Chief Operating Officer, Tangerine

4 months ago

Toronto, Canada Tangerine Full time

**Requisition ID**: 206789

Tangerine is Canada’s leading direct bank. We offer flexible and accessible banking options, innovative products, and award-winning Client service. The reason why Tangerine employees come to work each day is to help Canadians live better lives. We focus on making a difference in our communities, and that includes our own internal community. It’s important to us that our employees feel empowered and enthusiastic about belonging to our Orange culture.

**Position: Chief Operating Officer**

**About Tangerine**

Tangerine is Canada’s leading digital bank with 2MM+ customers, and $47bn+ in deposits and ~$6.5bn in investments AUM. Tangerine has embarked on a transformation and growth agenda, and has set itself an ambitious target of achieving an additional $30bn growth in deposits and investments, and 11% CAGR in revenue by 2028, with innovative client solutions and a superior client experience

**Purpose**

The Chief Operating Officer (COO) is a critical leadership role within the organization, reporting directly to the Executive Vice President and Chief Executive Officer, Tangerine, and is a member of the Executive team. The COO is responsible for providing strategic direction, leadership, and oversight for the bank's operations, with a particular emphasis on automation and process improvement.

Will lead key functions, including fraud and collections operations, execution of internal controls (including quality assurance and complaints), and the continuous enhancement of client journeys within business operations.
The COO is responsible to develop, drive and execute the operational strategy for Tangerine with a focus on effectively and aggressively creating efficiency while delivering a world class client experience, building scalability into bank operations to handle customer growth, new products, new partnerships and additional complexity as well as enabling world class delivery of services to clients.

Responsible for developing and executing a digitization and automation roadmap for across operations, fraud & collections and internal controls, including the implementation of AI solutions.

Also accountable for ensuring business strategies, plans and initiatives are supported in compliance with governing regulations, internal policies and procedures.

**Accountabilities**

**Strategic Leadership**
- Develop, drive, and execute the operational strategy, focusing on leveraging automation to streamline processes and improve efficiency.
- Implement advanced technologies and innovative solutions to optimize workflows, reduce manual tasks, and enhance operational effectiveness.
- Effectively translate corporate strategy into operational strategy and seamless execution plans.

**Operational Excellence**
- Develop and accomplish operational goals and objectives to support the Tangerine Operations strategy.
- Establish and maintain a culture of operational excellence, emphasizing continuous improvement and process optimization.
- Lead initiatives to automate and refine processes, ensuring they are scalable and capable of handling customer growth, new product launches, new partnerships, and increasing complexity.
- Implements real-time reporting and analysis, and reduce/eliminate manual reporting to ensure processes are completed within defined SLAs to ensure customer satisfaction.
- Ensure Tangerine leverages its low cost operating model and enhances its leadership in operational efficiency, focusing on simplicity.

**Client Experience**
- Deliver a world-class client experience by optimizing client journeys and ensuring seamless, efficient interactions across all touchpoints.
- Utilize automation to personalize and enhance the customer experience, driving satisfaction and loyalty.
- Fosters a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

**Risk Management & Controls**
- Oversee internal controls, fraud prevention, and collections operations, utilizing automated systems to enhance accuracy, security, and compliance.
- Develop and implement robust risk management frameworks that leverage technology to identify and mitigate potential issues.
- Enables and protects Tangerine’s clients through effective leadership of the Operational elements of the Fraud, Collections, Internal Controls, and Business Support teams.
- Drives the focus on governance and compliance within the operation teams. Directs day-to-day activities in a manner consistent with the Bank’s risk culture and the relevant risk appetite statement and limits.
- Communicates the Bank’s risk culture and risk appetite statement throughout their teams.

**Scalability and Growth**
- Build scalable operations that support the bank's growth ambitions. Focus on automating processes to accommodate an expanding customer base and a more diverse product portfolio, ensuring operational agility and resilience.

**Innovation**
- Constant

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