Director, Client and Partner Operations Individual Wealth

Equitable • Waterloo, ON

7d • CA$97,000 - CA$145,000 • Hybrid

About The Position

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.
The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d 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 outcomes.
Join 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 environment.
Join one of the region’s top employers and be part of something that truly makes a difference.

Requirements

• Extensive leadership experience managing large-scale operations within a regulated financial services environment.
• Strong knowledge of operational management, service delivery, workforce planning, performance measurement, operational controls, compliance, and risk management.
• Proven ability to lead complex, high-volume operations while balancing service excellence, operational efficiency, risk management, and cost objectives.
• Demonstrated success leading people leaders through coaching, performance management, employee engagement, talent development, and change management initiatives.
• Strong analytical, problem-solving, organizational, and decision-making skills, with the ability to use data and operational metrics to drive results and continuous improvement.
• Experience managing operational reporting, budgets, vendor relationships, business continuity requirements, and cross-functional stakeholder partnerships.
• Excellent 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 improvement.

Responsibilities

• 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 delivery.
• Establish, maintain, and continuously improve operational processes, controls, workflows, and service standards to support efficient, scalable, and repeatable execution.
• Manage operational intake, workflow prioritization, capacity planning, staffing, and resource allocation to meet business volumes and service commitments.
• Provide leadership, coaching, and performance management to managers and supervisors, fostering accountability, engagement, talent development, and succession planning.
• Develop, monitor, and report on key performance indicators related to service levels, turnaround times, quality, productivity, client experience, and cost management, implementing corrective actions as required.
• Identify and mitigate operational risks, ensure compliance with regulatory and internal requirements, support audits and governance activities, and maintain business continuity readiness.
• Partner 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 initiatives.
• Develop and manage departmental budgets, monitor expenses, and identify opportunities to improve efficiency while maintaining high service standards.

Benefits

• Career Growth: Regular learning sessions and development opportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pension matching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach.
• discretionary annual incentive award tied to business performance

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed