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Central 1

Director, Client Delivery Operations – Excellence

Central 1

. Oversee service delivery across Payments, Treasury Services, Application Audit, and Documentation .

Posted 10/22/2026full-timeVancouver • CanadaLead💰 CA$130,000 - CA$155,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational delivery management, performance improvement, and quality management within payments and financial services. Capable of leading cross-functional teams, developing service measurement frameworks, and implementing continuous improvement initiatives.

Highest-signal resume keywords
Delivery ManagementOperational PerformanceQuality ManagementStakeholder ManagementPerformance Improvement

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Operational DeliveryPerformance StandardsQuality ManagementData AnalysisService Measurement FrameworksFinancial PlanningCapacity PlanningContinuous ImprovementProject ManagementClient Onboarding
Soft Skills
Communication SkillsAnalytical SkillsFacilitation SkillsTeam BuildingEmployee Development
Tools & Technologies
Delivery Operating FrameworkQuality ScorecardsReporting ToolsPerformance Metrics
Industry Keywords
PaymentsTreasury ServicesFinancial ServicesRegulatory RequirementsPMO Operations

About the role

Key responsibilities & impact
  • Oversee service delivery across Payments, Treasury Services, Application Audit, and Documentation
  • Lead the Client Request Management function, including request intake and triage, service levels, escalation, reporting, tooling, and resolution quality
  • Coordinate planning across internal teams for client onboarding, significant volume changes, mergers and acquisitions, and other major client changes
  • Partner with Corporate IT on payments incidents, operational requests, capacity and resourcing needs, and delivery performance
  • Monitor delivery performance across quality, timeliness, throughput, and resource utilization
  • Oversee capacity planning for the Client Engagement team and manage complex delivery and operational issues
  • Lead continuous improvement initiatives across teams and programs
  • Own and evolve the delivery operating framework, including methodologies, standards, tools, templates, training, and approaches
  • Lead quality reviews and audits and implement sustainable improvements to processes, standards, governance, and training
  • Develop service measurement frameworks and quality scorecards
  • Lead financial, business, and capital planning for the Delivery team
  • Develop longer-term operational plans aligned with changing client needs, industry trends, and strategic priorities
  • Partner with senior leaders to strengthen and scale service delivery
  • Build an engaged, high-performing team by supporting employee experience, development, and satisfaction

Requirements

What you’ll need
  • 8-10 years of experience in delivery management, PMO operations, service management, or operational performance roles
  • Strong background in operational delivery, performance standards, and quality management
  • Proven experience driving performance improvement and operational excellence in project-based environments
  • Previous experience acting as a business partner or liaison with IT and other corporate functions is beneficial
  • Good knowledge of payments and financial services environments and regulatory requirements
  • Strong analytical skills with the ability to translate data into actionable insights and performance improvements
  • Excellent stakeholder management, facilitation, and communication skills at multiple levels

Benefits

Comp & perks
  • Work-life flexibility
  • Hybrid work environment
  • Variable annual incentive plan of 20%-30%
  • Generous annual vacation allotment
  • Top-notch flexible benefits plan including family building and gender affirmation
  • Retirement Plan, matched contributions at 6%
  • Access to a learning platform and educational assistance support
  • Access to a virtual wellness platform
  • Career development opportunities
  • Wellness Flex Fund to support personal interest and activities
  • Day off to volunteer in your community and other paid time off options
  • Corporate discounts