oversee more than 3 million annual transactions, ensuring accuracy and timeliness across all lines of business
lead a large, diverse team to maintain or exceed service standards in a fast-paced environment
manage 400 employees across multiple locations,
collaborate globally—including with teams in Asia and the transformation group
partner with peers to drive service and digital strategy
support the development of a high-performing operations service by fostering team capability, enhancing skills, promoting empathy, and driving effectiveness
collaborate with business partners and operational leaders to define, implement, and monitor service level agreements (SLAs)
help build and motivate a resilient team capable of navigating and excelling through periods of organizational change
leverage automation and digital tools to optimize processes and contribute to a best-in-class cost-to-serve model
work closely with Strategic Partnerships to support the creation of an integrated service ecosystem that delivers exceptional customer experiences efficiently
ensure service and operational delivery align with the organization’s brand promise and commitment to customers

Bilingualism (English and French) is an asset
Proficiency in both languages will be required to support clients from various provinces outside of Quebec
demonstrates a customer-focused, strategic mindset and a passion for innovation in operational leadership
proven ability to lead, inspire, and adapt within fast-paced, large-scale environments, managing significant change across multiple regions
strong collaborator with excellent communication, influencing, and negotiating skills for working with cross-functional and global teams
adept in process re-engineering, digital transformation, and delivering market-differentiating operational solutions
exceptionally organized, self-directed, and effective at managing complex projects and making sound decisions
demonstrates resilience, flexibility, and a commitment to continuous improvement and risk management
brings strong financial acumen and experience in driving profitability and managing business risk

health, dental, mental health, vision, short
and long-term disability, life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada including holidays, vacation, personal, and sick days

AVP, Global Head of Member Processing

Key skills