Head of Client Services, Delivery, and Implementation

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

The Head, Client Services, Delivery and Implementation, reporting to the Group Head, Client, is responsible for driving exceptional client service through enhanced and collaborative technology delivery and operational support for our trusted clients. The Head, Client Services, Delivery and Implementation will lead the Client Service Desk, Client Delivery & Service Management, and Client Implementations teams, developing strategies to improve client engagement and satisfaction and ensuring the seamless delivery of services while providing best-in-class support.

Responsibilities:

• Develop and implement strategic plans that align with organizational goals and to drive client satisfaction and retention.
• Provide clarity around strategic direction, key deliverables, and expectations to the Client Service Desk, Client Delivery & Service Management, and Client Implementations teams.
• Oversee and ensure efficient support and successful delivery of client projects maintaining SLA agreements.
• Engage in high-level client interactions, ensuring exceptional service and clear communication during escalations.
• Foster strong, trusted relationships with key client contacts and advocate for client needs with external clients.
• Mentor and develop direct reports in fostering a high-performing and motivated environment.
• Provide thought leadership and expert advice on industry best practices and capabilities needed for best-in-class client delivery and service management.
• Drive the achievement of key performance indicators and metrics to measure success and identify opportunities for process optimization.
• Responsible for the success of identified key performance indicators and metrics to measure success and identify opportunities for process optimization.
• Responsible for the outcomes of new technology deployments and processes to enhance the efficiency and effectiveness of client support, delivery, and implementation.
• Represent the organization at external industry forums, client events, and internal meetings.
  
  

• 15+ years of experience in client delivery, service management, or related roles, with a track record of success in leading large complex client-facing teams.
• A bachelor’s degree in business administration, project management, or a related field.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate teams to achieve strategic objectives and exceed client expectations.
• Proven ability to build and maintain strong client relationships, with excellent communication, negotiation, and conflict resolution skills.
• Strategic thinker with the ability to develop and execute plans to drive client satisfaction, retention, and revenue growth.
• Experience in process improvement, change management, and project management methodologies.
• Knowledge of industry best practices, standards, and frameworks for client delivery and service management (e.g., ITIL, Agile).
  
  

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check.
  
  

We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

• Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.
• Core Values: They define us. Living them helps us be the best at what we do.
• Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.
• Education: To ensure you are the best at what you do we invest in you.

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.