Vice President, Operations, EQ Bank

Equitable Group; Toronto; Hybrid; CAD 150,000 - 225,000; Full time

Job summary

Equitable Group is seeking a Vice President of Operations for Digital Banking to oversee and innovate digital banking operations. This role is crucial for shaping customer experiences, leading a team of over 200 members, and implementing risk management strategies. The ideal candidate will have extensive experience in banking operations, demonstrating leadership and strategic thinking to drive business success.

Benefits

Competitive discretionary bonus

Market-leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity / Parental top-up

Generous vacation policy and personal days

Annual professional development allowance

Qualifications

• Minimum of 15+ years in banking operations, digital banking, or related fields.
• Strong understanding of financial regulations, compliance, and risk management.

Responsibilities

• Oversee and evolve digital banking operations to enhance customer care.
• Lead AML and Fraud prevention teams in collaboration with the Risk organization.

Skills

Leadership

Team management

Data analytics

Education

Bachelor’s degree in business, finance, or related field

Advanced degree or professional certification

Job description

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

The Work

Are you ready for a thrilling challenge? As the Vice President of Operations for Digital Banking, you'll oversee and evolve every facet of our digital banking operations. From enhancing customer care to leading cutting-edge defense against financial crime, your role is pivotal in shaping the future of EQ Bank.

This isn’t about maintaining the status quo. This is your opportunity to shape the very fabric of our digital operations, from crafting seamless customer journeys for even the most complex scenarios to pioneering innovative solutions that set industry benchmarks. You'll be at the helm of a critical function, directly impacting customer satisfaction and safeguarding the integrity of our digital ecosystem.

As a key member of the EQ Bank Executive team, you'll collaborate to strategize and implement initiatives that boost customer engagement and streamline operations and how our products & services are used across our digital platforms. Leading a dynamic team of over 200 employees, you'll foster a culture of collaboration and continuous improvement.

Leading our first-line AML and Fraud prevention teams, you'll work together with the Risk organization to build controls that balance customer and employee experience with effectiveness. Your commitment to compliance and security will ensure we meet regulatory requirements while maintaining efficiency and reliability.

Ideal candidates have deep expertise in Banking operations and customer servicing, Fraud & AML risk management, strategic operational reporting, automation, and data-driven decision-making. We are looking for challengers who have a track record of setting exciting goals and achieving them through diligent execution and change management.

This is your chance to lead impactful change for EQ Bank to ensure our ability to deliver exceptional customer service at scale as we continue to launch innovative Retail and Small Business Banking products and features.

The Core Responsibilities!

• Optimize core operations processes to enhance overall business performance and efficiency.
• Collaborate with senior leadership to drive performance, accountability, and continuous improvement of strategic priorities.
• Build, mentor, and lead a high-performing team while fostering a collaborative culture.
• Oversee Digital Banking reviews and planning to ensure alignment on strategic goals and execution.
• Manage performance execution and drive operational excellence across the business, including implementing planning and reporting systems, goal management frameworks, and decision-making processes.
• Define and implement effective ways of working strategies and work models that maximize employee communication, collaboration, and productivity.
• Spearhead large-scale strategic initiatives, project and program management, and ensure cross-functional impact.
• Establish and track KPIs and key business metrics to measure success and drive improvements across departments.
• Leverage future of work practices and systems, applying technology to enable operating efficiencies and data-driven decision-making.
• Develop and implement risk mitigation strategies to ensure operational resilience, business continuity, compliance, and broader governance of Risk Management.
• Lead efforts to streamline workflows and eliminate inefficiencies across all departments.

Let's Talk About You!

• Educational Background: Bachelor’s degree in business, finance, or a related field; an advanced degree or professional certification(s) is preferred.
• Experience: Minimum of 15+ years in banking operations, digital banking, or related fields, with proven leadership experience.
• Technical Skills: Knowledge of digital banking technologies, trends, and familiarity with regulatory requirements and industry standards.
• Regulation and Compliance: Strong understanding of financial regulations, compliance, and risk management principles.
• Data Analytics: Proficiency in data analytics tools and techniques for informed decision-making.
• Power Skills: Leadership, team management, and experience in building high-performing teams at scale.
• Communication: Excellent interpersonal and strategic thinking skills.
• Change Management: Experience leading large-scale change initiatives and process optimization.
• Attributes: Visionary, innovative, committed to continuous learning and development.
• Strategic Mindset: Ability to evaluate complex situations and prioritize actions aligned with long-term goals.
• Decision-Making: Ability to analyze data, forecast, and adapt strategies accordingly.
• Regulatory and Risk: Implement AML and fraud prevention frameworks, ensuring compliance and risk mitigation.
• Technological Integration: Ability to leverage advanced technologies to enhance customer experience and operational efficiency.
• Leadership: Foster collaboration, inclusivity, and continuous improvement within teams.
• Long-Term Thinking: Proactive problem-solving and foresight capabilities.
• Performance Metrics: Establish and analyze KPIs to drive efficiency and productivity improvements.

What we offer [For full-time permanent roles]

Competitive discretionary bonus

Market-leading RRSP match program

• Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity / Parental top-up while you care for your little one

Generous vacation policy and personal days

Virtual events to connect with your colleagues

Annual professional development allowance and comprehensive Career Development program

A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will work in a hybrid model, with in-office time at Equitable Bank’s office located at 2200-25 Ontario Street, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger when we honor and celebrate everyone’s diverse experiences and perspectives. We support and encourage our staff to grow both in their careers and personally.

We are committed to providing a barrier-free recruitment process and work environment. Please inform us of any accommodations needed to bring your best self to the application process and beyond. All candidates considered for hire must pass a criminal background check and credit check. Only leading candidates whose skills and qualifications closely match the requirements will be contacted by an Equitable recruiter.