Requisition ID: 253317

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

 

As Canada’s leading digital bank, Tangerine technology is at the heart of everything we do. We have redefined what digital banking is, and we continue to evolve to tackle any opportunity and face every challenge through progressive technology and the power of collaboration.

Do you like new challenges? Are you ready to reach new heights in your career and become part of an established disruptor? If so, come join us and help redefine the Canadian banking landscape!

What you will be doing:

The Director, Platform Operations & Oversight, Digital Wealth is accountable for the performance, stability, and service quality of the Tangerine Wealth dealer platform, with clear ownership of client outcomes and advisor support. The role owns end‑to‑end client and advisor outcomes and ensures a reliable, timely, and high‑quality experience by embedding outcome‑based performance management and acting as the client‑advocacy voice across dealer platform operations.

This leader oversees incident management, change demand, and operational risk to minimize client impact and while ensuring adherence to securities regulations. Through strong governance, controls, and continuous improvement, the role ensures the platform remains resilient, scalable, and aligned to Tangerine’s digital‑first strategy.

Is this role right for you? In this role, you will:

Enterprise Platform Performance & Client Outcomes  Own accountability for dealer platform performance, service quality, and client/advisor outcomes across Digital Wealth  Establish and lead performance governance, including regular cross‑functional reviews of platform health, service reliability, and client impact  Drive continuous improvements across transfer timeliness, fund processing, reporting accuracy, and call-driver reduction  Define and oversee outcome-based KPIs that directly reflect client and advisor outcomes (e.g., speed, accuracy, digital experience, complaint trends)  Ensure internal teams and third‑party partners are contractually and operationally aligned to customer experience and service quality expectations

Strategic Change Demand & Roadmap Governance  Own prioritization of change demand across the dealer platform to maximize client, advisor, and regulatory outcomes  Chair and operate governance forums to assess, sequence, and prioritize work based on customer impact, regulatory risk, and strategic value  Provide executive‑level visibility into upcoming changes affecting client journeys, advisor workflows, and operational capacity  Ensure platform capacity planning and delivery roadmaps are fully aligned to Tangerine’s digital‑first strategy and growth ambitions  Anticipate and proactively manage change impacts from regulatory developments, market events, and new product launches
 
Incident Management & Client Advocacy  Serve as the business lead accountable for dealer platform incident management and client‑impacting events  Ensure rapid containment, transparent communication, and senior‑level escalation for incidents affecting clients, advisors, or regulatory obligations  Act as the ultimate client‑advocacy voice in triage decisions, ensuring prioritization reflects customer and advisor impact  Lead enterprise trend analysis to identify systemic issues driving complaints, service failures, or operational risk  Sponsor post‑incident reviews and ensure structural improvements are embedded to strengthen platform resilience and client trust
 
Platform Governance, Controls & Regulatory Oversight  Help establish and maintain a robust enterprise control framework protecting client assets, data integrity, and service quality  Provide senior operational oversight of regulatory risk across transfers, cash movements, reconciliations, trade processing, and reporting  Ensure clear ownership, documentation, and accountability for all dealer operational processes  Oversee timely resolution of operational errors, breaches, and service gaps, with control enhancements implemented where required  Partner closely with Risk, Compliance, and Legal to ensure ongoing CIRO compliance and audit readiness

Platform & Experience Transformation  Set the strategic agenda for continuous improvement across customer and advisor journeys  Champion simplification, automation, and digitization to reduce manual effort, errors, and cycle times  Act as a senior thought partner to Digital, Product, and Technology leaders, ensuring operational insight informs platform and experience roadmaps  Sponsor and lead cross‑enterprise initiatives to reduce friction in key journeys (e.g., transfers, distributions, reporting, settlement readiness)  Use data and client insight to prioritize improvements that that materially improve experience and scalability

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

10+ years of progressive experience in operations, service delivery, and operational oversight within a CIRO/IIROC regulated investment dealer (digital-first of fintech environments strongly preferred)  5+ years in a senior leadership role with accountability for dealer platform performance, operational risk, and service outcomes  Deep, end‑to‑end expertise across investment dealer operations, including transfers, trading, settlements, reconciliations, custody, and reporting  Strong relationship management skills with the ability to influence and persuade both internal and external stakeholders  Demonstrated experience in managing complex, cross‑functional projects and executing against priorities in fast‑paced environments  Demonstrated experience partnering with digital experience, advisors, product, and technology teams to embed operational feedback into customer experience and platform roadmaps  Proven track record of improving client and advisor experience through measurable reductions in complaints, cycle times, errors, or incidents  Experience managing third‑party vendors and ensuring service quality through clear accountability and performance management

What's in it for you?

Work in a mission-driven culture that prioritizes empowerment, diversity, and continuous learning. Join a modern banking environment where design plays a central role in shaping client value. Be part of a high-visibility team that is reimagining the future of personal finance in Canada. You will get our help to save for your future and to invest in your total wellbeing through our Tangerine benefits*. You belong here, we are equal and un-complicated. Bring your true self to work, dress codes don’t apply here. You will enjoy workspace flexibility and all the excitement that comes from working at the official Bank of the Toronto Raptors.

*Tangerine employees participate in Scotiabank’s pension & benefits programs (available to permanent employees)

 

Location(s):  Canada : Ontario : Toronto

At Tangerine we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.