Vice President, Operations, EQ Bank

EQ Bank; Toronto; Hybrid; CAD 150,000 - 250,000; Full time

Job summary

EQ Bank is seeking a Vice President of Operations for Digital Banking to enhance customer care and lead digital banking operations. This pivotal role involves overseeing a large team, driving performance accountability, and implementing innovative solutions to improve customer satisfaction. Ideal candidates will have extensive experience in banking operations and a strong leadership background.

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

Career development programs

Qualifications

• Minimum of 15 years in banking operations or digital banking.
• Proven leadership track record.
• In-depth knowledge of digital banking technologies.

Responsibilities

• Oversee and evolve digital banking operations.
• Lead a team of over 200 employees.
• Implement risk mitigation strategies.

Skills

Leadership

Change Management

Data Analytics

Communication

Strategic Thinking

Education

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

Advanced degree or professional certifications

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. 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 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 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 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 our digital ecosystem's integrity.

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, including 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 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, customer servicing, Fraud & AML risk management, strategic operational reporting, automation, and data-driven decision-making. We seek challengers with a track record of setting ambitious goals and achieving them through diligent execution and change management.

This is your chance to lead impactful change for EQ Bank, ensuring 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!

• Accountable for optimizing 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 monthly, quarterly, and annual reviews and planning to ensure alignment with strategic goals and execution.
• Manage performance, drive operational excellence, and implement planning and reporting systems, goal management frameworks, and decision-making processes.
• Define and implement effective ways of working strategies and work models that maximize communication, collaboration, and productivity.
• Spearhead large-scale strategic initiatives, project/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 first-line 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 certifications are preferred.
• Experience: Minimum of 15 years in banking operations, digital banking, or related fields, with a proven leadership track record.
• Technical Skills: In-depth knowledge of digital banking technologies and trends, regulatory requirements, and industry standards.
• Regulation and Compliance: Strong understanding of financial regulations, compliance requirements, and risk management principles.
• Data Analytics: Proficiency with data analytics tools and techniques to inform decision-making.
• Power Skills: Leadership and team management skills, with experience in building and mentoring high-performing teams at scale.
• Communication: Excellent interpersonal and communication skills, strategic thinking, and problem-solving abilities.
• Change Management: Experience leading large-scale change programs and process optimization.
• Attributes: Visionary, innovative, committed to continuous learning and development.
• Strategic Mindset: Ability to evaluate complex situations, prioritize actions, and align with long-term goals.
• Regulatory & Risk: Implement AML and fraud prevention frameworks, ensuring compliance and risk mitigation.
• Technological Innovation: Understand and integrate advanced technologies to enhance customer experience and operational efficiency.
• Leadership: Foster collaboration, develop mentorship programs, and inspire continuous improvement.
• Foresight: Anticipate challenges and proactively develop solutions.
• Performance Metrics: Establish KPIs, analyze data, and drive initiatives to improve efficiency and productivity.

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
• Generous vacation policy and personal days
• Virtual events to connect with colleagues
• Annual professional development allowance and career development programs
• A fulfilling opportunity to join a top FinTech and help create a new banking experience

The incumbent will work in a hybrid model, with time spent working from Equitable Bank's office at 2200 Ontario Street, Toronto, ON.

Equitable Bank is deeply committed to inclusion, celebrating diverse experiences and perspectives. We support and encourage staff growth both professionally and personally. We are committed to a barrier-free recruitment process and work environment. Candidates must pass criminal background and credit checks. Only candidates closely matching the skills and qualifications will be contacted.

We can't wait to get to know you!