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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in financial services operations, focusing on operational performance, risk management, and service resilience. Capable of driving change adoption and delivering sustainable benefits through effective workforce planning and cross-functional collaboration.
Highest-signal resume keywords
Operational Performance ManagementRisk Management FrameworkFinancial Services Operations LeadershipChange ManagementData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Workforce PlanningProcess ImprovementComplex Issue ResolutionFinancial ForecastingPerformance MeasurementOperational ReadinessAnalyticsAI-Enabled CapabilitiesLeanSix Sigma
Soft Skills
Executive CommunicationInfluenceNegotiationRelationship ManagementPeople Leadership
Tools & Technologies
Digital Servicing PlatformsContact Centre TechnologyPerformance Dashboards
Industry Keywords
Financial ServicesRegulatory ProgramsVirtual Service DeliveryClient-CentricOutcome-Oriented
About the role
Key responsibilities & impact- Lead the end-to-end InvestorLine operations ecosystem
- Drive operational excellence, service resilience, risk management, complex client outcomes and execution readiness
- Set operating expectations and rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance
- Monitor demand, capacity, service levels and emerging issues, and lead interventions to stabilize performance
- Own operational readiness for launches, market events, volume surges and service disruptions
- Lead governance and resolution for escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions
- Establish decision rights, escalation paths, service standards, playbooks and specialist support for complex matters
- Embed risk and control requirements into workflows, technology changes, procedures, training and performance routines
- Translate modernization priorities into operational requirements, implementation plans and readiness milestones
- Lead frontline readiness, capacity, procedures, training, coaching, controls and launch execution
- Measure adoption, operational benefits, control effectiveness, employee adoption and client impact
- Lead operational planning, workforce forecasting, financial management, portfolio governance and performance reporting
- Integrate data sources to provide performance insights, scenarios and recommendations to senior leaders
- Establish dashboards and forums to track commitments, benefits, risks, dependencies and decisions
- Act as the primary integrator across stakeholders for operational performance, risk and complex client matters
- Build an accountable, inclusive and high-performing culture
- Develop leadership capability and succession depth through coaching, feedback, development plans and talent management
- Apply the Risk Management Framework and operate within approved Risk Appetite
Requirements
What you’ll need- Typically 9+ years of relevant experience
- Post-secondary degree in a related field, 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, workforce planning, service resilience, process improvement, controls and complex issue resolution
- Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics
- Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery
- Strong people leadership, executive communication, influence, negotiation and relationship-management capability
- Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions
- Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment
- Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset
- Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success
- Must comply with applicable policies, standards, procedures, laws and regulations
Benefits
Comp & perks- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Tools and resources to reach new milestones
- Inclusive, equitable and accessible workplace
- Accommodations available on request during the selection process