Director, Client and Partner Operations Individual Wealth

The Opportunity: At Equitable we believe great things happen when we work together. Were a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If youre passionate about making a difference and growing your career in an inclusive and collaborative environment wed love to hear from you. Our culture is built on care passion and curiosity. We put people above all else strive to be our best and welcome new ideas to deliver positive Equitable as the Director Individual Wealth Operations and play a key leadership role in shaping the delivery of operational services that support our growing Individual Wealth business. This is an exciting opportunity to lead high-performing teams drive operational excellence influence strategic priorities and enhance the experience of our clients and advisors. The successful candidate will combine strong operational leadership with a passion for service continuous improvement and team development while helping to build a best-in-class operations function in a dynamic and evolving one of the regions top employers and be part of something that truly makes a Arrangements: This is a hybrid role. You will work in our office in Waterloo ON a minimum of two (2) assigned consecutive days every other week plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum youll do:Lead and oversee Individual Wealth operational functions including administration client contact centre operations claims reporting and escalations ensuring timely accurate compliant and client-focused service maintain and continuously improve operational processes controls workflows and service standards to support efficient scalable and repeatable operational intake workflow prioritization capacity planning staffing and resource allocation to meet business volumes and service leadership coaching and performance management to managers and supervisors fostering accountability engagement talent development and succession monitor and report on key performance indicators related to service levels turnaround times quality productivity client experience and cost management implementing corrective actions as and mitigate operational risks ensure compliance with regulatory and internal requirements support audits and governance activities and maintain business continuity with technology and vendor teams to ensure operational systems and services are effective stable and aligned with business needs while supporting operational improvements and transformation and manage departmental budgets monitor expenses and identify opportunities to improve efficiency while maintaining high service youll bring:Extensive leadership experience managing large-scale operations within a regulated financial services knowledge of operational management service delivery workforce planning performance measurement operational controls compliance and risk ability to lead complex high-volume operations while balancing service excellence operational efficiency risk management and cost success leading people leaders through coaching performance management employee engagement talent development and change management analytical problem-solving organizational and decision-making skills with the ability to use data and operational metrics to drive results and continuous managing operational reporting budgets vendor relationships business continuity requirements and cross-functional stakeholder communication and relationship management skills with the ability to influence collaborate and build strong partnerships across all levels of the organization.A client-focused results-oriented leadership style combined with curiosity adaptability accountability and a commitment to continuous in it for you:Career Growth: Regular learning sessions and developmentopportunitiesTotal Rewards: Incentive pay annual salary reviews employer-paid benefits and pensionmatchingTime Away: Competitive vacation plus one paid volunteer day each yearFlexibility: Healthy work-life balance with employee wellness always top of mind complemented by a dress for your day Equitable were committed to fair pay and an inclusive accessible hiring experience. If you need accommodations or alternative formats at any stage just reach out to us at Were happy to base pay will be based on your skills qualifications experience and addition to your salary this role is eligible for a discretionary annual incentive award tied to business performance plus a wide range of competitive benefits. If youre selected to move forward our Talent Acquisition team will walk you through all the details of our total rewards program so you know exactly whats To: AVP Individual Wealth Operations Client Experience and Digital TransformationDepartment: Individual Wealth OperationsTerm: Permanent Full-Time