Director, Member Services

**Position Title: Director, Member Services and Innovation**

**Department: Member Services and Innovation**

**Location: Toronto**

**Status: Permanent Full-Time (Hybrid)**

**Day in the life of**:
Reporting to the VP, Member Services and Innovation, the Director, Member Services and Innovation is responsible for the development and execution of CIRO’s initiatives to support transformation and innovation in the Canadian investment industry and assist CIRO and member firms in identifying and managing emerging risks and trends. The Director is also responsible for member engagement and ensuring that membership-related matters are dealt with efficiently and appropriately.

**Core Responsibilities**:

- Leadership and team management
- Manage a team, providing guidance, mentoring, and fostering a collaborative and innovative work environment.
- Manage the day-to-day activities, workflow and projects of the Member Services and Innovation team
- Supervise staff’s compliance with departmental policies and procedures, KPIs, security protocols, code of conduct
- Collaborate with cross-functional teams to understand business needs, to streamline communication, and translate them into solutions and innovations
- Keep up to date with CIRO Rules, industry processes, evidence and securities laws
- Member Services
- Oversee the administration and analysis of corporate filings of CIRO dealer members
- Oversee and lead the Member Services team responsible for handling calls and inquiries, ensuring a high standard of responsiveness and efficiency
- Develop and execute industry engagement plans, and establish and maintain effective communication channels with members to address their needs and concerns
- Develop and coordinate member education initiatives
- Develop and manage solutions, in collaboration with various departments, to enhance the collection, reporting, and tracking of organization-wide membership data and decisions impacting members
- Plan and implement CIRO conferences and events
- Innovation
- Develop and execute CIRO’s Innovation mandate, projects, and annual priorities, working with internal and external stakeholders
- Evaluate existing and emerging risks and issues impacting Members, investors and the capital markets, and provide solutions to help address these risks
- Perform research and analysis on new areas of potential industry innovation, as well as relevant regulatory and industry developments and transformation, to understand impact and risks
- Stay abreast of industry trends and best practices and evaluate impact on CIRO and members

**Education and Experience**:

- Minimum of 10 years relevant work experience in investment regulation and fintech development, including strategic development and management of organization-wide regulatory initiatives
- Strong expertise and experience in financial services and investments, with understanding of the complex and broad issues faced by the organization and industry
- Demonstrated experience in managing and delivering on multiple transformational projects to meet complex, multi-year objectives
- University degree required. Professional designation (e.g. CPA, CFA), an asset. Additional certifications in data science, IT, business analytics would be an asset
- Other relevant industry and/or management courses (e.g. the Canadian Securities Course, the Conduct and Practices Handbook Course and/or the Branch Managers Course (preferable), Chief Financial Officers or the Chief Compliance Officers Qualifying Exam)

**Key Skills and Competencies**:

- Possesses a strong innovative mindset—not only embraces change but actively champions it, demonstrating a proactive approach to identifying opportunities, removing barriers, and supporting the successful implementation of new ideas, technologies, and ways of working
- Excellent communication and interpersonal skills to collaborate and engage effectively with various stakeholders at all levels
- Strong project management skills with a consistent track record of successful project delivery
- Strong knowledge of IT infrastructure, systems architecture, and emerging technologies
- Ability to thrive in a fast-paced, constantly changing environment, and manage multiple competing priorities
- Ability to lead and motivate a team, fostering a positive and collaborative work environment
- Strong problem-solving and critical-thinking skills to comprehend and resolve complex issues
- Exposure to programming (such as Python, Jupyter notebooks, SQL or others)

**What we offer**:

- Competitive base salary in alignment with market
- Performance based bonus
- Hybrid work environment
- Employer paid Health Benefits and Spending Account that offer flexibility to meet your individual or family needs as of day one.
- Defined Contribution Pension Plan with company matching that starts on your first day of employment.
- Paid flex days and sick days
- Vacation days
- Maternity Leave Of Absence /Paternity Leave Of Absence top up
- Paid cont