Manager, Operational Enablement

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact; for our clients, our communities, and each other.

The Opportunity:  At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we'd love to connect. Lead the Operational Enablement team within Individual Wealth Operations, driving strategic initiatives that enhance client experience through improved efficiency, training, quality, and performance. This role provides leadership, coaching, and change management while collaborating across Individual Wealth to implement tools, processes, and communications that support operational excellence and continuous improvement. Join one of the Waterloo Area's Top Employers for 2025 and Southwestern Ontario's Top Employers for 2024 and be part of something that matters.

Position Title: Manager, Operational Enablement
Reports To: Director, Client and Partner Operations Individual Wealth
Department: Individual Wealth
Term:  Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

What you will be doing:

• Lead cross-functional teams (Training, Technical Writing, QA, Operational Efficiency)
• Coach, develop, and manage team performance and engagement
• Promote autonomy, training, and career growth
• Drive process improvements and implement tools to boost efficiency and quality
• Analyze performance data to identify issues and create action plans
• Oversee quality management framework and compliance with regulations
• Forecast workload and manage staffing, recruitment, and overtime
• Track cost/time savings and support budget management
• Recommend automation and digitization opportunities
• Develop onboarding and ongoing training programs
• Own process documentation and quality standards
• Coordinate client/advisor communications with other areas of Operations
• Define and track KPIs aligned with business goals
• Maintain reporting for leadership and stakeholders
• Ensure quality and turnaround metrics are met
• Align with Sales, Marketing, Product, Digital, and IT on strategy
• Build stakeholder relationships and gather feedback
• Lead change management initiatives to support new systems/processes

What you will bring:

• Excellent communication skills – both written and verbal 
• Strategic mindset and critical thinking ability 
• Analytical skills – ability to identify problems and develop data-driven solutions 
• Strong experience in developing key operations metrics / KPIs to enable data-driven decision making, effective productivity management, and drive process efficiencies 
• Proven ability to deliver results. 
• Effective communicator, mentor, and coach, with experience leading and growing teams of varying skills and knowledge. 
• Collaborative mindset 
• Organizational skills – ability to manage multiple projects simultaneously and deliver on deadlines 
• Adaptability 
• 5+ years experience in the Individual Wealth industry 
• History of demonstrated ability to lead change management 
• 5+ years leadership experience, including the ability to recruit, develop and retain talent 
• Ability to coach and mentor staff in their professional development 
• Solid knowledge of training and development strategies 
• Strong organizational skills 
• Budget and resource management experience  
• Understand the power of data to drive identification of opportunities for increased efficiency across the division 
• Lean Six Sigma Green Belt certification or equivalent work experience, with commitment to work toward Black Belt certification 

 What's in it for you:

• A workplace where care, passion, and curiosity aren't just values, they're how we work, grow, and succeed together every day.
• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• Generous vacation package with one volunteer day to give back to a charity of your choice
• Immediate enrollment in the company's pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  

As part of the recruitment process, candidates may be asked to complete an assessment and will be required to undergo background screening, in accordance with company policy.

This position is available due to an existing vacancy.

We're dedicated to inclusive and accessible hiring practices. If you require accommodations or alternative formats, please contact us at

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