Join Equitable as the Director, Individual Wealth Operations and play a key leadership role in shaping the delivery of operational services that support our growing Individual Wealth business. This is an exciting opportunity to lead high-performing teams, drive operational excellence, influence strategic priorities, and enhance the experience of our clients and advisors. The successful candidate will combine strong operational leadership with a passion for service, continuous improvement, and team development while helping to build a best-in-class operations function in a dynamic and evolving environment.
Join one of the region's top employers and be part of something that truly makes a difference.
Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.
What you'll do:- Lead and oversee Individual Wealth operational functions, including administration, client contact centre operations, claims, reporting, and escalations, ensuring timely, accurate, compliant, and client-focused service delivery.
- Establish, maintain, and continuously improve operational processes, controls, workflows, and service standards to support efficient, scalable, and repeatable execution.
- Manage operational intake, workflow prioritization, capacity planning, staffing, and resource allocation to meet business volumes and service commitments.
- Provide leadership, coaching, and performance management to managers and supervisors, fostering accountability, engagement, talent development, and succession planning.
- Develop, monitor, and report on key performance indicators related to service levels, turnaround times, quality, productivity, client experience, and cost management, implementing corrective actions as required.
- Identify and mitigate operational risks, ensure compliance with regulatory and internal requirements, support audits and governance activities, and maintain business continuity readiness.
- Partner with technology and vendor teams to ensure operational systems and services are effective, stable, and aligned with business needs, while supporting operational improvements and transformation initiatives.
- Develop and manage departmental budgets, monitor expenses, and identify opportunities to improve efficiency while maintaining high service standards.
What you'll bring:- Extensive leadership experience managing large-scale operations within a regulated financial services environment.
- Strong knowledge of operational management, service delivery, workforce planning, performance measurement, operational controls, compliance, and risk management.
- Proven ability to lead complex, high-volume operations while balancing service excellence, operational efficiency, risk management, and cost objectives.
- Demonstrated success leading people leaders through coaching, performance management, employee engagement, talent development, and change management initiatives.
- Strong analytical, problem-solving, organizational, and decision-making skills, with the ability to use data and operational metrics to drive results and continuous improvement.
- Experience managing operational reporting, budgets, vendor relationships, business continuity requirements, and cross-functional stakeholder partnerships.
- Excellent communication and relationship management skills, with the ability to influence, collaborate, and build strong partnerships across all levels of the organization.
- A client-focused, results-oriented leadership style combined with curiosity, adaptability, accountability, and a commitment to continuous improvement.
What's in it for you:- Career Growth: Regular learning sessions and development opportunities
- Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
- Time Away: Competitive vacation plus one paid volunteer day each year
- Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a "dress for your day" approach.
Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits.
If you're selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what's included.
Reports To: AVP, Individual Wealth Operations, Client Experience and Digital Transformation
Department: Individual Wealth Operations
Term: Permanent Full-Time
This position is open and we are excited to find the right person to join our team.
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