Vice President, Operations

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can’t wait to get to know you!

The Work

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.

Strategic Leadership & Business Execution

• 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.

Operational Excellence

• 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.

Business Operations

• Drive enterprise-wide modernization, automation, and AI-enabled operational improvements.
• Monitor initiative progress, resource allocation, budget performance, and realization of business benefits.

Governance, Risk & Regulatory Oversight

• 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.

Financial & Resource Management

• 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.

Vendor Management

• 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.

People Leadership

• 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.

Let's Talk About You!

• Undergraduate degree in Business, Finance, Commerce, Economics, Engineering, or a related discipline.
• MBA or equivalent graduate education preferred.
• 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.

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
• 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

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

Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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