Core Responsibilities Strategic Leadership: Prioritize and execute the overarching channel automation and knowledge strategy for EQBs (PCF) support ecosystem, aligning with overall business objectives and delivering measurable improvements in key performance indicators (KPIs).

Technology Visionary: Identify, evaluate, and champion the adoption of innovative technologies, including AI, Agentic AI, CRM, Knowledge and Telephony platforms, cloud solutions, and API integrations, to transform customer and agent interactions.

Stakeholder Management: Build strong relationships with senior leadership across Lines of Business (LOBs) to understand their strategic priorities and translate them into actionable automation initiatives.

Present regularly to executive stakeholders to secure buy-in, resources, and alignment.

Cross-Functional Collaboration: Partner closely with technology teams to translate business needs into clear technical requirements, ensuring seamless integration of solutions within the existing technology architecture.

Vendor Management: Oversee relationships with key technology vendors, negotiating contracts, ensuring delivery of contractual obligations, and driving innovation through strategic partnerships.

Team Leadership & Development: Lead and mentor a high-performing team, including a Director and Senior Managers, providing strategic guidance, fostering a culture of innovation, and driving professional development.

Let''s Talk About You Bachelors in Business Administration or Management 8-10 years of progressive experience across diverse areas of business, including product, customer support, data management,



project management 8+ years Financial Services experience or experience in a regulated environment 4+ years people leadership experience including hiring, mentoring and team development PMP, Six Sigma, ITIL would help support this role Conversational AI technology, CRM tools, Knowledge tools, Telephony.

Experience overseeing Salesforce, Zendesk, Genesys, AWS Connect, Ada.

Excellent analytical skills and proven ability to manage & prioritize the development and execution of competing priorities Life-long learner willing to seek out knowledge to improve organization and team You put Customer and Agent experience at the forefront Exceptional communication skills Jira, confluence, Co-pilot, Excel, Figma expertise What we offer [For full-time permanent roles] Competitive discretionary bonus Market leading RRSP match program Medical, dental, vision, life, and disability benefits Employee Share Purchase Plan Maternity/Parental top-up while you care for your little one Generous vacation policy and personal days Virtual events to connect with your fellow colleagues Professional development and comprehensive Career Development program A fulfilling opportunity to join one of the top Fin





Techs and help create a recent kind of banking experience The incumbent will be working hybrid and in office time will be spent working from EQ Banks additional office space located at 2200-25 Ontario Street, Toronto, ON .

Equity, Diversity & Inclusion EQ is committed to building an inclusive, accessible setting where every employee feels valued, respected, and supported.

We believe our organization is stronger and our people thrive when we honour and celebrate diverse experiences, identities, and perspectives.

Were equally committed to supporting your growth, both professionally and personally.

We provide a barrierfree recruitment process and work environment.

If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position.

All AI-enabled outputs are reviewed and validated by our talent team.

All candidates considered for hire must successfully complete a criminal background check and credit check.

While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role. EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country''s seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada''s Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

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📌 Director Channel Automation and Knowledge (Toronto)
🏢 Equitable Bank
📍 Toronto