Director, Client Operations – Risk & Complexity Enablement

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

📋 Description

• Oversee the comprehensive InvestorLine operations ecosystem.

• Promote operational excellence, service resilience, risk management, complex client outcomes, and execution preparedness.

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

• Track demand, capacity, service levels, and emerging issues, and implement interventions to stabilize performance.

• Take ownership of operational readiness for launches, market events, volume surges, and service interruptions.

• Lead governance and resolution for escalations, complaints, fraud incidents, regulatory issues, order-execution challenges, non-standard transactions, and policy exceptions.

• Establish decision-making rights, escalation paths, service standards, playbooks, and specialist support for complex issues.

• Embed risk and control requirements within workflows, technology modifications, procedures, training, and performance routines.

• Translate modernization priorities into operational needs, implementation strategies, and readiness milestones.

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

• Assess adoption, operational benefits, control effectiveness, employee engagement, and client impact.

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

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

• Create dashboards and forums to monitor commitments, benefits, risks, dependencies, and decisions.

• Act as the primary integrator among stakeholders for operational performance, risk, and complex client issues.

• Foster a culture of accountability, inclusivity, and high performance.

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

• Implement the Risk Management Framework and operate within the approved Risk Appetite.

⛳️ Requirements

• Typically 9+ years of relevant experience.

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

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

• Expert knowledge in operational performance, workforce planning, service resilience, process improvement, controls, and complex issue resolution.

• Strong understanding of digital service platforms, AI-enabled capabilities, contact center technology, and analytics.

• Proven track record of leading cross-functional initiatives, operational readiness, change adoption, and sustainable benefit delivery.

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

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

• Ability to navigate ambiguity and high-pressure situations in a highly matrixed and regulated environment.

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

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

• Must adhere to applicable policies, standards, procedures, laws, and regulations.

🏝️ Benefits

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Comprehensive training and coaching.

• Manager support.

• Opportunities for networking.

• Tools and resources to achieve new milestones.

• An inclusive, equitable, and accessible workplace.

• Accommodations available upon request during the selection process.