Director, Shared Service Center

Who we are: Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, EdenPark and Fig. Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers. Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank. About the role: The Director role is required to provide leadership, strategic oversight, and accountability across an expanding and increasingly complex portfolio. The role will be responsible for setting direction, driving execution, managing cross‑functional dependencies, and ensuring consistent delivery against business priorities. Elevating this accountability to the Director level enables better decision‑making, supports scalable operations, and aligns the function with enterprise expectations for governance, risk management, and performance management. Lead SSC strategy, operating model design, and governance framework. Drive end-to-end service delivery across process families with strong SLOs and performance rigor. Implement SOPs, intake frameworks, and standardized workflows. Own automation strategy: workflow automation, STP uplift, robotics, etc. Deliver continuous improvement using Lean/Six Sigma methods. Maintain strong control environment: audit, regulatory, privacy, compliance. Oversee incident management, risk reduction, and issue remediation. Develop talent and bench strength with structured capability programs. Partner with enterprise functions (i.e. Risk, Compliance, Technology, Product, Finance, Contact Centre, Branch) to align SSC capabilities with organizational priorities. Establish and track performance metrics for shared services and process improvement initiatives. Provide transparent performance insights through dashboards, KPI reporting, and operational scorecards. Identify opportunities to centralize and streamline processes to reduce costs and improve service quality Reduce exception, strengthen controls, and ensure operational resilience. Lead teams across all service lines. Create a culture of accountability, innovation, and continuous improvement. Drive career pathing, cross-training, and workforce flexibility. Strengthen SSC-wide capability in automation, data literacy, and control discipline. What we’re looking for: University Degree 10 years in Shared Services or large-scale enterprise operations; 7 years leading leaders. Proven experience designing or transforming SSC operating models. Demonstrated success in automation, STP uplift, workflow optimization, and process re-engineering. Strong multi-domain operational experience (credit decisions, payments, data maintenance, compliance casework). Expertise with Lean/Six Sigma, SOP development, KPI frameworks, and scaling service delivery. Strong financial acumen and understanding of budgeting and cost management Strong executive communication and cross-functional influence capabilities. What you’ll love about working here: Award-Winning Culture: We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers. Work-Life Balance: Enjoy flexibility with our hybrid work model designed to support your lifestyle. Time to Recharge: Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well-being. Compensation Package: Competitive base salary plus an annual incentive bonus tied to performance. Comprehensive Benefits: Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue. Future-Ready Savings: Group Retirement Savings Plan with up to 7% employer match. Exclusive Perks: Discounts from top retailers via WorkPerks, plus location-based perks like gym memberships and Toronto Bike Share. On-Site Fitness: Gym access at our London and Montreal offices. Continuous Growth: Education Assistance Program and Fairstone Academy for training and skill development. Family Support: Parental leave top-up program to help you during life’s big moments. Community Impact: One paid volunteer day to give back to causes that matter to you. For more information on who we are as an employer click here. What you can expect - pay & process: Expected base salary range is $130,000 - $165,000 , plus the opportunity to earn an annual incentive bonus tied to performance. This posting is for an existing vacancy within our organization. Artificial intelligence may be used in parts of the recruitment process. All candidates considered for hire must successfully pass a criminal background check, credit check, and validation of their work experience to qualify for hire.  If what you read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for first stages of the interview process. Learn more: https://www.fairstone.ca/en/about/canadian-lender Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/ If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application. Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence. Time Type: Full time Job Type: Permanent RECOGNIZED AS ONE OF MONTREAL'S TOP EMPLOYERS (2025) Fairstone Bank of Canada and its subsidiaries, including Fairstone Financial Inc. and Home Trust Company, deliver innovative, accessible and reliable financial solutions that enable Canadians to reach their financial goals. Collectively, we offer residential and commercial mortgages, consumer deposits and GICs, retail and automobile financing, credit cards and digital lending, in addition to unsecured and secured personal loans online and at more than 255 branches coast to coast. With a long-established history, we are proud to be Canada's leading alternative lending bank. More at FairstoneBank.ca

Salary : $130,000 - $165,000