Vice President, Operations, EQ Bank

EQ Bank | Equitable Bank; Toronto; Hybrid; CAD 150,000 - 200,000; Full time

Job summary

Join a leading FinTech as the Vice President of Operations for Digital Banking. You'll oversee all facets of digital banking operations, enhance customer care, and lead innovative solutions. This role demands a strategic mindset and a commitment to compliance, with a focus on improving customer experiences and operational efficiency.

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

Annual professional development allowance

Qualifications

• Minimum of 15+ years of experience in banking operations or digital banking.
• Strong understanding of financial regulations and compliance requirements.

Responsibilities

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

Skills

Leadership

Strategic Thinking

Problem Solving

Data Analytics

Education

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

Advanced degree or professional certification(s)

Tools

Data analytics tools

Job description

Join a Challenger

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 have the opportunity to 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, 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 together with the Risk organization to build controls that balance customer/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 aspirations 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!

• Accountable for the optimization of 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/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/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 and 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, with an advanced degree or professional certification(s) preferred.
• Experience: Minimum of 15+ years of experience in banking operations, digital banking, or a related field, with a proven leadership track record.
• Technical Skills: In-depth knowledge of digital banking technologies, trends, regulatory requirements, and industry standards.
• Regulation and Compliance: Strong understanding of financial regulations, compliance requirements, and risk management principles.
• Data Analytics: Proficiency in data analytics tools and techniques to support informed decision-making.
• Power Skills: Strong leadership and team management skills, with experience in building and mentoring high-performing teams at scale.
• Excellent communication and interpersonal skills, strategic thinking, and problem-solving capabilities.
• Experience leading large-scale change management, company-wide programs, and process optimization.
• Attributes: Visionary and innovative mindset, with a commitment to continuous learning and development.

Key Challenges & Opportunities!

• Strategic Mindset: Ability to evaluate complex situations and prioritize actions aligned with long-term goals.
• Strategic Alignment and Decision-Making: Align strategies, analyze data, and forecast changes to adapt accordingly.
• Regulatory Compliance and Risk Management: Implement robust AML and fraud prevention frameworks, ensuring compliance and risk mitigation.
• Technological Integration and Innovation: Understand and adopt advanced technologies to enhance customer experience and operational efficiency.
• Leadership and Team Dynamics: Foster collaboration, develop mentorship programs, and inspire continuous improvement.
• Long-Term Thinking/Foresight: Anticipate challenges and develop proactive solutions.
• Performance Optimization and Metrics: Establish KPIs, analyze data, and drive initiatives to improve efficiency and productivity.

What we offer [For full-time 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 caring for your little one

Generous vacation policy and personal days

Virtual events to connect with 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 banking experience

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

Equitable Bank is deeply committed to inclusion. We celebrate diverse experiences and perspectives, supporting our staff’s growth both professionally and personally.

We are committed to 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 must pass a criminal background and credit check to qualify for hire. Only leading candidates whose skills closely match the requirements will be contacted.

We look forward to meeting you!