performance measures and management reporting to monitor quality, service commitments, business outcomes and continuous improvement.

• Lead the evolution from document-focused practices to integrated knowledge and workflow solutions that improve accessibility, lifecycle management and reuse.

• Identify opportunities to share technology, process and quality solutions across business units, using strong approaches already working elsewhere in the organization.

• Build readiness for automation, intelligent workflow, AI-enabled search and future operating model changes while supporting appropriate controls and responsible adoption.

• Advise senior leaders, influence priorities in a matrixed environment, and align business delivery with evolving customer, member, advisor and regulatory needs.

• Optimize resources and create capacity for strategic work while maintaining reliable day-to-day service delivery.

• Lead, coach and develop managers and employees, fostering accountability, collaboration, innovation, succession planning and continuous learning.

What you will bring:

• Significant leadership experience in operational excellence, business process management, knowledge management, quality assurance, transformation or shared services.

• Experience leading large or geographically dispersed teams through change, modernization and complex delivery priorities.

• A strong understanding of operations in financial services or another highly regulated industry, including governance, risk, controls and regulatory expectations.

• Experience designing or improving quality programs, process standards, performance measures, service commitments and management reporting.

• Knowledge of process improvement approaches such as Lean, Six Sigma, business process management or operational excellence frameworks.

• Experience implementing workflow, process management, knowledge management, automation or related technology solutions.

• An understanding of emerging capabilities such as AI-enabled knowledge, intelligent automation and digital process management, with the judgement to support responsible adoption.

• The ability to translate strategy into clear operational outcomes, priorities, business cases and sustainable ways of working.

• Strong analytical, problem-solving and decision-making skills, supported by a practical and data-informed approach.

• Excellent communication, relationship-building and influencing skills, including experience advising senior leaders and working across complex, cross-functional environments.

• A people-centred leadership style that builds high-performing teams, develops talent and creates an inclusive environment where employees can do their best work.

The base salary for this position is between $120,000 - $145,000 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

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Requisition ID: 6923

Category: Customer Service and Administration

Location: