05/26/2026
Address:
33 Dundas Street West
Strategy & Change
Job Profile Summary
Leads the design, governance, implementation, and continuous optimization of end-to-end Retail Investment processes within Virtual Connect. Ensures process design, execution, and performance align to business strategy, regulatory requirements, risk frameworks, and client experience expectations.
Acts as the end-to-end Process Owner for Virtual Connect Retail Investment processes, accountable for process integrity and continuous improvement, while partnering closely with Virtual Connect leadership and collaborating with Branch Process SMEs to ensure strong end-to-end process design and execution to drive business outcomes.
Provides strategic input into business decisions and serves as a trusted advisor to senior leadership by translating process insights, data, and trends into actionable recommendations that improve performance, risk outcomes, and operational efficiency.
Key Accountabilities – Process Ownership & Governance
Own and approve end-to-end process design, standards, and control frameworks across Virtual Connect Retail Investment processes.
Ensure all processes meet regulatory, compliance, and risk management requirements.
Maintain integrity, scalability, and consistency of process design across all channels.
Act as the primary authority for process design decisions, escalating material impacts as required.
Key Accountabilities – Process Performance, Insights & KPI Delivery
Own and drive performance against jointly agreed KPIs including business outcomes, process health, risk, and adoption metrics.
Design and implement reporting frameworks, dashboards, and performance monitoring tools.
Provide decision-ready insights including root cause analysis and recommendations to senior leaders.
Monitor performance continuously and address gaps impacting service levels, compliance, or client experience.
Key Accountabilities – Continuous Improvement & Transformation
Identify, prioritize, and deliver process improvement initiatives aligned to strategic business outcomes.
Drive simplification, automation, and efficiency improvements including STP opportunities.
Lead change management initiatives including stakeholder alignment, execution, and sustainment.
Translate frontline feedback and data insights into actionable improvement opportunities.
Key Accountabilities – Documentation & Process Integrity
Ensure all process documentation (procedures, SOPs, process maps, controls) is accurate and current.
Maintain governance over documentation standards and consistency across processes.
Support enterprise standards for process mapping and documentation.
Key Accountabilities – Partnership with Virtual Connect
Operate within a joint accountability model with Virtual Connect leadership to deliver outcomes and KPIs.
Collaborate on prioritization, capacity trade-offs, and funding constraints.
Provide structured recommendations and decision support on process changes and investments.
Enable adoption and sustainment of process changes through strong design and governance.
Key Accountabilities – Stakeholder Management & Leadership
Engage Compliance, Risk, Technology, and business stakeholders to ensure aligned execution.
Act as a subject matter expert on process and regulatory requirements.
Influence stakeholders to achieve business outcomes.
Represent process in project delivery, testing, and transformation initiatives.
Key Accountabilities – Governance & Operating Rhythm
Lead monthly performance and improvement reviews focused on KPI performance and prioritization.
Ensure clear ownership of decisions, actions, and outcomes.
Support quarterly governance forums and annual process attestation activities.
Qualifications & Experience
Typically 7+ years of experience in process management, operations, or transformation roles.
Deep expertise in process design, optimization, risk and regulatory frameworks, and data analysis.
Strong understanding of Retail Investment processes and/or Virtual Connect operating models (preferred).
Proven ability to operate at an enterprise level and influence senior leadership decisions.
Skills & Competencies
Strategic thinking and problem solving – Expert
Data-driven decision making – Expert
Influence and stakeholder management – Expert
Cross-functional collaboration – Expert
Ability to manage ambiguity and complexity – Expert
Communication (verbal and written) – Expert
Success Measures
Achievement of jointly owned KPIs across business outcomes, process health, risk, and adoption.
Improvement in process efficiency, control effectiveness, and client experience.
Strong adoption and sustainment of process changes within Virtual Connect.
Clear articulation of value delivered and business impact.
Proactive identification and delivery of improvement opportunities.
$86,000.00 - $160,000.00
Salaried
