Director Client Delivery Operations

Lead client delivery operations and continuous improvement at Central 1 through service management, quality standards, and performance insights. This hybrid role supports consistent outcomes.As Director, Client Delivery Operations and Excellence, you will oversee delivery across Payments, Treasury Services, Application Audit, and Documentation. You will lead Client Request Management, partner with Corporate IT, and strengthen scalable operating practices. The work supports credit unions and financial institutions across Canada.Key Responsibilities:
Oversee service delivery across four Client Delivery functionsLead request intake, triage, escalation, reporting, and resolution qualityCoordinate readiness for onboarding, volume changes, and acquisitionsMonitor quality, timeliness, throughput, and resource utilizationLead continuous improvement, audits, scorecards, and operating frameworksRequirements:
Eight to ten years in delivery or service managementBackground in operational delivery and quality managementExperience driving improvement in project-based environmentsKnowledge of payments, financial services, and regulatory requirementsStrong analytical, stakeholder management, and communication skillsShape Central 1’s client delivery performance through operational excellence, quality management, analytics, and continuous improvement leadership.
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