Director of Client Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Client Operations, Risk & Complexity Enablement based in Canada.

• Own service delivery and operating performance across assigned client operations and specialized support capabilities, establishing clear expectations for service, productivity, quality, client outcomes, workforce effectiveness, and financial performance.
• Monitor demand, capacity, service levels, emerging issues, and operational trends, leading timely interventions to stabilize performance and meet business commitments.
• Lead operational readiness for launches, market events, volume surges, and service disruptions, including contingency planning, recovery strategies, and execution readiness.
• Establish a disciplined root-cause approach to recurring issues and ensure corrective actions are clearly owned, measurable, and sustained.
• Oversee governance and resolution of escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions, and policy exceptions requiring senior or cross-functional intervention.
• Establish appropriate decision rights, escalation paths, service standards, playbooks, and specialist support models for complex client matters.
• Analyze patterns in complaints, escalations, exceptions, and incidents to identify opportunities for improvements to processes, policies, controls, technology, and training.
• Balance client outcomes, regulatory obligations, operational feasibility, and risk appetite when addressing complex or non-standard situations.
• Partner with Risk, Compliance, Legal, Audit, Operations, and Technology teams to interpret requirements, remediate issues, strengthen controls, and demonstrate closure.
• Translate approved modernization initiatives into operational requirements, implementation plans, readiness milestones, procedures, training, coaching, and frontline execution.
• Establish adoption measures and adjust workflows, capacity, training, or controls when new capabilities do not achieve expected outcomes.
• Ensure new technologies, processes, and capabilities are embedded into day-to-day operations and remain effective after implementation.
• Measure operational benefits, control effectiveness, employee adoption, and client impact, providing clear performance updates to senior leaders and portfolio owners.
• Partner with Product, Technology, AI, Data & Analytics, and service teams to simplify work, improve scalability, and strengthen operational performance.
• Lead operational planning, workforce forecasting, financial management, portfolio governance, and performance reporting.
• Integrate data from multiple sources to develop performance insights, scenarios, recommendations, and resource plans for senior leadership.
• Establish concise dashboards and governance forums covering commitments, benefits, risks, dependencies, decisions, and operational performance.
• Lead and develop high-performing teams by setting clear expectations, strengthening leadership capabilities, supporting succession planning, and fostering an inclusive culture of accountability and collaboration.
• Ensure workforce plans, role clarity, knowledge, training, coaching, and quality practices align with both current demand and future operating requirements.
• Apply sound risk management practices, operating within approved risk appetite and all applicable policies, standards, procedures, laws, and regulations.

• Typically 9+ years of relevant professional experience combined with a post-secondary degree in a related discipline, 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 management, workforce planning, service resilience, process improvement, controls, and complex issue resolution.
• Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technologies, analytics, and operational enablement.
• Proven success leading cross-functional initiatives, operational readiness programs, change adoption, and sustainable benefit realization.
• Strong people leadership, executive communication, influencing, negotiation, and stakeholder relationship-management capabilities.
• Strong financial and analytical skills, including workforce forecasting, business case development, performance measurement, resource planning, and data-driven decision-making.
• Ability to lead effectively through ambiguity, high-pressure events, operational disruptions, and complex issues within a highly regulated and matrixed environment.