Story Behind the Need:

- Business group: COO-Productivity & Project Mgmt
- Project: Need a Delivery Lead for the Segmentation program
- The Delivery Lead, CB Operations Change Program is accountable for driving the integrated delivery of operational change across Canadian Banking Operations. The role translates program priorities into executable plans and leads delivery from mobilization and discovery through design, implementation and transition to business-as-usual operations. Working across Retail Operations and Commercial and Business Banking Operations, the Delivery Lead connects process redesign, demand management, automation and technology enablement, capacity and workforce improvements, and governance, risk and controls to deliver measurable business outcomes.
- As Delivery Lead, you will work hands-on with business sponsors, process owners, program managers and cross-functional delivery partners to define scope, establish milestones, align resources and manage interdependencies. You will maintain an integrated delivery roadmap, run execution routines, challenge delivery assumptions, resolve blockers and bring clear recommendations and trade-offs to decision-makers. You will partner with Process Excellence, Change Adoption, Performance and Data Analytics, AI and Automation, Technology, and Risk and Control teams to move improvements from recommendations into implemented, sustainable change.
- Success in this role is measured by delivery of agreed outcomes, not reporting activity alone. You will maintain visibility into scope, schedule, costs, risks and benefits; coordinate implementation readiness and adoption; and partner with business owners to validate improvements in service performance, cycle time, productivity, capacity and operational risk. The role leads through influence in a matrix environment, reinforcing clear ownership and accountability while ensuring business sponsors retain approval of priorities, investment and future-state decisions.
- Reason: Looking for strong leader to drive delivery across large scale cross functional complex initiatives

Candidate Value Proposition:

- The successful candidate will contribute to a high visibility Large scale high-priority initiatives.

Responsibilities:

- Champions a client focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.
- Integrated Delivery & Execution Leadership; Own the integrated delivery plan for the CB Operations Change Program, translating priorities into clearly scoped initiatives, deliverables, milestones, acceptance criteria and accountable owners. Sequence near-term improvements alongside longer-term changes, manage the critical path and drive execution from mobilization through implementation and sustainment.
- Business Partnership & Solution-to-Delivery Alignment; Partner with Operations leaders, process owners and specialist teams to translate operational pain points and future-state recommendations into practical delivery plans. Ensure requirements, process changes, controls, technology dependencies and business impacts are understood, validated and assigned to the appropriate owners before implementation.
- Cross-Functional Coordination & Dependency Resolution; Lead delivery routines across business, Process Excellence, Change Adoption, Analytics, AI and Automation, Technology, and Risk and Control partners. Coordinate workstream commitments and shared resources, actively manage interdependencies, remove blockers and escalate unresolved constraints with options, impacts and recommended actions.
- Delivery Risk,



Governance & Change Control; Maintain an actionable view of risks, assumptions, issues, dependencies and decisions. Anticipate threats to delivery and operational continuity, drive mitigation and recovery plans, and manage proposed scope, timeline and cost changes through agreed approval processes. Provide transparent, evidence-based reporting on delivery health and forecast outcomes.
- Stakeholder Alignment & Decision Leadership; Build alignment across Operations leaders and delivery partners on priorities, sequencing and accountabilities. Prepare and facilitate Steering Committee and working-level forums with concise updates on delivery, business impact, risks and decisions required. Frame trade-offs clearly, secure decisions from accountable leaders and track actions through closure.
- Financial, Resource & Benefits Discipline; Maintain resource plans, cost forecasts and delivery commitments with program managers, Finance and workstream owners. Identify capacity gaps and funding pressures early. Partner with business owners and Analytics to establish validated baselines, benefit measures and accountable owners, and track realized improvements in service levels, cycle time, first-time-right processing, productivity, capacity and cost-to-serve against approved expectations.
- Implementation Readiness, Adoption & Sustainment; Coordinate testing, business acceptance, updated procedures, training, communications and operational readiness with accountable partners. Ensure required approvals and readiness criteria are met before rollout, manage post-implementation issues and confirm handover to business owners with clear support arrangements and ongoing performance measures. Provide practical delivery guidance to program managers and workstream leads.
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
- Actively pursue effective and efficient operations of their respective areas in accordance with client Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.
- Champion a high performance setting and contributes to an inclusive work environment.

