Between $125,000 and $185,000 per year, depending on experience.
Job category
Management - Executive
Type of job
Permanent
Schedule
Day shift, full-time. Part-time arrangements may be considered based on the candidate's profile.
Our client is seeking a Senior Director of Operations to join and lead its complaints management team. The organization helps businesses prevent, detect, investigate, and resolve wrongdoing through an innovative technology platform and bilingual services offered across Canada.
Are you an experienced leader recognized for your sound judgment, rigor, and ability to oversee complex and sensitive cases? Would you like to contribute to a meaningful mission while supporting a multidisciplinary team? We want to hear from you!
Join a rapidly growing organization where you will benefit from significant autonomy, flexible scheduling, and remote work opportunities, all within a culture focused on excellence, collaboration, integrity, and work-life balance.
Tasks
Provide ongoing, structured leadership, guidance, and oversight of complaint management operations.
Ensure strict compliance with regulatory frameworks, policies, procedures, deadlines, and quality standards applicable to mandates.
Serve as a subject matter expert and resource for case coordinators handling complex, sensitive, or high-risk matters.
Conduct structured and documented reviews of high-risk deliverables, including investigation and analysis reports, chronological notes, written communications, admissibility or jurisdiction analyses, and proposed decisions and outcomes.
Ensure rigorous management of mandates to maintain service excellence, meet deadlines, maximize profitability and productivity, and optimize resources.
Support the professional development of team members through knowledge sharing, coaching, mentoring, and performance follow-up.
Build and maintain trusted relationships with clients and partners, manage expectations, and contribute to the continuous improvement of services.
Ensure accurate completion of timesheets and expense reports in accordance with internal policies.
Depending on interest, participate in the promotion of ALIAS and its services to current and prospective clients.
If desired as part of a full-time role, conduct workplace investigations and prepare expert reports when required.
Perform any other related duties as assigned.
Advantages
Strategic leadership role at the heart of the organization's mission and growth.
High level of autonomy.
Flexible schedule and remote work.
Culture of excellence, collaboration, integrity, and rigor.
Strong commitment to work-life balance.
Challenging and rewarding mandates within a dynamic, multidisciplinary team.
Opportunity to build and develop a leading team of experts.
Job requirements
Minimum of 5 years of relevant experience as a conflict prevention and resolution expert.
Flexible leadership style with the ability to adapt management approaches to circumstances and team needs.
Exceptional customer service and interpersonal skills.
Excellent organizational skills, effective time management, and the ability to manage multiple files with tight deadlines.
Strong analytical and problem-solving skills, with great attention to detail.
Tact, diplomacy, initiative, and a willingness to learn.
Excellent verbal and written communication skills in both French and English in order to communicate with clients outside of Quebec (approximately 50% of the time).
Membership with a Bar Association is considered an asset.