Vice President, Operations, EQ Bank

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Work

Are you ready for a thrilling challenge? As the Vice President of Operations for Digital Banking, you'll have the opportunity to oversee and evolve every facet of our digital banking operations. From enhancing customer care to leading cutting-edge defense against financial crime, your role is pivotal in shaping the future of EQ Bank. 

This isn’t about maintaining the status quo. This is your opportunity to shape the very fabric of our digital operations, from crafting seamless customer journeys for even the most complex scenarios to pioneering innovative solutions that set industry benchmarks. You'll be at the helm of a critical function, directly impacting customer satisfaction and safeguarding the integrity of our digital ecosystem. 

As a key member of the EQ Bank Executive team, you'll collaborate to strategize and implement initiatives that boost customer engagement and streamline operations and how our products & services are used across our digital platforms. Leading a dynamic team of over 200 employees, you'll foster a culture of collaboration and continuous improvement. 

Leading our 1st line AML and Fraud prevention teams, you'll work together with the Risk organization to build controls that balance customer/employee experience with effectiveness. Your commitment to compliance and security will ensure we meet regulatory requirements while maintaining efficiency and reliability. 

Ideal candidates have depth of expertise in Banking operations and customer servicing, Fraud & AML risk management, strategic operational reporting, automation, and data-driven decision-making. We are looking for challengers who have a track record of setting exciting aspirations and achieving them through diligent execution and change management.   

This is your chance to lead impactful change for EQ Bank to ensure our ability to deliver exceptional customer service at scale as we continue to launch innovative Retail and Small Business Banking products and features.   

• Accountable for the optimization of core operations processes to enhance overall business performance and efficiency.
• Collaborate with senior leadership to drive performance, accountability, and continuous improvement of strategic priorities.
• Build, mentor, and lead a high-performing team while fostering a collaborative culture.
• Oversee Digital Banking monthly, quarterly and annual reviews/planning to ensure alignment on strategic goals and execution.
• Manage performance execution and drive operational excellence across the business, including implementing planning and reporting systems, goal management frameworks, and decision-making processes.
• Define and implement effective ways of working strategies and work models that maximize employee communication, collaboration, and productivity.
• Spearhead large-scale strategic initiatives, project/program management, and ensure cross-functional impact.
• Establish and track KPIs and key business metrics to measure success and drive improvements across departments.
• Leverage future of work practices and systems, applying technology to enable operating efficiencies and data-driven decision-making.
• Develop and implement risk mitigation strategies to ensure operational resilience and business continuity, compliance, and broader 1st line governance of Risk Management.
• Lead efforts to streamline workflows and eliminate inefficiencies across all departments.

• Educational Background: Bachelor’s degree in business, finance, or a related field, with an advanced degree or professional certification(s) preferred.
• Experience: Minimum of 15+ years of experience in banking operations, digital banking, or a related field, with a proven track record in leadership roles.
• Technical Skills: In-depth knowledge of digital banking technologies and trends, as well as familiarity with regulatory requirements and industry standards.
• Regulation and Compliance: Strong understanding of financial regulations, compliance requirements, and risk management principles.
• Data Analytics: Proficiency in data analytics tools and techniques to drive informed decision-making.
• Power Skills: Strong leadership and team management skills, with experience in building and mentoring high-performing teams at scale.
• Excellent communication and interpersonal abilities, with strategic thinking and problem-solving capabilities.
• Experience in leading large-scale change management, company-wide programs, and process optimization.
• Attributes: Visionary and innovative mindset, with a commitment to continuous learning and development.

• Strategic Mindset: Ability to evaluate complex situations and prioritize actions that align with long-term goals.
• Strategic Alignment and Decision-Making: Align strategic priorities and business objectives, analyze data, and forecast changes to adapt strategies.
• Regulatory Compliance and Risk Management: Implement robust AML and fraud prevention frameworks, ensuring compliance with regulations and mitigating risks.
• Technological Integration and Innovation: Understand and integrate advanced technologies to enhance customer experience and operational efficiency.
• Leadership and Team Dynamics: Foster collaboration and inclusivity, develop mentorship programs, and inspire continuous improvement.
• Long-Term Thinking/Foresight: Ability to foresee potential challenges and proactively develop solutions to address them.
• Performance Optimization and Metrics: Establish and track KPIs, analyze performance data, and drive initiatives to enhance efficiency and productivity.

What we offer [For full-time permanent roles]

💰 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

🎓  Annual professional development allowance and a comprehensive Career Development program

💛  A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!