Director, Operational Excellence

Division: IG Insurance Mortgage & Banking

Location:

Toronto, Winnipeg IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments. Founded in 1926, IG Wealth Management is a key part of IGM's business model, providing comprehensive wealth management services to Canadian financial advisors and their clients.

With a vision to inspire financial confidence, IG Wealth Management is recognized as one of Manitoba’s Top Employers, Canada’s Top 100 Employers, and Best Diversity Employers, aiming to innovate the industry and support Canadians in achieving their financial goals. Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three days a week in the office, connecting, collaborating, and enjoying quality time with your amazing colleagues!

Our Values:
Be better; we strive for improvement in everything we do. Be accountable; we foster clarity and are empowered to act responsibly. Be a team; we are united to drive collective impact to achieve our goals. The Role The Director, Operational Excellence, leads process excellence, business analysis, testing, implementation assurance, and continuous improvement across the mortgage and lending business. The role translates strategic priorities into clear business requirements, practical operating solutions, and sustainable changes that improve efficiency, quality, scalability, and advisor and client experiences.

The role collaborates closely with leaders accountable for delivery, partnership management, governance, controls, and service-level performance, providing process expertise, business analysis, testing, readiness, implementation assurance, and continuous-improvement support. The role enables successful business and technology change by improving processes, clarifying requirements, assessing operational impacts, supporting business readiness, and providing assurance that delivered solutions meet agreed business and operational needs. Key Responsibilities Operational Excellence & Continuous Improvement:

• Lead end-to-end process reviews, process redesign, workflow optimization, and continuous improvement initiatives.
• Identify root causes, inefficiencies, manual effort, process gaps, and friction affecting advisors, clients, employees, or partners.
• Develop practical, scalable recommendations that improve service quality, efficiency, consistency, and operational capacity.
• Establish process measures and improvement tracking to demonstrate outcomes and sustain gains.
• Champion appropriate use of automation and AI-enabled tools to simplify work and strengthen consistency.

• Lead business analysis, requirements gathering, process mapping, and solution-validation activities.
• Translate business needs into clear business requirements, functional specifications, process documentation, acceptance criteria, and decision materials.
• Assess operational impacts, dependencies, risks, and readiness considerations associated with proposed business and technology changes.
• Facilitate alignment among business, technology, operations, risk, compliance, product, pricing, delivery, and partnership-management stakeholders.

• Develop test strategies, test plans, business scenarios, test scripts, acceptance criteria, and requirements-to-test traceability.
• Lead business UAT activities, including test execution, defect triage, business acceptance, and sign-off support.
• Conduct production-readiness reviews, implementation validation, and post-implementation assessments.
• Provide implementation assurance that delivered solutions meet agreed business requirements and operational needs.

• Support strategic initiatives by defining operational requirements, process changes, readiness needs, and measurable outcomes.
• Provide accountable delivery leaders with business analysis, process design, testing, implementation-assurance, and decision-support expertise.
• Identify operational risks and dependencies and support issue resolution and business readiness for implementation.
• Support organizational readiness, communications, training, adoption, stabilization, and transition to…