director, lending journey operations support

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few
• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
• A hybrid work model that truly balances work and personal life
• Opportunities for learning, training and development, and much more...

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POSITION OVERVIEW

The Director, Lending Journey Operations Support is a strategic leader within the COO organisation, responsible for defining, optimising, and overseeing all lending and loan journey processes across channels and portfolios. This role ensures robust, future-proof operations that align with business and technology ambitions, delivering exceptional client and employee experiences while maintaining compliance and operational excellence. The Director acts as the strategic architect and subject matter expert, bridging operational teams (frontline, shared services) and business enablement, and empowering teams to deliver seamless service throughout the lending lifecycle.

CHALLENGES TO BE MET

• Define and maintain the vision for lending and loan journey processes, ensuring standardisation and alignment across channels, portfolios, and business lines
• Lead the RFP process to establish the Target Operating Model (TOM) and own the strategic roadmap for lending operations in line with COO objectives and future-ready models
• Oversee the end-to-end execution of lending and loan journey processes—including origination, onboarding, underwriting, funding, servicing, and closure—ensuring high-quality delivery, compliance, and standardisation
• Act as the principal subject matter expert on the end-to-end process for all stakeholders, providing direct oversight and guidance to business process owners, product owners, and analysts
• Establish and monitor KPIs and OKRs to assess and report on process effectiveness, efficiency, compliance, and impact on client and employee experience
• Regularly report on lending process performance and improvement initiatives to COO leadership, enabling data-driven decision-making
• Champion innovative solutions such as digital onboarding, automation, and AI, and lead national transformation initiatives focused on simplification, digitalisation, and standardisation
• Integrate feedback from frontline teams, clients, and support functions to optimise process adoption and outcomes
• Collaborate with Risk, IT, Digital Banking, peer BPOs (notably Sales), Operations Support, Sales Enablement, and corporate partners to harmonise and simplify processes
• Lead training and communication content development to build process ownership and operational excellence in collaboration with Sales Enablement and HR
• Coordinate and oversee governance activities, including audit readiness, regulatory inspections, and management of risk events and operational issues
• Develop, own, and maintain process-specific procedures, guidelines, and business rules in strict alignment with Second Line of Defence (2LOD) frameworks and compliance directives
• Maintain and evolve process documentation, ensuring resources are accessible across the organisation and that all process changes, policies, and initiatives are thoroughly communicated
• Monitor industry trends and regulatory changes, updating processes proactively to ensure the organisation remains agile, compliant, and primed for future growth

WHAT WE ARE LOOKING FOR

• Bachelor's degree in Business, Finance, Accounting, , or related field
• 8–10 years of experience in lending operations, compliance, and change management, with at least 5 years in a leadership position
• Strong knowledge of lending systems, process mapping, and 2LOD risk frameworks
• Proven ability to lead cross-functional teams and standardise, optimize processes
• Skilled in stakeholder engagement across business, IT, risk, and enablement
• Experienced in data analytics, regulatory reporting, and digital optimisation
• Adaptable, resilient, and committed to continuous improvement and client-centricity
• Fluent in French and English; bilingual communication is a strong asset

Proudly one of Canada's Top 100 Employers and one of Canada's Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at

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While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.