Operational Excellence Lead aligning sales, marketing, digital, and supporting teams. Driving KPI - based execution for Softchoice’s cloud, AI, software, and digital workplace solutions.
About the role
- Director optimizing client delivery operations and excellence for Central 1, a Canadian financial-services cooperative. Leading service frameworks, performance improvement, quality management, and scalable delivery operations.
Responsibilities
- Oversee service delivery across Payments, Treasury Services, Application Audit, and Documentation
- Lead the Client Request Management function, including request intake and triage, service levels, escalation, reporting, tooling, and resolution quality
- Coordinate planning across internal teams for client onboarding, significant volume changes, mergers and acquisitions, and other major client changes
- Partner with Corporate IT on payments incidents, operational requests, capacity and resourcing needs, and delivery performance
- Monitor delivery performance across quality, timeliness, throughput, and resource utilization
- Oversee capacity planning for the Client Engagement team and manage complex delivery and operational issues
- Lead continuous improvement initiatives across teams and programs
- Own and evolve the delivery operating framework, including methodologies, standards, tools, templates, training, and approaches
- Lead quality reviews and audits and implement sustainable improvements to processes, standards, governance, and training
- Develop service measurement frameworks and quality scorecards
- Lead financial, business, and capital planning for the Delivery team
- Develop longer-term operational plans aligned with changing client needs, industry trends, and strategic priorities
- Partner with senior leaders to strengthen and scale service delivery
- Build an engaged, high-performing team by supporting employee experience, development, and satisfaction
Requirements
- 8-10 years of experience in delivery management, PMO operations, service management, or operational performance roles
- Strong background in operational delivery, performance standards, and quality management
- Proven experience driving performance improvement and operational excellence in project-based environments
- Previous experience acting as a business partner or liaison with IT and other corporate functions is beneficial
- Good knowledge of payments and financial services environments and regulatory requirements
- Strong analytical skills with the ability to translate data into actionable insights and performance improvements
- Excellent stakeholder management, facilitation, and communication skills at multiple levels
Benefits
- Work-life flexibility
- Hybrid work environment
- Variable annual incentive plan of 20%-30%
- Generous annual vacation allotment
- Top-notch flexible benefits plan including family building and gender affirmation
- Retirement Plan, matched contributions at 6%
- Access to a learning platform and educational assistance support
- Access to a virtual wellness platform
- Career development opportunities
- Wellness Flex Fund to support personal interest and activities
- Day off to volunteer in your community and other paid time off options
- Corporate discounts
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