AVP, Savings & Retirement (S&R) Operations, Client Experience and Digital Transformation

Position Title: AVP, Savings & Retirement (S&R) Operations, Client Experience and Digital Transformation
Reports To: Executive Vice-President, Savings & Retirement
Department: Savings and Retirement
Term: Permanent Full-Time


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.


The Opportunity: Equitable is growing! We are looking for a AVP, Savings & Retirement (S&R) Operations, Client Experience and Digital Transformation to join our team!

This senior leader has overall accountability to drive transformation and excellence in Operations, Client Experience and Digital for the Savings & Retirement line of business. They also have accountability to oversee divisional project portfolio management and governance.

Outstanding client experience and service levels are critical to our success and are a core element Equitable’s overall strategy. Delivering exceptional results on a consistent basis is required. This leader will ensure we maintain best-in-class service levels while we aggressively grow the business into an industry leader in insured wealth. They will effectively use technology to support scale and growth, while balancing the need for compassionate, caring personalized interactions.

Exceptional digitally lead client experiences will be a hallmark of our reputation. This leader will conceive and champion innovative advanced use of digital capabilities to create best-in-class client experiences to accelerate our growth.

This leader will actively participate in Sales and Distribution management meetings, develop, and maintain deep relationships with MGA operations leaders, and be the S&R lead in external regulatory discussions impacting our business. Detailed knowledge of our strategies, systems and practices are required to participate in these meetings. 


What you will be doing:

• Lead the development of a highly effective client service strategy which includes a meaningful service value proposition, achievable, meaningful, and efficient client service standards for all S&R product lines
• Ensure delivery of effective training initiatives as defined by an annual training needs assessment for the line of business
• Lead the digital experience vision for S&R, accountable to architect the S&R digital experience roadmap
• Lead the development and delivery of all client and advisor digital experiences for S&R, establish key performance indicators for our digital experiences
• Lead the delivery and oversight of S&R project and project portfolio management
• Establish and adhere to annual budgets for cost centres
• Meet and exceed service standards, turnaround times, and quality targets to ensure client needs and commitments are achieved
• Resolve escalated client and advisor concerns
• Ensure adherence to all industry regulatory and compliance requirements
• Participate in the review and evolution of products, services, and digital designs to ensure competitiveness within our marketplace
• Contribute to business development activities by participating in MGA, advisor & client presentations
• Contributing to product development efforts
• As a member of the S&R leadership team, participate in the development of division strategy and annual plans and help prioritize planned and unplanned initiatives.
• Identify and prioritize key IT initiatives to support innovation and respond to client demands including the sponsorship of 10-15 key projects on an annual basis.
• Facilitate ongoing process improvement projects to drive optimum efficiency in core operations
• Act as the senior executive accountable for vendor partnerships
• Act as divisional lead for client litigation activities as required
• Report to Executive Committees and the Board of Directors on the progress of key initiatives and operational results
• Ensure operational compliance with all application legislation and regulations
• Build and develop talent and teams, coach and develop others, responsible for all aspects of team member performance management – feedback, recognition, employee engagement, performance improvement, career development

What you will bring:

• Deep experience in client operations leadership
• Strong understanding of the wealth and/or life insurance industries, including products, distribution, competitors, legislation, and regulations
• Strong strategic and critical thinking ability
• Proven effective change leadership experience
• Strong understanding of the role of technology in client service; experience implementing advanced technical solutions to enhance the client experience and improve operational effectiveness and efficiency
• Advanced skills in negotiation and influencing
• Ability to coach and mentor staff in both their professional and leadership development
• Excellent decision making and project management skills
• Strong knowledge of training and development strategies

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
• Undergo a criminal background check
• Undergo verification of your educational successes
• Undergo a credit check