Banking Partnerships & Quality Director

The Director, Bank Partnerships, Analytics and Quality is an individual and senior leadership role within Payments Operations responsible for strengthening and managing strategic relationships with Banking Partners while delivering data-driven insights that support business growth, operational excellence and quality framework required to operate a high-performing payments organization and client satisfaction. 

This role serves as the primary liaison between Payment Operations and its banking partners, ensuring relationships are proactively managed, service expectations are clearly defined, performance is measured, issues are escalated appropriately, and opportunities for improvement are identified and delivered. The Director leverages data analytics and business intelligence to identify trends, opportunities, risks, and performance improvements across payment operations and partner performance. 

The Director will work to create consistent standards, measurements, reporting and governance across payment processes. The role will translate operational data into actionable insights and establish quality standards that enable the organization to improve service, reduce risk, increase efficiency and support business growth. 

The successful candidate will combine relationship management expertise, financial services knowledge, and analytical leadership to influence business decisions and strengthen strategic partnerships. 

Ready to #MakeYourMark?  Apply now! 

Own the operational relationship with key banking and financial institution partners supporting the company’s payment ecosystem. 

• Develop and maintain executive-level relationships with banking partners. 
• Serve as the primary point of contact for partner banks on operational performance, and issue management. 
• Lead formal quarterly business reviews and governance meetings with banking partners. 
• Monitor partner performance against established service level agreements (SLAs) and key performance indicators (KPIs). 
• Negotiate service enhancements & operational improvements 
• Escalate and resolve operational, compliance, or service-related issues impacting business performance.  

• Analyze transactional, operational, and partner performance data to identify trends and opportunities.  
• Develop dashboards and executive reporting for senior leadership. 
• Translate complex data into actionable insights and recommendations. 
• Identify operational bottlenecks and recommend process improvements. 
• Measure performance of banking partners through scorecards and performance metrics. 
• Support forecasting, capacity planning, and strategic decision-making using data-driven analysis. 
• Partner with Finance, Product, Technology and Business teams to ensure operational analytics support business growth and strategic decision-making. 
• Maintain and enforce Unit of Work measures for payment operations. 
• Drive initiatives focused on efficiency, cost reduction, automation, and service improvement. 
• Lead root cause analyses related to operational issues and partner performance.  

• Ensure partner activities align with regulatory requirements and internal policies. 
• Monitor operational, financial, and reputational risks related to banking partnerships. 
• Support audits, regulatory reviews, and compliance assessments involving banking partners. 
• Partner with Risk and Compliance teams to mitigate emerging risks.   

• Foster a culture of accountability, collaboration, and continuous improvement. 
• Lead cross-functional initiatives involving Operations, Product, Risk, Compliance, Technology, and Finance teams. 
• Present recommendations and business insights to executive leadership.  

• Strong understanding of payment processing, banking operations and the Canadian payments ecosystem. 
• Strong analytical and problem-solving skills. 
• Advanced proficiency with Excel, Power BI, Tableau, SQL, or similar analytical tools. 
• Strong understanding of operational risk, controls and quality management. 
• Experience developing KPIs, dashboards, and executive reporting. 
• Understanding of payment processing, risk management, and banking operations.  
• Strong negotiation, influencing and stakeholder-management capabilities. 
• Ability to establish structure and standards in a developing or evolving organization. 
• Knowledge of Canadian payments ecosystem considered an asset. 

• Strategic thinking – connects operational performance to business strategy and growth. 
• External leadership – builds trusted relationships with banking and strategic partners. 
• Data-driven leadership – uses analytics to identify trends, risks and opportunities. 
• Operational excellence – establishes measurable standards and drives continuous improvement. 
• Influence – brings together stakeholders across Operations, Product, Technology, Risk and Compliance. 
• Executive presence – communicates clearly with senior leaders and external executives. 
• Accountability – establishes ownership, transparency and follow-through. 
• Change leadership – creates structure and standards in a changing payment.   

• Banking partner satisfaction and relationship health. 
• Achievement of partner service level agreements. 
• Operational performance improvement. 
• Reduction in payment exceptions and operational risks. 
• Delivery of actionable business insights. 
• Executive stakeholder satisfaction. 
• Cost optimization initiatives. 
• Successful implementation of strategic partner initiatives starting with Unit of Work. 

• MBA or advanced degree considered an asset. 
• Relevant professional certifications in payments, banking, project management, risk, analytics or quality management are considered an asset.  

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