Director, Client Delivery Operations & Excellence-(Hybrid)

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Work-life flexibility
• Hybrid work environment
• Variable annual incentive plan
• Generous annual vacation allotment
• Top-notch flexible benefits plan including family building and gender affirmation
• Retirement Plan, matched contributions at 6%
• Access to a learning platform and educational assistance support
• Access to a virtual wellness platform
• Career development opportunities
• Wellness Flex Fund to support personal interest and activities
• Day off to volunteer in your community and other paid time off options
• Corporate discounts

*subject to employment agreement

Job Summary:

As the Director, Client Delivery Operations and Excellence, you’ll lead the operational performance and continuous improvement of the Client Delivery function, ensuring teams are set up to deliver consistent, high-quality outcomes for our clients. You’ll oversee the service delivery framework and Request Management operating model, establish clear performance and quality standards, and identify opportunities to improve how work is delivered. You’ll also partner closely with Corporate IT on resourcing and capacity, incidents, operational requests, and delivery performance, while helping build a more scalable, efficient, and effective Client Delivery organization.

What you’ll be doing:

Delivery Operations:

• Oversee service delivery across Payments, Treasury Services, Application Audit, and Documentation, ensuring clients receive consistent, high-quality support.
• Lead the Client Request Management function, including request intake and triage, service levels, escalation, reporting, tooling, and resolution quality.
• Ensure the organization is operationally prepared for client onboarding, significant volume changes, mergers and acquisitions, and other major client changes by coordinating planning across internal teams.
• Partner closely with Corporate IT on payments incidents, operational requests, capacity and resourcing needs, and delivery performance to support timely and effective resolution.
• Monitor delivery performance across key measures such as quality, timeliness, throughput, and resource utilization, using insights to identify areas for improvement.
• Oversee capacity planning for the Client Engagement team and establish clear processes for managing complex delivery and operational issues.

Delivery Excellence & Continuous Improvement:

• Lead continuous improvement initiatives across teams and programs to strengthen delivery efficiency, quality, and client outcomes.
• Own and evolve the delivery operating framework, including methodologies, standards, tools, templates, training, and approaches that support both existing and emerging services.
• Lead quality reviews and audits, ensuring findings translate into meaningful and sustainable improvements to processes, standards, governance, and training.
• Develop service measurement frameworks and quality scorecards to track delivery effectiveness, operational risks, trends, and client outcomes.
• Lead the financial, business, and capital planning for the Delivery team, ensuring priorities and investments align with departmental goals and corporate strategy.
• Develop longer-term operational plans that position Client Delivery to respond to changing client needs, industry trends, and strategic priorities.
• Partner with senior leaders to continually strengthen how services are delivered and identify opportunities to improve and scale the function.
• Build an engaged, high-performing team by supporting employee experience, development, and satisfaction

What you’ll have:

• 8-10 years of experience in delivery management, PMO operations, service management, or operational performance roles.
• Strong background in both operational delivery and performance standards and quality management.
• Proven experience driving performance improvement and operational excellence in project-based environments.
• Previous experience acting as a business partner or liaison with IT and other corporate functions is beneficial.
• Good knowledge of payments and financial services environments and regulatory requirements.
• Strong analytical skills with the ability to translate data into actionable insights and performance improvements.
• Excellent stakeholder management, facilitation, and communication skills at multiple levels.

Salary range: $130,000-$155,000 plus a variable pay incentive of 20%-30%

The salary represents the job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training