Head, Virtual Banking

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head, Virtual Banking based in Canada.** This executive leadership role offers the opportunity to shape the future of virtual banking and redefine how clients experience financial services. You will lead a large-scale, customer-focused operation while driving strategic growth, transformation, and operational excellence. Working across multiple business areas, you will build stronger partnerships, modernize operating models, and deliver seamless client experiences. The role combines enterprise strategy, digital innovation, people leadership, and commercial execution in a highly regulated environment. You will influence senior stakeholders and guide a large team toward improved performance, engagement, and customer outcomes. If you are passionate about transformation, innovation, and building high-performing organizations, this role provides the opportunity to create lasting impact at scale. ### Accountabilities: As the Head, Virtual Banking, you will define and execute the strategic direction of a large-scale virtual banking organization while improving client experiences, driving business growth, and leading transformational initiatives. You will partner with senior leaders across the organization to deliver integrated solutions, strengthen operational performance, and build a future-ready banking model. - Develop and execute the long-term strategy, priorities, and investments for Virtual Banking to support sustainable growth and enterprise value. - Lead a large customer-facing operation of 300+ employees, balancing client experience, productivity, efficiency, service quality, and business performance. - Drive a seamless client experience across virtual and physical channels by improving customer journeys, satisfaction, loyalty, and engagement. - Develop and implement sales, service, and referral strategies to increase revenue, deepen client relationships, and expand market opportunities. - Lead enterprise transformation initiatives, including operating model evolution, digital modernization, automation, and technology advancements. - Build strong partnerships across Retail Banking, Wealth, Product, Technology, and corporate functions to deliver shared business objectives. - Use customer, operational, workforce, and performance data to inform strategic decisions and identify opportunities for improvement. - Establish a culture of accountability, innovation, inclusion, and continuous improvement while developing future leaders and strengthening succession planning. - Influence senior stakeholders by providing strategic guidance, aligning priorities, and supporting enterprise-wide decisions. - Maintain a strong risk and control environment by ensuring regulatory compliance, governance, operational resilience, and effective risk management practices. ## Requirements: The ideal candidate is an experienced enterprise leader with a strong background in large-scale customer operations, transformation, and financial services. You bring strategic vision, commercial acumen, and the ability to lead complex organizations through change while delivering measurable results. - 9+ years of progressive leadership experience in contact centers, retail banking, customer operations, or similar large-scale service environments. - Proven success leading large, geographically dispersed teams and building high-performing cultures. - Strong understanding of sales, service operations, workforce management, client experience, and operational performance. - Demonstrated experience leading large-scale transformation initiatives, digital modernization efforts, and operating model changes. - Ability to influence senior executives, build alignment across business groups, and drive complex initiatives without direct authority. - Strong commercial mindset with experience improving profitability, growing customer relationships, an…