Lead, Banking Operations, Delivery and Controls

Join us to build a more rewarding financial future for all Canadians

At Neo, we're on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn't for everyone. It's complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• #1 on Deloitte's Technology Fast 50 for 2023, 2024, and 2025 — the first company ever to achieve a three-peat at the top

• #1 Fastest Growing Company in Canada for 2024 by Globe & Mail

• Top-ranked mobile apps and credit cards

• Team of 500+ people

• 1M+ customers

• 10K+ retail partners
  
  

The Role

We're looking for an exceptional leader to serve as the operational backbone for our banking products and operational platforms. As the Lead, Banking Operations, Delivery and Controls, you will own our end-to-end banking operations, responsible for the successful onboarding of new bank and payments partners and the day-to-day delivery of our processes to ensure we are set up to scale.

This role requires strong cross-team collaboration between business, finance, compliance and our technical platforms to ensure that you are successful in building a sustainable, robust delivery framework.

What You'll Own: Key Responsibilities

1. Banking Operations, Risk, & Scalability

• External Business Reporting: Build and maintain the required business reporting to meet our timely contractual and regulatory obligations with bank and payment partners.

• Business Controls: Design, implement and continuously improve our operational control framework via operational playbooks and other such artifacts for our bank and payments partnerships, which governs the first line of defense for our organization.

  • Define and monitor the feedback loop for this framework in the form of risk assessments and metrics, to maintain a reliable operating environment with defined ownership, incident management, and a clear path to resolution when controls fail or need prioritization.

  • Ensure that all business controls implemented meet Neo's internal policies and guidelines.

2. Banking Delivery & Day-to-day Management

• Banking Delivery: Execute daily, weekly, monthly, and annual operational duties, including any external business reporting and business controls on a timely basis.

• External Relationships: Be the first point of contact for day-to-day management of our banking and payment partner relationships.

  • Translate Neo requirements for our external partners to ensure that we have efficient operational alignment between our teams.

  • Critically assess feedback from partners and complete research into that feedback to inform any changes to business and operational requirements.

• Internal Business Requirements: Articulate business requirements and enhancements to Neo's Product teams to ensure scalability, reliability and capability of our Neo technical platform to deliver against our external mandates.

  • Ensure partner compliance and legal obligations are met with extreme attention to detail against SLAs, operational expense and customer impact.

  • Lead the onboarding process for new banks and payment partners, translating legal and technical requirements into repeatable, accurate and robust operational workflows.

• Regulatory Liaison: Act as the key relationship manager for business inquiries with our regulatory bodies (e.g. CRA, CDIC, Payments Canada, etc.), liaising with Neo's Finance and Compliance teams where necessary.

• Project Management: Own project workback design, tracking and lead cross-functional implementation efforts to ensure successful, on-time delivery for new partner initiatives.

3. BAU Excellence & Efficiency

• Incident Management Serve as the final escalation point for partner-facing incident support, ensuring rapid, professional resolution and root cause analysis.

• Continuous Improvement: Continuously challenge and optimize workflows through the application of automation tools to ensure processes are effective and efficient.

  • Ensure documentation of any operational requirements and related workflows is up-to-date and auditable in operational playbooks.

What You'll Bring

• Minimum 3-5 years of progressive experience in a similar role, owning financial partner relationships, related operational risk management and continuous improvement.

• Proven ability to build and manage complex, multi-stakeholder projects from inception through to BAU while effectively managing both internal and external teams.

• Deep understanding of banking infrastructure, payment rails (e.g., ACH/EFT, Interac, card networks, etc.), and the related operational flow of funds.

• Strong proficiency in data analysis and reporting tools (e.g., advanced Excel, SQL, BI tools).

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we're on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You'll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we're looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo's success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you've heard that Neo employees work hard, it's true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company's success.

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

By continuing with your application, you agree to the Candidate Privacy Notice, which guides how we process your personal information for the purpose of your application.

Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process, including the initial assessment of applications and screening of candidates. These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us.

We are hiring for an open, vacant position.