At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact—for our clients, our communities, and each other.

Position Title: Director, New Business Operations

Reports To: Individual Operations Vice President

Department: Individual

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: At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way.

If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect.

The Director, New Business Operations, is a highly impactful role, leading a large team accountable to deliver exceptional, differentiated service experiences to our clients, advisors and distribution partners throughout the client application & onboarding and advisor contracting & commission journey. The Director will play a key role in the development, creation and transformation of the client onboarding operational service strategy to provide industry leading, differentiated service experiences for clients and advisors.

Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.

What you will be doing:

• Deliver proactive, exceptional, differentiated service experiences to our clients and their advisors
• Champion the implementation of a Service Model Transformation, focusing on case management and optimizing processes and systems. This requires analytical thinking to assess current workflows, judgment and decision-making to prioritize improvements, and the ability to drive change through practical, scalable solutions.
• Deliver on meaningful service standards with a high degree of quality
• Enhance and leverage Reporting and Insights to monitor key performance indicators, make informed, proactive decisions and guide continuous improvement efforts
• Lead and inspire an engaged, empowered service team through the change curve, fostering a culture of innovation, resilience, and open communication. You will be expected to model adaptability and support your team in navigating transformation with clarity and confidence.
• Set and deliver on a budget that supports the service experience and identify operational levers that drive efficiency and long-term scalability.

What you will bring:

• Passion for our Clients, Advisors, and external partners
• Proven leadership skills, including demonstrated ability to inspire, develop and empower a team of engaged client focused service experts
• Proven data driven, analytical decision making
• Excellent collaboration skills with the ability to foster productive relationships, negotiate with and influence others
• Strong understanding of the life insurance industry, including its products, distributors, competitors, legislation
• Solid risk management and exception analysis/decision making skills
• Deliver on a variety of service standards with high degree of quality across multiple departments in a fast-paced environment.
• Responsible for service recovery efforts, acting with a sense of urgency
• Superior knowledge of workflows and a continuous process improvement mindset
• Proficiency with business and data analytics – working with various systems such as BI dashboards
• Creative and curious mindset
• Expert listening and communication skills
• Strong knowledge of internal controls framework
• Key attention to detail and strong financial acumen experience working with a complex budget
• Strategic mindset with proven transformation and change management experience
• Ability to influence and thrive in a cross-functional environment
• Established presentation and public speaking skills
• Demonstrated excellence in time management, problem solving and prioritization skills in a fast-paced working environment
• Experience working with external partners and vendors

What’s in it for you:

• A workplace where care, passion, and curiosity aren’t just values, they’re how we work, grow, and succeed together every day.
• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• Generous vacation package with one volunteer day to give back to a charity of your choice
• 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 process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

This position is available due to an existing vacancy.

We are dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at careers@equitable.ca.

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