Chief Operating Officer, Tangerine

Requisition ID: 206789

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.

The COO 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.

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.
• Implement 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.
• Foster a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
• 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.

Scalability and Growth

• Build scalable operations that support the bank's growth ambitions.
• Constantly assess competitive landscape and global innovations to support the Bank’s strategic differentiation.
• Clearly communicate a vision to mobilize and energize the team, and encourage performance; create a high-performing, performance-driven culture that stimulates accountability and embraces change.
• Attract and retain top talent; develop and mentor future leadership within the organization.

Education / Experience / Other Information

• University Degree with an MBA preferred.
• Minimum 15+ years of senior commercial leadership experience.
• Work experience in multiple functional disciplines, driving business and operations development, growth, and transformation.
• Proven ability to create and articulate a vision, and develop and execute supportive strategies and plans.
• Well-honed relationship building and negotiating skills.
• Demonstrated success in the leadership and management of well-aligned teams.

At Tangerine, we value the unique skills and experiences each individual brings to the team, and are committed to creating and maintaining an inclusive and accessible environment. If you require accommodation during the recruitment and selection process, please let our Recruitment team know.