Director, Shared Service Center

Fairstone Bank•Toronto, ON

6d•Hybrid

About The Position

The Director role is required to provide leadership, strategic oversight, and accountability across an expanding and increasingly complex portfolio. The role will be responsible for setting direction, driving execution, managing cross‑functional dependencies, and ensuring consistent delivery against business priorities. Elevating this accountability to the Director level enables better decision‑making, supports scalable operations, and aligns the function with enterprise expectations for governance, risk management, and performance management.

Requirements

University Degree
10+ years in Shared Services or large-scale enterprise operations
7+ years leading leaders
Proven experience designing or transforming SSC operating models
Demonstrated success in automation, STP uplift, workflow optimization, and process re-engineering
Strong multi-domain operational experience (credit decisions, payments, data maintenance, compliance casework)
Expertise with Lean/Six Sigma, SOP development, KPI frameworks, and scaling service delivery
Strong financial acumen and understanding of budgeting and cost management
Strong executive communication and cross-functional influence capabilities

Responsibilities

Lead SSC strategy, operating model design, and governance framework.
Drive end-to-end service delivery across process families with strong SLOs and performance rigor.
Implement SOPs, intake frameworks, and standardized workflows.
Own automation strategy: workflow automation, STP uplift, robotics, etc.
Deliver continuous improvement using Lean/Six Sigma methods.
Maintain strong control environment: audit, regulatory, privacy, compliance.
Oversee incident management, risk reduction, and issue remediation.
Develop talent and bench strength with structured capability programs.
Partner with enterprise functions (i.e. Risk, Compliance, Technology, Product, Finance, Contact Centre, Branch) to align SSC capabilities with organizational priorities.
Establish and track performance metrics for shared services and process improvement initiatives.
Provide transparent performance insights through dashboards, KPI reporting, and operational scorecards.
Identify opportunities to centralize and streamline processes to reduce costs and improve service quality
Reduce exception, strengthen controls, and ensure operational resilience.
Lead teams across all service lines.
Create a culture of accountability, innovation, and continuous improvement.
Drive career pathing, cross-training, and workforce flexibility.
Strengthen SSC-wide capability in automation, data literacy, and control discipline.