Candidate Requirements/Must Have Skills:

- 10+ years of progressive experience in program/project delivery, operations transformation or business change, with demonstrated hands-on leadership of complex, cross-functional initiatives from mobilization through implementation and sustainment. Experience must extend beyond PMO reporting or advisory oversight to direct accountability for execution and outcomes.
- Demonstrated experience delivering change in banking or financial services operations, with working knowledge of operational workflows, service levels, demand and capacity management, exception handling and controls. Experience in Retail Operations and/or Commercial and Business Banking Operations is strongly preferred.
- Proven ability to turn ambiguous priorities and improvement recommendations into integrated roadmaps with defined scope, milestones, critical paths,



resource requirements and acceptance criteria. Strong experience managing cross-workstream dependencies, resolving delivery blockers and recovering initiatives at risk.
- Experience leading matrix teams across Operations, process improvement, technology, automation, analytics, change adoption and risk/control functions without direct authority. Able to challenge assumptions constructively, negotiate delivery commitments and maintain clear ownership across business and technical partners.
- Strong practical experience in delivery governance, risk and issue management, scope/change control, financial forecasting and benefits realization. Able to work with Finance, Analytics and business owners to validate baselines and distinguish implemented outputs from measurable improvements in service, productivity, capacity and risk.
- Working knowledge of predictive, Agile and hybrid delivery approaches and process improvement methods, with the judgment to apply fit-for-purpose delivery practices. PMP, PgMP, Lean Six Sigma or relevant change management certification is an asset; demonstrated delivery results are essential.
- Demonstrated experience coordinating business acceptance testing, implementation readiness, procedure and training updates, phased rollouts, post-implementation stabilization and handover to operational owners. Able to balance delivery pace with service continuity, adoption and required control approvals.

Nice-To-Have Skills:

- Retail Banking experience an asset

Soft Skills (Must have):

- Extensive experience partnering across business and technology teams to translate strategic priorities into integrated delivery plans, manage cross-functional dependencies, and ensure solutions are practical, scalable, and aligned to business outcomes.
- Strong executive communication, facilitation and decision-framing skills, with experience presenting delivery outlooks, trade-offs, risks and recommendations to senior sponsors and Steering Committees. Able to connect detailed execution issues to business impact and secure timely decisions.

Degrees or certifications:

- Bachelor’s degree in Business, Management, or a related field required; advanced degree or relevant executive education is an asset.
- PMP, PgMP, Lean Six Sigma or relevant change management certification is an asset

Best vs. Average Candidate:

- The ideal candidate would be a seasoned Delivery Lead with progressive experience in program/project delivery, operations transformation or business change, with demonstrated hands-on leadership of complex, cross-functional initiatives from mobilization through implementation and sustainment.
- Experience in Retail Operations and/or Commercial and Business Banking Operations is strongly preferred.
- Strong executive communication, facilitation and decision-framing skills, with experience presenting delivery outlooks, trade-offs, risks and recommendations to senior sponsors and Steering Committees. Able to connect detailed execution issues to business impact and secure timely decisions.

Candidate Review & Selection:

- 2 Rounds of interviews: – 1st round:

o 45mins with the Hiring Manager over Video MS-Teams:
o Behavioral questions based on previous experience.

- 2nd Round with 2 VP’s:

o Behavioral questions based on previous experience.
o Focusing on the Role and Team fit

Please note:

- AI is not used to screen, assess, or select candidates.
- This role reflects an existing vacancy at the time of posting.

Job Details

15037

Contract

1 year

Toronto

Recruiter

Nitin Bajaj

📌 Delivery Manager (Toronto)
🏢 Proviso Consulting
📍 Toronto