Director, Client Operations, Risk & Complexity Enablement

For our client, we are seeking a Director, Client Operations, Risk & Complexity Enablement to join the team of a leader in the Finance & Insurance space.

This role will lead client operations support with a focus on risk management, service stability, and the execution of complex operational initiatives. The director will partner closely with service, technology, and business stakeholders to improve performance, strengthen resolution processes, and ensure readiness for modernization efforts. This position is well suited for a hands-on leader who can translate strategic change into disciplined operational execution while building a high-accountability team culture.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $120,000 – $215,000 annually

Responsibilities

• Oversee and improve operational performance across client operations
• Set and monitor service quality and productivity expectations
• Lead interventions to stabilize performance during service disruptions
• Manage escalations, complaints, and fraud resolution processes
• Translate modernization initiatives into operational plans and execution readiness
• Conduct operational planning and performance reporting activities
• Develop a high-performing, accountable team culture through effective coaching

Qualifications

• 9+ years of relevant experience in financial services operations or related fields
• Strong leadership experience in virtual service delivery and business management
• Expertise in operational performance and process improvement
• Familiarity with AI-enabled capabilities and contact centre technology
• Proven ability to lead cross-functional initiatives and manage change effectively
• Strong financial and analytical skills for performance measurement
• Experience in Lean, Six Sigma, or Agile methodologies is a plus

Benefits

• Work remotely from anywhere in Ontario
• Access to continuous professional development opportunities
• Inclusive culture promoting ownership and team collaboration
• Robust support for digital enablement and analytics in workflow
• Comprehensive resources for employee training and skill development
• Strong focus on employee engagement and feedback mechanisms

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.