Director, Platform Operations & Oversight, Digital Wealth Tangerine

Requisition ID: 253317

Tangerine is Canadas leading direct bank. We offer flexible and accessible banking options innovative products and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities and that includes our own internal community. Its important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

As Canadas leading digital bank Tangerine technology is at the heart of everything we do. We have redefined what digital banking is and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges Are you ready to reach new heights in your career and become part of an established disruptor If so come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Director Platform Operations & Oversight Digital Wealth is accountable for the performance stability and service quality of the Tangerine Wealth dealer platform with clear ownership of client outcomes and advisor support. The role owns endtoend client and advisor outcomes and ensures a reliable timely and highquality experience by embedding outcomebased performance management and acting as the clientadvocacy voice across dealer platform operations.

This leader oversees incident management change demand and operational risk to minimize client impact and while ensuring adherence to securities regulations. Through strong governance controls and continuous improvement the role ensures the platform remains resilient scalable and aligned to Tangerines digitalfirst strategy.

Is this role right for you In this role you will:

• Enterprise Platform Performance & Client Outcomes
  • Own accountability for dealer platform performance service quality and client/advisor outcomes across Digital Wealth
  • Establish and lead performance governance including regular crossfunctional reviews of platform health service reliability and client impact
  • Drive continuous improvements across transfer timeliness fund processing reporting accuracy and call-driver reduction
  • Define and oversee outcome-based KPIs that directly reflect client and advisor outcomes (e.g. speed accuracy digital experience complaint trends)
  • Ensure internal teams and thirdparty partners are contractually and operationally aligned to customer experience and service quality expectations
    
    
• Strategic Change Demand & Roadmap Governance
  • Own prioritization of change demand across the dealer platform to maximize client advisor and regulatory outcomes
  • Chair and operate governance forums to assess sequence and prioritize work based on customer impact regulatory risk and strategic value
  • Provide executivelevel visibility into upcoming changes affecting client journeys advisor workflows and operational capacity
  • Ensure platform capacity planning and delivery roadmaps are fully aligned to Tangerines digitalfirst strategy and growth ambitions
  • Anticipate and proactively manage change impacts from regulatory developments market events and new product launches
    
    
• Incident Management & Client Advocacy
  • Serve as the business lead accountable for dealer platform incident management and clientimpacting events
  • Ensure rapid containment transparent communication and seniorlevel escalation for incidents affecting clients advisors or regulatory obligations
  • Act as the ultimate clientadvocacy voice in triage decisions ensuring prioritization reflects customer and advisor impact
  • Lead enterprise trend analysis to identify systemic issues driving complaints service failures or operational risk
  • Sponsor postincident reviews and ensure structural improvements are embedded to strengthen platform resilience and client trust
    
    
• Platform Governance Controls & Regulatory Oversight
  • Help establish and maintain a robust enterprise control framework protecting client assets data integrity and service quality
  • Provide senior operational oversight of regulatory risk across transfers cash movements reconciliations trade processing and reporting
  • Ensure clear ownership documentation and accountability for all dealer operational processes
  • Oversee timely resolution of operational errors breaches and service gaps with control enhancements implemented where required
  • Partner closely with Risk Compliance and Legal to ensure ongoing CIRO compliance and audit readiness
    
    
• Platform & Experience Transformation
  • Set the strategic agenda for continuous improvement across customer and advisor journeys
  • Champion simplification automation and digitization to reduce manual effort errors and cycle times
  • Act as a senior thought partner to Digital Product and Technology leaders ensuring operational insight informs platform and experience roadmaps
  • Sponsor and lead crossenterprise initiatives to reduce friction in key journeys (e.g. transfers distributions reporting settlement readiness)
  • Use data and client insight to prioritize improvements that that materially improve experience and scalability

Do you have the skills that will enable you to succeed in this role Wed love to work with you if you have:

• 10 years of progressive experience in operations service delivery and operational oversight within a CIRO/IIROC regulated investment dealer (digital-first of fintech environments strongly preferred)
• 5 years in a senior leadership role with accountability for dealer platform performance operational risk and service outcomes
• Deep endtoend expertise across investment dealer operations including transfers trading settlements reconciliations custody and reporting
• Strong relationship management skills with the ability to influence and persuade both internal and external stakeholders
• Demonstrated experience in managing complex crossfunctional projects and executing against priorities in fastpaced environments
• Demonstrated experience partnering with digital experience advisors product and technology teams to embed operational feedback into customer experience and platform roadmaps
• Proven track record of improving client and advisor experience through measurable reductions in complaints cycle times errors or incidents
• Experience managing thirdparty vendors and ensuring service quality through clear accountability and performance management

Whats in it for you

• Work in a mission-driven culture that prioritizes empowerment diversity and continuous learning.
• Join a modern banking environment where design plays a central role in shaping client value.
• Be part of a high-visibility team that is reimagining the future of personal finance in Canada.
• You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*.
• You belong here we are equal and un-complicated. Bring your true self to work dress codes dont apply here.
• You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabanks pension & benefits programs (available to permanent employees)

Location(s): Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process please let our Recruitment team know.