The role: Reporting to the Vice-President, Operations, the Director - Specialized Operations provides strategic leadership across Business Banking Operations, Wealth Operations and Sales Support. The role leads multiple specialized processing and support teams to deliver responsive, accurate and scalable service to Members, Advisors and business partners.
The Director translates enterprise and line-of-business strategies into practical operating models that integrate people, process, data, financial outcomes, controls, technology and change delivery. Accountabilities include effective and timely support services and transaction processing; capacity and workforce planning; service optimization; operational performance; and the delivery of strategic initiatives.
The role is accountable for mitigating operational and reputational risk, maintaining compliance with applicable industry rules, regulations and internal policies, and strengthening audit readiness. Working through a management team and in close partnership with business leaders, the Director builds future capability, improves Advisor and Member experience, and delivers measurable efficiency, quality and growth capacity.
Key ResponsibilitiesStrategic Leadership and Operating Model- Provide strategic direction for Business Banking Operations, Wealth Operations, and Wealth Sales Support, aligning priorities with enterprise and line-of-business strategies.
- Translate strategy and business requirements into clear operating plans, service models, accountabilities and measurable goals.
- Lead annual operating planning, budget and expense forecasting, capacity planning and longer-term capability development.
- Ensure teams and structures evolve with business needs while preserving service quality, specialized expertise and scalability.
- Research emerging industry trends and leading practices, assessing implications for specialized operations priorities.
- Act as executive sponsor for initiatives involving process, technology, data, controls and organizational change.
Service Delivery, Capacity and Stakeholder Support- Oversee specialized Business Banking operational support across Small Business, Commercial and Syndication activities.
- Lead multiple teams in delivering timely, accurate, consistent and expert operational support to Members, Advisors and business partners.
- Evolve the Wealth sales support strategy to provide the right value to Advisors, address capacity constraints and strengthen the end-to-end service experience.
- Plan and forecast workload and capacity to meet service commitments, manage critical priorities and support future growth.
- Build trusted partnerships across the enterprise, advocate for operational needs and provide subject matter expertise on specialized operations.
Operational Excellence, Technology and Change- Design, standardize and continuously improve workflows, policies and procedures to increase efficiency, consistency and control effectiveness.
- Deliver measurable improvements in error rates, cycle time, throughput, capacity, cost and stakeholder satisfaction.
- Use performance data and operational insights to identify trends, root causes, risks and improvement opportunities.
- Lead implementation of workflow and technology solutions and support the operationalization of new or changed products and services.
- Lead transformational change and capability maturation, including systems and process design, technology procurement where required, and infrastructure renewal for specialized teams.
- Evaluate appropriate third-party and outsourcing opportunities and manage partner performance where applicable.
Risk, Audit and Compliance- Maintain standardized, accurate processes and effective controls to mitigate operational, regulatory and reputational risk.
- Establish proactive management reporting and testing expectations to demonstrate that audit, regulatory and policy requirements are being met.
- Partner with Operational Excellence, Compliance and/or risk functions to identify non-compliance, escalate issues and implement practical solutions.
- Maintain working knowledge of applicable AML/ATF, privacy, securities, lending, and other regulatory or policy requirements relevant to the portfolio.
- Anticipate emerging risks, prioritize critical issues and ensure appropriate escalation, decision-making and follow-through.
People Leadership and Communication- Build a high-performing, engaged, inclusive and flexible workforce focused on Member service, operational excellence and continuous learning.
- Provide leadership, coaching, counsel and mentorship to direct reports, and clear direction to indirect teams.
- Lead performance management, succession planning, talent development and professional development planning.
- Develop digital, analytical, risk and process-improvement capabilities across the leadership team and broader portfolio.
- Communicate strategy, performance, opportunities, risks and recommendations clearly to senior leaders, partners and external stakeholders.
- Create an environment that encourages open communication, innovation, accountability, thoughtful risk-taking and sharing of leading practices.
Key Accountabilities and Measures of Success - Reliable service delivery against established service levels, quality standards and business priorities.
- Demonstrable gains in productivity, capacity, cost effectiveness, cycle time and error reduction.
- Improved Member, Advisor and stakeholder experience through responsive, accurate and consistent support.
- Strong control execution, audit readiness, timely issue remediation and adherence to regulatory and policy requirements.
- Successful delivery and adoption of strategic, technology and process-change initiatives.
- A capable, engaged leadership team with strong succession depth and future-ready skills.
Knowledge, Skills & Abilities - Strategic and operational leadership across complex, multi-team environments.
- Strong business and financial acumen, with the ability to connect operational insights to enterprise outcomes.
- Advanced judgment and problem-solving skills in complex, ambiguous, high-volume and deadline-sensitive situations.
- Ability to analyze structured and unstructured data, identify trends and translate insights into clear recommendations and action.
- Demonstrated capability in operating-model design, capacity planning, workflow optimization, reporting and performance management.
- Knowledge of operational risk, internal controls, audit practices, compliance obligations and issue remediation.
- Highly developed communication, presentation, facilitation, negotiation and strategic influencing skills.
- Proven ability to lead change, sponsor cross-functional initiatives and implement workflow or technology solutions.
- Strong Member, Advisor and partner orientation, with a focus on trust, responsiveness and service quality.
- Ability to develop talent, build inclusive teams and create a positive environment that encourages learning and innovation.
- High attention to detail, sound prioritization and the ability to communicate concisely without compromising facts.
- Proactive, curious and self-directed, with the agility to move between strategic priorities and critical operational issues.
Education, Experience and Professional Qualifications- Undergraduate degree in business, finance, economics or a related discipline, or an equivalent combination of education and experience.
- Ten or more years of progressive financial services experience, including at least five years in people leadership.
- Experience leading multiple operational, processing or sales-support teams in a regulated financial services environment.
- Demonstrated experience improving workflows, implementing change, strengthening reporting and optimizing stakeholder satisfaction.
- Business Banking experience, including exposure to credit, adjudication, legal documentation, commercial lending or government lending programs, is strongly preferred.
- Wealth operations, Advisor sales support, securities operations or estates-processing experience is strongly preferred.
- Experience with audit engagements, AML/ATF, privacy, operational controls and regulatory compliance is an asset.
- Knowledge of process improvement principles and techniques; formal process-improvement or project/change certification is an asset.
- Experience with financial-services systems, workflow platforms, document management, service management and Microsoft productivity tools is required; familiarity with Meridian platforms is an asset.
- Knowledge of Ontario real estate law and applicable estates requirements is an asset.
- Comfort learning and adopting new digital tools, with an openness to using AI-enabled technology to enhance productivity, accuracy, and the Member experience
This role represents an existing vacancy. Internal candidates are being considered as part of our standard process.
Salary Range: $123,400.00 to $185,200.00 CAD
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role's requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto Corporate Office with the ability to travel to our St. Catharines office as needed. This is a hybrid work opportunity.
Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires a minimum of one day per week in the office for purposeful meetings to collaborate, innovate, and build effective relationships with your team, your colleagues, and your leader, which is important to us.
What's in it for you?- We have an inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
- We provide you with the tools and technology needed to delight your candidates and clients.
- You will get to work with and learn from diverse industry leaders and colleagues, who have hailed from top organizations.
- Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
- This is not your typical "corporate" job. We work hard and we have fun!
