Why Meridian?

At Meridian our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest chance is to create opportunity and meet people where they are.

The role:

Reporting to the Vice-President, Operations, the Director - Specialized Operations provides strategic leadership across Business Banking Operations, Wealth Operations and Sales Support. The role leads multiple specialized processing and support teams to deliver responsive, accurate and scalable service to Members, Advisors and business partners.

The Director translates enterprise and line-of-business strategies into practical operating models that integrate people, process, data, financial outcomes, controls, technology and change delivery. Accountabilities include effective and timely support services and transaction processing; capacity and workforce planning; service optimization; operational performance; and the delivery of strategic initiatives.

The role is accountable for mitigating operational and reputational risk, maintaining compliance with applicable industry rules, regulations and internal policies, and strengthening audit readiness. Working through a management team and in close partnership with business leaders, the Director builds future capability, improves Advisor and Member experience, and delivers measurable efficiency, quality and growth capacity.

Key Responsibilities

Strategic Leadership and Operating Model

- Provide strategic direction for Business Banking Operations, Wealth Operations, and Wealth Sales Support, aligning priorities with enterprise and line-of-business strategies.
- Translate strategy and business requirements into clear operating plans,



service models, accountabilities and measurable goals.
- Lead annual operating planning, budget and expense forecasting, capacity planning and longer-term capability development.
- Ensure teams and structures evolve with business needs while preserving service quality, specialized expertise and scalability.
- Research emerging industry trends and leading practices, assessing implications for specialized operations priorities.
- Act as executive sponsor for initiatives involving process, technology, data, controls and organizational change.

Service Delivery, Capacity and Stakeholder Support

- Oversee specialized Business Banking operational support across Small Business, Commercial and Syndication activities.
- Lead multiple teams in delivering timely, accurate, consistent and expert operational support to Members, Advisors and business partners.
- Evolve the Wealth sales support strategy to provide the right value to Advisors, address capacity constraints and strengthen the end-to-end service experience.
- Plan and forecast workload and capacity to meet service commitments, manage critical priorities and support future growth.
- Build trusted partnerships across the enterprise, advocate for operational needs and provide subject matter expertise on specialized operations.

Operational Excellence, Technology and Change





- Design, standardize and continuously improve workflows, policies and procedures to increase efficiency, consistency and control effectiveness.
- Deliver measurable improvements in error rates, cycle time, throughput, capacity, cost and stakeholder satisfaction.
- Use performance data and operational insights to identify trends, root causes, risks and improvement opportunities.
- Lead implementation of workflow and technology solutions and support the operationalization of new or changed products and services.
- Lead transformational change and capability maturation, including systems and process design, technology procurement where required, and infrastructure renewal for specialized teams.
- Evaluate appropriate third-party and outsourcing opportunities and manage partner performance where applicable.

Risk, Audit and Compliance

- Maintain standardized, accurate processes and effective controls to mitigate operational, regulatory and reputational risk.
- Establish proactive management reporting and testing expectations to demonstrate that audit, regulatory and policy requirements are being met.
- Partner with Operational Excellence, Compliance and/or risk functions to identify non-compliance, elevate issues and implement practical solutions.
- Maintain working knowledge of applicable AML/ATF, privacy, securities, lending, and other regulatory or policy requirements relevant to the portfolio.
- Anticipate emerging risks, prioritize critical issues and ensure appropriate escalation, decision-making and follow-through.

People Leadership and Communication

- Build a high-performing, engaged, i

📌 Director, Specialized Operations (St. Catharines)
🏢 Meridian Credit Union
📍 St. Catharines