Want full ownership of a contact centre operation of around 300 people, with a senior client who expects results and backs leaders who deliver them?

We're partnering with an international customer experience provider to find the Director of Operations for an established, growing financial services programme at their Winnipeg campus. This isn't a start-up build. It's real scale, a real P&L; and room to grow into a wider operational leadership role.

The role

You'll own the operation end to end and be the senior operational face to the client. The programme has grown quickly and is still growing. That means the right leader shapes how it runs next, rather than inheriting a fixed rulebook.

What you'll do

- Own all of contact centre operations: hiring, training, quality, reporting, performance and partner services.
- Deliver against client KPIs, SLAs and financials without trading off quality.
- Build the leadership bench. The programme needs someone who develops leaders, not just manages them.
- Work closely with Workforce Management to get staffing right.
- Build a floor culture people want to stay in, with robust floor presence and regular reporting.
- Drive continuous improvement, governance and adherence to client and company policy.

What you'll bring





- 7+ years in contact centre leadership, with clear accountability for performance across cross-functional teams.
- A BPO background, or a structured in-house contact centre (banking and financial services welcome).
- A track record with demanding, closely involved clients. This partner sets a high bar and engages in detail.
- Strong workforce management knowledge. Expect to be asked about it.
- Confidence reading and influencing a P&L.;
- Composure in a fast-moving environment, and a track record of leading change.
- Financial services or FinTech exposure is a strong plus.

Location

The role is on-site in Winnipeg. If you're in Calgary, relocation isn't required as long as you're comfortable travelling to Winnipeg regularly. Candidates from elsewhere in Canada will need to relocate. Relocation support is provided.

Why Winnipeg

A friendly, mid-sized city about the size of Edmonton. It has a close professional community and costs much less to live in than Toronto or Vancouver, and you can live well on a Director's salary.

Hours: Daytime, with some evening flexibility to support extended operating hours.

📌 Program Director (Calgary & Winnipeg)
🏢 JMR Global | Talent Solutions
📍 Winnipeg