Director Operations

Position Summary

Reporting to the Vice President, the Director, Operations is responsible for leading and optimizing operational functions that support the bank’s digital platforms, third-party broker channels for mortgages and deposits, and all operational elements related to lending and deposit banking products. This role ensures seamless service delivery, regulatory compliance, and operational excellence across all digital and broker-related banking processes.

Major Duties & Responsibilities

Strategic and Operational Leadership

• Develop and execute operational strategies aligned with the bank’s goals.
• Lead cross-functional teams to improve efficiency, reduce costs, and enhance service delivery.
• Oversee daily operations across payments, lending, deposits, and digital banking.
• Establish and monitor key performance metrics to drive performance and client satisfaction.
• Maintain strong broker relationships and ensure adherence to SLAs.
  
  

Process Improvement and Technology Integration

• Identify and implement automation and digital transformation, including AI-driven solutions.
• Lead initiatives to streamline workflows and improve client experience.
• Oversee system implementations and ensure effective staff training.
• Leverage operational data to support strategic decision-making.
  
  

Team Leadership and Development

• Lead a team of operations managers and specialists across digital and broker channels.
• Foster a culture of accountability, innovation, and continuous improvement.
• Coach and mentor team members to support professional growth and performance excellence.
  
  

Budgeting and Resource Management

• Develop and manage operational budgets.
• Monitor expenditures and ensure cost-effective operations.
• Allocate resources efficiently to meet service level expectations efficiently.
  
  

Stakeholder Engagement

• Serve as a liaison between executive leadership and operational teams.
• Provide regular updates to senior management on performance, risks and strategic initiatives.
• Collaborate with product, technology, marketing, and externals partners to deliver high-quality banking solutions.
• Stay informed on industry trends and regulatory developments to support innovation and growth.
  
  

Regulatory Compliance and Risk Management

• Ensure all compliance with federal and provincial banking regulations (e.g., OSFI, FINTRAC, FCAC, CDIC, CRA).
• Collaborate with compliance and legal teams to manage operational risk and maintain robust internal controls.
  
  

Qualifications & Experience

Degrees, Diplomas & Certifications:

• Bachelor’s degree in Business Administration, Finance, or related field. Master's degree preferred.
  
  

Years and Range of Experience Required to Perform the Job:

• 8–10 years of experience in banking operations, with 5–7 years in a leadership role.
• Deep knowledge of digital banking platforms, broker networks, and regulatory frameworks.
• Proven ability to lead cross-functional teams and managing complex projects.
• Strong analytical, problem-solving, and decision-making skills, with a data-driven approach to operations management.
• Demonstrated success in strategic planning and operational execution.
• Excellent communication and stakeholder management skills.
• Experience building high-performing teams and fostering a positive work culture.
• Familiarity with regulatory requirements (e.g., OSFI, FINTRAC, FCAC, CDIC, CRA).