Director, Client Operations – Risk & Complexity Enablement

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the complete InvestorLine operations ecosystem, ensuring accountability for operational excellence, service resilience, risk management, complex client outcomes, and execution readiness.

• Propel continuous enhancement across servicing capabilities, controls, workforce efficiency, and operational performance through digital advancements, analytics, and process refinement.

• Direct business operations, risk management, fraud prevention, regulatory compliance, and complex client resolution capabilities.

• Collaborate with the Director of Client Journey, Growth & Modernization to integrate approved priorities into frontline execution, controls, training, and ongoing operational routines.

• Manage service-engine performance and operational effectiveness across designated InvestorLine operations and specialized support functions.

• Establish expectations and operational rhythms for service, productivity, quality, client outcomes, workforce efficiency, and financial performance.

• Monitor demand, capacity, service levels, and emerging issues, leading interventions to stabilize performance and fulfill commitments.

• Ensure operational readiness for launches, market events, volume surges, and service disruptions, including contingency and recovery strategies.

• Govern and address escalations, complaints, fraud incidents, regulatory issues, order-execution challenges, non-standard transactions, and policy deviations.

• Define decision rights, escalation pathways, service standards, playbooks, and specialized support for intricate matters.

• Incorporate risk and control requirements into workflows, technology updates, procedures, training, and performance practices.

• Convert modernization priorities into operational requirements, implementation strategies, and readiness milestones.

• Manage frontline readiness, capacity, procedures, training, coaching, controls, and launch execution.

• Lead operational planning, workforce forecasting, financial management, portfolio governance, and performance reporting.

• Integrate data sources to deliver performance insights, scenarios, and recommendations to senior leadership.

• Create dashboards and forums to track commitments, operational advantages, risks, dependencies, and decisions.

• Set expectations and cultivate an accountable, inclusive, and high-performing culture.

• Enhance leadership capability and succession depth through coaching, feedback, development plans, and talent management.

• Implement the Risk Management Framework, operate within the approved Risk Appetite, and comply with relevant policies, standards, procedures, laws, and regulations.

⛳️ Requirements

• Generally requires 9+ years of relevant experience.

• A post-secondary degree in a related field, or an equivalent combination of education and experience.

• Extensive leadership experience in financial services operations, contact centers or virtual service delivery, business management, and risk or regulatory programs, and transformation.

• In-depth knowledge of operational performance, workforce planning, service resilience, process enhancement, controls, and complex issue resolution.

• Strong familiarity with digital servicing platforms, AI-enabled functions, contact center technology, and analytics.

• Proven track record of leading cross-functional initiatives, ensuring operational readiness, driving change adoption, and delivering sustainable benefits.

• Exceptional people leadership, executive communication, influence, negotiation, and relationship management skills.

• Strong financial and analytical abilities, including forecasting, business case development, performance measurement, and data-driven decision-making.

• Capacity to lead through uncertainty and high-pressure situations in a complex and regulated environment.

• Experience with Lean, Six Sigma, Agile, Change Management, Program Management, or analytics is advantageous.

• Client-focused, risk-aware, outcome-driven, and dedicated to fostering an inclusive culture of ownership, trust, and shared success.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance.

• Tuition reimbursement.

• Accident insurance.

• Life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Manager support.

• Opportunities for networking.

• Accommodations available upon request during the selection process.