Directeur, Opérations clients, gestion des risques et de la complexité
Core
Senior leadership role overseeing a broad client operations ecosystem, ensuring operational excellence, service resilience, risk management, and complex client issue resolution in a highly regulated financial services environment.
Role type
Director, Client Operations, Risk & Complexity
Builds
Scalable service operations, modernized operating models, and sustainable frontline adoption for client service functions.
Domain
Financial Services / Risk Management / Operations
Required skills
Operational leadership, risk management, complex problem resolution, workforce planning, process improvement, data analytics, change management, financial management, regulatory compliance, cross-functional collaboration
Preferred skills
Lean, Six Sigma, Agile, program management, AI-enabled capabilities, digital service platforms
Technologies
Contact-centre technologies, data analytics platforms, digital service platforms
Responsibilities
Lead operational delivery and performance of client service functions; monitor demand, capacity, and service levels; ensure operational readiness for launches and disruptions; lead governance and resolution of escalations and regulatory matters; translate modernization priorities into operational requirements; measure adoption and adjust processes; lead operational planning and resource allocation; integrate data sources for senior leadership reporting; build high-performing culture through coaching and succession management.
Seniority
Director, strategic leadership & team management
