Address:

Director, Client Operations, Risk & Complexity Enablement

Operationalizes, governs and sustains change.

MANDATE

Leads the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness.

Drives continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement.

Leads business operations, risk, fraud, regulatory and complex client resolution capabilities. Partners with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines.

CORE ACCOUNTABILITIES

·    Owns the service engine and operating performance across assigned InvestorLine operations and specialized support capabilities.

·    Sets expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance.

·    Monitors demand, capacity, service levels and emerging issues, and leads interventions to stabilize performance and meet commitments.

·    Owns operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans.

·    Drives root-cause discipline for recurring issues and ensures corrective actions are measurable, owned and sustained.

·    Owns governance and resolution for escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions requiring senior or cross-functional action.

·    Establishes decision rights, escalation paths, service standards, playbooks and specialist support for complex matters.

·    Uses patterns from escalations, exceptions and complaints to prevent recurrence through process, policy, control or training improvements.

·    Balances client outcomes, regulatory obligations, operational feasibility and risk appetite when resolving non-standard situations.

·    Embeds risk and control requirements into workflows, technology changes, procedures, training and performance routines.

·    Partners with Risk, Compliance, Legal, Audit, Wealth Operations and Technology to interpret requirements, remediate issues and evidence closure.

·    Translates approved modernization priorities into operational requirements, implementation plans and readiness milestones.

·    Owns frontline readiness, capacity, procedures, training, coaching, controls and launch execution.

·    Establishes adoption measures and adjusts workflows, capacity, training or controls when results are below expectations.

·    Ensures new capabilities are embedded into operating routines and sustained after launch.

·    Measures operational benefits, control effectiveness, employee adoption and client impact, and provides results to the portfolio owner.

·    Partners with Product, Technology & Operations, AI, Data & Analytics and Virtual Connect teams to simplify work and increase scalability.

·    Leads operational planning, workforce forecasting, financial management, portfolio governance and performance reporting.

·    Integrates multiple data sources to provide performance insights, scenarios and recommendations to the Head and senior leaders.

·    Aligns resources to the highest-value operational needs and supports business cases and priority programs.

·    Establishes concise dashboards and forums to track commitments, operational benefits, risks, dependencies and decisions.

·    Acts as the primary integrator across stakeholders for operational performance, risk and complex client matters.

·    Sets clear expectations and builds an accountable, inclusive and high-performing culture grounded in ownership and disciplined execution.

·    Develops leadership capability and succession depth through coaching, candid feedback, development plans and differentiated talent management.

·    Ensures workforce plans, role clarity, training, knowledge, coaching and quality practices align to current demand and future capabilities.

·    Maintains two-way relationships with employees to surface risks, remove barriers and identify continuous improvement opportunities.

·    Reinforces One Bank and One Team ways of working across operational and enterprise partners.

·    Takes measured risks while protecting the Bank by applying the Risk Management Framework, operating within approved Risk Appetite, making sound risk-informed decisions and adhering to applicable policies, standards, procedures, laws and regulations.

VALUE & EXPECTED OUTCOMES

·    More timely and consistent resolution of escalated and complex client matters.

·    Reduced repeat complaints, exceptions, operational incidents and losses.

·    Improved control effectiveness, quality and timely remediation of findings.

·    Stronger service stability, capacity readiness and recovery through launches and high-volume events.

·    Improved service, productivity and workforce measures, including service levels, quality and handling efficiency.

·    Higher frontline adoption and sustained use of new capabilities.

·    Clear decision rights, fewer hand-offs and measurable service, productivity, control and client benefits.

QUALIFICATIONS & SKILLS REQUIRED

·    Typically 9+ years of relevant experience and a post-secondary degree in a related field, 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, workforce planning, service resilience, process improvement, controls and complex issue resolution.

·    Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics.

·    Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery.

·    Strong people leadership, executive communication, influence, negotiation and relationship-management capability.

·    Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions.

·    Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment.

·    Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset.

·    Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success.