Operations Officer, Digital Banking

About the role

EQ is a challenger bank that is actively remaking banking so that every Canadian gets ahead, every single day across the country. The Operations Officer, Digital Banking will own critical functions within the Digital Banking group that keep our platform running smoothly for millions of members. In this role, you will serve as the frontline problem solver for client onboarding, transaction processing, and complex customer communication. You will handle data input and resolution work with a high degree of accuracy while maintaining a superb level of professionalism. This is a chance to directly influence how modern banking feels for Canadians and the businesses that power our economy. If you are driven to challenge old assumptions and look for a better way forward in banking operations, this position is a strong fit. You will join a team of challengers who ask better questions and push back on the status quo every day. We cannot wait to get to know your approach to precision, empathy, and ownership.

Key facts

What you'll do

Investigate client onboarding issues by reviewing documentation and transaction trails to identify root causes and implement corrective actions.

Execute data input procedures for digital banking transactions while applying controls to ensure accuracy, completeness, and compliance.

Process complex transactions within the Digital Banking group by following established protocols and escalating exceptions when necessary.

Communicate with customers in a professional manner to resolve problems, explain banking decisions, and maintain trust in digital services.

Monitor the performance of onboarding workflows and flag bottlenecks that slow down member access to critical banking features.

Perform accuracy checks on processed data to prevent errors from propagating into downstream reporting or member accounts.

Support the Senior Manager, Operations by taking ownership of specific operational risks and proposing practical improvements.

Coordinate with internal stakeholders to gather information, clarify requirements, and align on expectations for digital banking solutions.

Maintain up-to-date records of customer interactions, case resolutions, and processing steps for audit and regulatory review.

Adapt to changing priorities in a fast-paced environment by shifting focus between tasks without compromising quality or attention to detail.

Apply problem-solving skills to interpret banking rules and translate them into consistent, repeatable procedures for the team.

Demonstrate ownership of end-to-end responsibilities by seeing tasks through from initiation to final resolution and documenting outcomes.

Use feedback from internal partners to refine workflows and contribute to a culture of continuous improvement in digital banking.

Support periodic projects that improve operational efficiency, including testing, validation, and documentation of new processes.

Requirements

You must be legally entitled to work in Canada without sponsorship, and this role requires that you maintain that eligibility throughout your employment.

You must hold a valid driver's license or government-issued photo ID, and you must provide it upon request for verification purposes.

You must possess strong written and verbal communication skills in one of Canada's official languages, with the ability to explain complex information clearly.

You must have the right to work in Canada as defined under the Immigration and Refugee Protection Act, and you must not require employer sponsorship for work authorization.

You must be able to provide personal identification and proof of eligibility to work in Canada when requested by EQ.

You must be able to pass a criminal background check and meet EQ's standards for good character and integrity in a financial services role.

You must be able to work in Toronto, either on-site or as directed by business needs, and to participate in meetings during regular business hours.

You must be able to follow detailed instructions, adhere to policies, and maintain strict accuracy in processing banking transactions and data.

Nice to have

Experience with digital banking platforms, core banking systems, or financial services operations.

Familiarity with customer onboarding and Know Your Client processes within a regulated environment.

Comfort using productivity software, including spreadsheets, word processors, and collaboration tools.

Basic understanding of data validation techniques and quality control processes.

Exposure to problem resolution in a high-volume, fast-paced service environment.

Practical notes

This is a contract position with a CON-Short engagement in Toronto.

You must be available to work in Toronto and attend in-person meetings as required by the business.

No specific working hours are listed, but the role will align with standard business hours and may require flexibility.

Travel is not expected as part of this role, and remote work arrangements will be determined by operational needs.

Visa sponsorship is not available for this role.

Candidates must meet all eligibility requirements without reliance on employer sponsorship.

Application review will begin immediately and continue until the role is filled, so early submission is strongly encouraged.