Director, Client Delivery Operations & Excellence-(Hybrid)

Central 1; Vancouver; Hybrid; CAD 130,000 - 155,000; Full time

Benefits offered by this job

Work-life flexibility

Hybrid work environment

Variable annual incentive plan

Generous annual vacation allotment

Flexible benefits plan includingfamily

Retirement Plan, matched contributions

Learning platform and educational_assi

Virtual wellness platform

Career development opportunities

Wellness Flex Fund

Volunteer day and other paid time off

Corporate discounts

Job summary

Central 1 is seeking a Director, Client Delivery Operations and Excellence to lead the operational performance and continuous improvement of the Client Delivery function, ensuring high-quality outcomes for our clients and scalable service delivery across Payments, Treasury Services, and related domains.

You’ll align with corporate IT on resourcing, incidents, and delivery performance while building a high-performing team.

Qualifications

• 8–10 years of experience in delivery management, PMO operations, service management, or similar.
• Strong background in delivery and quality management.
• Experience driving performance improvement and operational excellence.
• Experience partnering with IT and corporate functions is beneficial.

Responsibilities

• Oversee service delivery across multiple domains to ensure consistent, high-quality client support.
• Lead the Client Request Management function, including intake, SLAs, escalation, reporting, tooling, and quality.
• Coordinate planning for onboarding, volume changes, mergers, and major client changes with internal teams.
• Partner with Corporate IT on incidents, capacity, and delivery performance to support resolution.
• Monitor delivery performance using quality, timeliness, throughput, and resource utilization metrics.
• Develop and maintain the delivery operating framework and standards.

Skills

Delivery management

PMO operations

Service management

Operational performance

Data analytics

Stakeholder management

Communication skills

Job description

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Work-life flexibility
• Hybrid workenvironment
• Variable annual incentive plan
• Generous annual vacation allotment
• Top-notch flexible benefits planincluding family building and gender affirmation
• Retirement Plan, matched contributions at 6%
• Access toa learning platform and educational assistancesupport
• 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 andother paid time off options
• Corporate discounts

*subject to employment agreement

Job Summary:

As the Director, Client Delivery Operations and Excellence, you’ll lead the operational performance and continuous improvement of the Client Delivery function, ensuring teams are set up to deliver consistent, high-quality outcomes for our clients. You’ll oversee the service delivery framework and Request Management operating model, establish clear performance and quality standards, and identify opportunities to improve how work is delivered. You’ll also partner closely with Corporate IT on resourcing and capacity, incidents, operational requests, and delivery performance, while helping build a more scalable, efficient, and effective Client Delivery organization.

What you’ll be doing:

Delivery Operations:

• Oversee service delivery across Payments, Treasury Services, Application Audit, and Documentation, ensuring clients receive consistent, high-quality support.
• Lead the Client Request Management function, including request intake and triage, service levels, escalation, reporting, tooling, and resolution quality.
• Ensure the organization is operationally prepared for client onboarding, significant volume changes, mergers and acquisitions, and other major client changes by coordinating planning across internal teams.
• Partner closely with Corporate IT on payments incidents, operational requests, capacity and resourcing needs, and delivery performance to support timely and effective resolution.
• Monitor delivery performance across key measures such as quality, timeliness, throughput, and resource utilization, using insights to identify areas for improvement.
• Oversee capacity planning for the Client Engagement team and establish clear processes for managing complex delivery and operational issues.

Delivery Excellence & Continuous Improvement:

• Lead continuous improvement initiatives across teams and programs to strengthen delivery efficiency, quality, and client outcomes.
• Own and evolve the delivery operating framework, including methodologies, standards, tools, templates, training, and approaches that support both existing and emerging services.
• Lead quality reviews and audits, ensuring findings translate into meaningful and sustainable improvements to processes, standards, governance, and training.
• Develop service measurement frameworks and quality scorecards to track delivery effectiveness, operational risks, trends, and client outcomes.
• Lead the financial, business, and capital planning for the Delivery team, ensuring priorities and investments align with departmental goals and corporate strategy.
• Develop longer-term operational plans that position Client Delivery to respond to changing client needs, industry trends, and strategic priorities.
• Partner with senior leaders to continually strengthen how services are delivered and identify opportunities to improve and scale the function.
• Build an engaged, high-performing team by supporting employee experience, development, and satisfaction

What you’ll have:

• 8-10 years of experience in delivery management, PMO operations, service management, or operational performance roles.
• Strong background in both operational delivery and 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.

Salaryrange:

$130,000-$155,000 plus a variable pay incentive of 20%-30%

The salaryrepresentsthe job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training

#LI-Hybrid

Central 1 does not use Artificial Intelligence (AI) technology to screen, assess, or select applicants during our recruitment process. This job posting is for an existing, specific vacancy within our organization. All applications will be considered exclusively for the position described in this posting.

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.