Vice President, Customer Operations

Description

At Neo, we’re reimagining everyday banking from the ground up and shaping the financial future for millions of people in Canada. We’re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a high-speed startup in a community of high-achieving dreamers and doers, set on innovating the best solutions.

At the heart of our company is our talented team. From world-class creative minds to brilliant engineers, it's the people that make Neo a workplace with passion and purpose. We want to challenge the old way of doing things and make a positive impact in the life of every Canadian by building smarter financial tools for all. We're taking on a monumental task, so we need fearless, driven individuals who have what it takes to achieve the impossible.

The Team

The Vice President of Customer Operations is an execution-focused builder and team leader who understands how to drive efficiencies within Neo to create a better customer experience. This Vice President works to ensure that products and processes are developed in line with business strategy and objectives, including quality, productivity and profitability. This business leader owns the transformation and digitalization of Neo’s experience through a digital-first lens. They have a strong understanding of tools and technology, and are focused on building products, systems, processes and solutions that differentiate Neo from our competitors.

What You’ll Be Doing

• You leverage quantitative and qualitative insights, keeping abreast of technology trends (AI) to transform and advance Neo’s customer experience journey
• You ensure operational excellence, customer satisfaction, and an unbelievable product every day
• You lead your team through effective change management strategies, clearly articulating why and how changes will add value to the business
• You measure the impact of products and process inefficiencies in order to maximize output and minimize costs
• You lead and manage talent effectively, promote growth and development of talent
• You successfully influence across all levels through building buy-in and driving engagement and momentum to sustain continuous change
• You partner with key stakeholders and apply rigorous prioritization criteria to improve experiences, streamline processes and drive operational efficiencies
• You translate business agreements into business operations - and on the same page, you identify opportunities for operational improvement and convert them into business value
• You build transformative business processes to drive rapid growth
• You standardize repeatable business processes by defining the operational playbook for product launches; including planning, enablement, adoption, execution, and reporting
• You push execution of operational strategy, continuously working to scale processes and systems

Who We Are Looking For

• Certification / experience in SixSigma / Lean, OpEx, BPM, TQM are an asset
• Experience in financial services and/or contact centre environments is an asset
• You are a constant learner, actively maintaining a high level of expertise on Neo’s products and processes
• You have 10+ years of experience in senior project management, leading change through technology, and operational design and implementation
• You take ownership over your work and outcomes
• You’ve proven your ability to drive significant organizational change
• You are very organized and capable of prioritizing tasks in a dynamic work environment
• You have creative problem solving skills with a willingness to test solutions and iterate as required
• You have strong business acumen, an ability to think strategically, and you see the big picture and execute methodically
• You love to solve really hard problems with an innovative and unconventional approach
• You have strong written and verbal communication skills – you work effectively and persuasively across all business functions
• You possess strong business process mapping & management, project management, and technical skills
• You have entrepreneurial DNA

Neo Financial is an equal opportunity employer. We are excited to meet with and hire the top talent out there. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.