Vice President, Operations

EQ Bank | Canada's Challenger Bank • Toronto, ON

2d • Hybrid

About The Position

The Vice President of Operations, Personal Banking is a strategic executive leader responsible for driving the operating model, execution discipline, operational performance, and business transformation agenda across EQ Bank's Personal Banking portfolio. Reporting to the SVP, Card & Loyalty Operations, Personal Banking, serves as a key member of the Personal Banking Leadership Team and is accountable for enabling scalable growth, operational excellence, customer experience delivery, risk management, governance, and enterprise-wide execution. The VP of Operations partners closely with leaders across the Personal Banking portfolio, oversees the contact centre operations and executes against strategic priorities while maintaining strong operational controls and regulatory compliance. The role acts as the connective link across the Personal Banking organization, ensuring alignment between strategy, execution, governance, and performance outcomes.

Requirements

• Undergraduate degree in Business, Finance, Commerce, Economics, Engineering, or a related discipline.
• 15+ years of progressive leadership experience within financial services, banking, fintech, with specific experience valued from a highly regulated environment.
• Significant experience leading large-scale operations, strategic programs, transformation initiatives, and business execution functions.
• Proven success working with executive leadership teams and influencing enterprise-level decisions.
• Experience managing complex cross-functional programs, governance structures, and operational risk frameworks.
• Demonstrated leadership in scaling businesses through growth, integration, transformation, or operating model redesign.

Nice To Haves

• MBA or equivalent graduate education preferred.

Responsibilities

• Partner with the EVP, Personal Banking & SVP, Cards & Loyalty to define and execute the overall business strategy.
• Translate strategic objectives into actionable operating plans and measurable outcomes.
• Lead the Personal Banking operating process, creating a strong rhythm of business reviews, strategic planning, executive reporting, and performance management.
• Ensure alignment and coordination across Personal Banking business units and enterprise partners.
• Act as a trusted advisor and thought partner to the Personal Banking Leadership Team on business priorities, operating risks, and growth opportunities.
• Establish and oversee the operating model for Personal Banking.
• Oversee customer operations, payments operations, business operations, and service delivery.
• Drive continuous improvement initiatives that enhance efficiency, scalability, customer experience, and organizational effectiveness.
• Lead operational performance management through KPIs, service-level metrics, productivity measures, and customer outcomes.
• Ensure operational resilience and readiness to support business growth and transformation.
• Foster a culture of accountability, execution excellence, and continuous improvement.
• Drive enterprise-wide modernization, automation, and AI-enabled operational improvements.
• Monitor initiative progress, resource allocation, budget performance, and realization of business benefits.
• Establish effective governance structures to support decision-making and accountability.
• Partner with Risk, Compliance, Legal, Audit, and Regulatory Affairs teams to ensure adherence to applicable regulatory requirements.
• Oversee operational risk management, issue remediation, control effectiveness, business continuity planning, and regulatory deliverables.
• Ensure Personal Banking maintains strong governance practices while enabling innovation and speed to market.
• Provide executive oversight for material operational incidents, risk events, and regulatory examinations.
• Support annual business planning, budgeting, forecasting, and resource prioritization.
• Monitor operating expenses and investment outcomes across the Personal Banking portfolio.
• Ensure resources are deployed effectively to maximize customer and business value.
• Evaluate operating performance and recommend actions to improve productivity and profitability.
• Support business case development for strategic investments and transformation initiatives.
• Build strong partnerships with leaders across Personal Banking, Technology, Finance, Risk, Compliance, HR, and other enterprise functions.
• Oversee key vendor relationships and third-party partnerships supporting Personal Banking operations.
• Represent Personal Banking in executive governance forums, transformational initiatives, and enterprise committees.
• Influence decision-making and alignment across a diverse stakeholder environment.
• Lead and develop a high-performing team across Business Operations, Governance, and Operational Excellence functions.
• Establish a culture focused on collaboration, accountability, innovation, and customer-centricity.
• Coach, mentor, and develop future leaders within the organization.
• Champion employee engagement and organizational effectiveness initiatives.

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

What This Job Offers

• Job Type: Full-time
• Career Level: Executive