Head of Operations

Community Trust; Halton Hills; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading financial institution in Ontario is seeking a Head of Operations to oversee core operational processes at the bank. You will ensure efficiency, reliability, and scalability while managing client service and operational excellence. The ideal candidate will have 15+ years of Fin-Tech experience and strong financial acumen. This role offers a hybrid work environment with competitive compensation and benefits.

Benefits

Health & wellbeing resources

Paid vacation and personal days

Competitive compensation and benefits

Career growth opportunities

Diverse team environment

Qualifications

• 15+ years in Fin-Tech, leading banking operations with expertise in Cards & Payment types.
• Experience in a B2B payments and financial services environment.
• Knowledge of banking, mortgages, unsecured lending, credit card industry.
• Ability to motivate, drive change, and challenge the status quo.

Responsibilities

• Manage day-to-day banking operations ensuring alignment with business goals.
• Ensure high levels of service delivery and client satisfaction.
• Lead process improvement initiatives across operational areas.
• Oversee critical operational systems and optimize for scalability.

Skills

Fin-Tech Experience

B2B Payments

Banking Knowledge

Communication Skills

Financial Acumen

P&L Management

Job description

5700 Yonge St, North York, ON M2M 4G3, Canada

Job Description

Posted: Monday, March 31, 2025, at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services, and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries, and discover what you are truly capable of.

This is a place where you can explore, discover, and learn with continuous growth. As a diverse and inclusive workplace with a hybrid working environment, you can unleash your creativity and curiosity without limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in the office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Head of Operations. Could it be you?

The Head of Operations oversees core operational processes at the Bank, ensuring efficiency, reliability, and scalability. The role focuses on operational excellence while managing key functions like adjudication, security, fraud prevention, client service, administration, and process improvement. You will be responsible for operational efficiency, process improvements, quality control, and will hold responsibilities in the 1st line of defense.

Responsibilities include but are not limited to:

Operational Oversight and Service Delivery:

• Leads and manages day-to-day banking operations, including adjudication, client service, security, fraud prevention, and administration, ensuring alignment with business goals and customer needs.
• Oversees client service operations, ensuring high levels of service delivery, client satisfaction, and timely resolution of issues.
• Manages administrative functions related to operational activities, ensuring workflows are organized, documented, and compliant with policies and regulations.
• Ensures service teams meet performance goals, maintaining high standards of client service and operational efficiency.
• Collaborates with department heads to streamline operations for smooth and effective service delivery.

Process Improvement, Vendor Management, and Administration:

• Leads process improvement initiatives across operational areas, continuously enhancing efficiency and performance.
• Manages relationships with vendors and third-party providers, ensuring high service levels and compliance.
• Monitors vendor performance and addresses issues or inefficiencies.
• Oversees administration of operational processes, ensuring proper documentation and resource allocation.
• Implements and maintains efficient administrative systems supporting operational activities.

Systems Operator and Service Optimization:

• Oversees critical operational systems, ensuring workflows are efficient and standards are met.
• Optimizes systems for scalability, reliability, and compliance.
• Monitors system performance, identifying and addressing inefficiencies.
• Acts as process owner for core workflows, ensuring adherence and standardization.
• Provides performance insights and recommendations for improvement.

Candidate Profile:

• 15+ years in Fin-Tech, leading banking operations with expertise in Cards & Payment types, digital/mobile interactions.
• Significant experience in B2B payments and financial services.
• Deep knowledge of banking, mortgages, unsecured lending, credit card industry; OSFI regulated environment experience preferred. B2C experience is critical.
• Exceptional communication skills, ability to motivate, drive change, and challenge the status quo. Strong relationship-building skills.
• Strong financial acumen, strategic to implementation skills, and ability to work in an Agile manner.
• Technical expertise to challenge and improve operational processes.
• Ability to pivot priorities as required.
• Deep experience in P&L management.

Interested? Click below to apply!

At Questrade Financial Group, with multiple locations worldwide, we are committed to a diverse, inclusive, and accessible work environment. We value the unique skills and experiences you bring. Our team reflects the communities we serve, fostering innovation and growth. If you require accommodations during the recruitment process, please let us know.

J-18808-Ljbffr