Vice President, Operations

About EQ Bank

EQ Bank is transforming Canadian banking by providing smarter, faster, and more connected financial services to nearly 4 million customers nationwide since 1970. As a challenger bank, EQ focuses on reshaping the banking experience for individuals and businesses across Canada.

Role Overview

The Vice President of Operations for Personal Banking holds a strategic leadership position responsible for managing operations, improving performance, and driving business transformation throughout EQ Bank's Personal Banking divisions. Reporting to the SVP of Card & Loyalty Operations, the VP serves on the Personal Banking Leadership Team, ensuring scalable growth, operational excellence, superior customer experience, risk mitigation, governance, and enterprise-wide execution.

Key Responsibilities

• Collaborate with senior executives (EVP, SVP) to outline and implement business strategies.
• Convert strategic plans into practical operating plans with measurable targets.
• Direct the Personal Banking operational processes, including business reviews, strategic planning, reporting, and performance oversight.
• Ensure cohesive alignment across various Personal Banking units and partners.
• Advise leadership on business priorities, operational risks, and growth prospects.
• Design and supervise the operating model governing Personal Banking activities.
• Manage operations related to customer service, payments, business functions, and service delivery.
• Promote continuous improvement initiatives enhancing efficiency, scalability, and customer satisfaction.
• Monitor operational KPIs, service metrics, productivity, and customer results.
• Ensure operational readiness and resilience to support growth and change.
• Lead enterprise-wide modernization, automation, and AI-driven operational enhancements.
• Maintain governance frameworks facilitating decision-making and accountability.
• Work in partnership with Risk, Compliance, Legal, Audit, and Regulatory teams to meet regulatory standards.
• Oversee operational risk management, incident responses, control effectiveness, and business continuity planning.
• Manage financial planning, budgeting, resource allocation, and analyze operating expenses and investments.
• Oversee vendor and third-party partnerships essential to Personal Banking operations.
• Develop and lead a high-performing team fostering collaboration, accountability, innovation, and customer focus.

Candidate Profile

• Undergraduate degree in Business, Finance, Commerce, Economics, Engineering, or related fields is required.
• Advanced degree such as an MBA or equivalent is preferred.
• A minimum of 15 years of progressive leadership experience in banking, financial services, or fintech, preferably in highly regulated environments.
• Proven expertise managing large-scale operations, strategic programs, transformation projects, and executive-level decision-making.
• Experience with cross-functional program governance, operational risk frameworks, and scaling businesses through growth or transformation.

Compensation and Benefits

• Competitive discretionary bonus scheme.
• Industry-leading RRSP matching program.
• Comprehensive health benefits including medical, dental, vision, life, and disability coverage.
• Employee Share Purchase Plan.
• Maternity and parental leave top-up benefits.
• Generous vacation and personal time off policies.
• Virtual events fostering employee connection.
• Extensive professional development and career growth programs.

Work Arrangement

The position is primarily onsite with hybrid working options, based mainly at EQ Bank’s office on 2200-25 Ontario Street, Toronto, ON.

Diversity and Inclusion

EQ Bank is committed to providing an inclusive and accessible workplace where diversity of experiences and perspectives are valued. The recruitment process is barrier-free, and accommodations are available to support all candidates.

Additional Information

EQ uses AI to assist in applicant screening and selection, but all decisions are reviewed by the recruitment team. Employment offers are contingent upon successful criminal and credit background checks.

About the Employer

EQB Inc., the parent company of Equitable Bank (Canada's seventh-largest Schedule I bank), manages assets totaling approximately $150 billion and serves nearly 4 million Canadians through EQ Bank.