NVP, Client Operations

We are searching for a National Vice President, Client Operations to join our team. The NVP, Client Operations is the strategic national leader responsible for creating a consistent, scalable, and efficient Client Operations model that improves client experience, supports advisor productivity, drives growth, and improves profitability. This role provides leadership to regional Client Management Teams, ensuring alignment with national priorities, service excellence, operational effectiveness, and performance standards. Additionally, the NVP, Client Operations is accountable for advancing client growth, retention, , cross-sell opportunities, operational excellence, risk management, talent development, and an enhanced client experience through effective governance, performance management, and resource planning. The NVP, Client Operations will: Provide national leadership and oversight for Client Operations, ensuring regional organizational structures, governance, decision rights, leadership practices, and execution rhythms are aligned to the national operating model and COPC strategic priorities. Lead the development, implementation, measurement, and continuous improvement of national operating standards, SOPs, SLAs, RACIs, handoff models, and service delivery practices to drive consistency, efficiency, role clarity, quality governance, and service excellence across regions and client segments. Establish and oversee operational governance, reporting, and performance management frameworks, including KPI development, dashboard ownership, systems adoption and discipline, capacity metrics, client sentiment measures, SOP/SLA adherence, revenue/FTE productivity, and executive reporting to support informed, responsible, and strategic decision-making and accountability. Drive client retention, client growth, and revenue-risk management strategies, including oversight of Business at Risk processes, strategic account planning discipline, renewal-risk visibility, client save initiatives, executive sponsor engagement, account health monitoring, and targeted actions to protect, expand, and strengthen client relationships. Enable partnerships with regional Client Management leadership, RVP Business Development, Enablement, Finance, Product Centre, and Centres of Excellence to align strategic priorities, clarify sales-to-client-management rules of engagement, improve operational effectiveness, and execute key national mandates through regional leadership teams. Lead organizational readiness and continuous improvement initiatives, including integration readiness, data governance, service model enhancements, resource management and capacity planning, workforce analytics, career progression, succession planning, leadership capability, talent development, and workforce optimization to strengthen execution and reduce operational risk. Champion client experience and sustainable growth initiatives, including cross-sell and wallet share expansion,…