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About the Role

The Director - Specialized Operations provides strategic leadership across Business Banking Operations, Wealth Operations and Sales Support. The role leads multiple specialized processing and support teams to deliver responsive, accurate and scalable service to Members, Advisors and business partners. The Director translates enterprise and line-of-business strategies into practical operating models that integrate people, process, data, financial outcomes, controls, technology and change delivery.

Responsibilities

Provide strategic direction for Business Banking Operations, Wealth Operations, and Wealth Sales Support, aligning priorities with enterprise and line-of-business strategies.
Translate strategy and business requirements into clear operating plans, service models, accountabilities and measurable goals.
Lead annual operating planning, budget and expense forecasting, capacity planning and longer-term capability development.
Ensure teams and structures evolve with business needs while preserving service quality, specialized expertise and scalability.
Research emerging industry trends and leading practices, assessing implications for specialized operations priorities.
Act as executive sponsor for initiatives involving process, technology, data, controls and organizational change.
Oversee specialized Business Banking operational support across Small Business, Commercial and Syndication activities.
Lead multiple teams in delivering timely, accurate, consistent and expert operational support to Members, Advisors and business partners.
Evolve the Wealth sales support strategy to provide the right value to Advisors, address capacity constraints and strengthen the end-to-end service experience.
Plan and forecast workload and capacity to meet service commitments, manage critical priorities and support future growth.
Build trusted partnerships across the enterprise, advocate for operational needs and provide subject matter expertise on specialized operations.
Design, standardize and continuously improve workflows, policies and procedures to increase efficiency, consistency and control effectiveness.
Deliver measurable improvements in error rates, cycle time, throughput, capacity, cost and stakeholder satisfaction.
Use performance data and operational insights to identify trends, root causes, risks and improvement opportunities.
Lead implementation of workflow and technology solutions and support the operationalization of new or changed products and services.
Lead transformational change and capability maturation, including systems and process design, technology procurement where required, and infrastructure renewal for specialized teams.
Evaluate appropriate third-party and outsourcing opportunities and manage partner performance where applicable.
Maintain standardized, accurate processes and effective controls to mitigate operational, regulatory and reputational risk.
Establish proactive management reporting and testing expectations to demonstrate that audit, regulatory and policy requirements are being met.
Partner with Operational Excellence, Compliance and/or risk functions to identify non-compliance, escalate issues and implement practical solutions.
Maintain working knowledge of applicable AML/ATF, privacy, securities, lending, and other regulatory or policy requirements relevant to the portfolio.
Anticipate emerging risks, prioritize critical issues and ensure appropriate escalation, decision-making and follow-through.
Build a high-performing, engaged, inclusive and flexible workforce focused on Member service, operational excellence and continuous learning.
Provide leadership, coaching, counsel and mentorship to direct reports, and clear direction to indirect teams.
Lead performance management, succession planning, talent development and professional development planning.
Develop digital, analytical, risk and process-improvement capabilities across the leadership team and broader portfolio.
Communicate strategy, performance, opportunities, risks and recommendations clearly to senior leaders, partners and external stakeholders.
Create an environment that encourages open communication, innovation, accountability, thoughtful risk-taking and sharing of leading practices.

Requirements

Undergraduate degree in business, finance, economics or a related discipline, or an equivalent combination of education and experience.
Ten or more years of progressive financial services experience, including at least five years in people leadership.
Experience leading multiple operational, processing or sales-support teams in a regulated financial services environment.
Demonstrated experience improving workflows, implementing change, strengthening reporting and optimizing stakeholder satisfaction.
Business Banking experience, including exposure to credit, adjudication, legal documentation, commercial lending or government lending programs, is strongly preferred.
Wealth operations, Advisor sales support, securities operations or estates-processing experience is strongly preferred.
Experience with audit engagements, AML/ATF, privacy, operational controls and regulatory compliance is an asset.
Knowledge of process improvement principles and techniques; formal process-improvement or project/change certification is an asset.
Experience with financial-services systems, workflow platforms, document management, service management and Microsoft productivity tools is required; familiarity with Meridian platforms is an asset.
Knowledge of Ontario real estate law and applicable estates requirements is an asset.
Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the Member experience.

Skills

Strategic and operational leadership across complex, multi-team environments.
Strong business and financial acumen, with the ability to connect operational insights to enterprise outcomes.
Advanced judgment and problem-solving skills in complex, ambiguous, high-volume and deadline-sensitive situations.
Ability to analyze structured and unstructured data, identify trends and translate insights into clear recommendations and action.
Demonstrated capability in operating-model design, capacity planning, workflow optimization, reporting and performance management.
Knowledge of operational risk, internal controls, audit practices, compliance obligations and issue remediation.
Highly developed communication, presentation, facilitation, negotiation and strategic influencing skills.
Proven ability to lead change, sponsor cross-functional initiatives and implement workflow or technology solutions.
Strong Member, Advisor and partner orientation, with a focus on trust, responsiveness and service quality.
Ability to develop talent, build inclusive teams and create a positive environment that encourages learning and innovation.
High attention to detail, sound prioritization and the ability to communicate concisely without compromising facts.
Proactive, curious and self-directed, with the agility to move between strategic priorities and critical operational issues.
Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.
Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Location

Toronto Corporate Office
St. Catharines office

Work Type

Hybrid

Experience Level

Ten or more years of progressive financial services experience
At least five years in people leadership

Education Level

Undergraduate degree in business, finance, economics or a related discipline, or an equivalent combination of education and experience.

Salary/Compensations

$123,400.00 to $185,200.00 CAD

Benefits

Inclusive and collaborative working environment that encourages teamwork, creativity, curiosity, and celebrates success.
Tools and technology needed to delight your candidates and clients.
Opportunity to work with and learn from diverse industry leaders and colleagues.
Hybrid work arrangements with in-person office time to collaborate, innovate, and build relationships with your colleagues.
A work environment that is not a typical “corporate” job, balancing hard work with fun.

About the Company

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities.
We believe that our greatest opportunity is to create opportunity and meet people where they are.
We want you to grow with us and have an experience that’s different.
This is a place where you can expect the unexpected.
At Meridian, we’re not just adapting to the future—we’re shaping it.
We see talent as a catalyst for sustainable growth, community impact, and future-readiness.
As the financial landscape evolves, we’re looking for team members who bring embedding & leveraging technology, critical thinking, data driven insights, and curiosity & flexibility.

Equal Opportunity

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.
We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.