Director, Service Delivery & Omnichannel Solutions

About the role

At Momentum Financial Services Group, we help people move forward by reimagining how money works for those who need it most. With more than 40 years of experience, we're the team behind Money Mart-Canada's largest non-bank branch network-and a leader in financial solutions for underserved communities. From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they need it. At MFSG, we come together across teams and departments to create something bigger than ourselves: solutions that remove barriers and give people access to money they might not get anywhere else. Whether you're solving problems, building systems, or shaping strategy, your work fuels real support for real people. We've Got You Covered Compensation Philosophy: Our strategy is simple-we aim to match the market. We regularly review industry standards to ensure our total rewards package is competitive and fair. This commitment helps us attract and retain talented individuals who share our purpose. Discretionary Annual Bonus: Enjoy the opportunity for a discretionary bonus based on individual performance and company success. Comprehensive Benefits: Our benefits include health and dental plans with 100% of the premiums covered. We also offer an Employee Assistance Program to support your mental well-being and provide resources for personal challenges. Retirement Plans: Plan for your future with our robust retirement savings options, ensuring you're set for the long haul. Hybrid Work Environment: Experience the best of both worlds with our hybrid work model, allowing you to balance remote work with in-office. When you're at our corporate head office, enjoy a relaxed and collaborative environment featuring breakout rooms for brainstorming and unwinding, plus a variety of snacks to keep you energized throughout the day. Perks and Rewards: Enjoy reimbursement for tuition assistance and professional development, discounts through Perkopolis and participate in our rewards and recognition programs to celebrate your contributions. The Job: Director, Service Delivery & Omnichannel Solutions We're seeking a Director, Service Delivery & Omnichannel Solutions to lead enterprise-wide service delivery across IT Service Desk operations and the full omnichannel ecosystem. This role is responsible for defining strategy, driving modernization, ensuring operational excellence, and delivering seamless customer and employee experiences across all channels.

Responsibilities

• Service Delivery Strategy & Operations:
• Define and lead the enterprise service delivery strategy and operating model across Service Desk and omnichannel platforms
• Oversee day-to-day operations, ensuring SLA/SLO performance, stability, and continuous improvement
• Lead incident, problem, and change management practices to ensure operational resilience
• Omnichannel Platform Leadership:
• Oversee voice, IVR/IVA, chat, messaging, email, social, and in-store support channels
• Ensure seamless integration across CRM, ITSM, analytics, and identity systems
• Drive automation, self-service, and knowledge-centered service improvements
• Data, Insights & Executive Reporting:
• Develop real-time dashboards and reporting to drive operational transparency
• Translate data into actionable insights and business recommendations
• Present performance, risks, and opportunities to executive stakeholders
• Stakeholder & Vendor Management:
• Partner with IT, CX, Risk, Finance, and business leaders to align priorities
• Manage multi-vendor ecosystems and ensure performance against SLAs
• Lead governance forums and cross-functional initiatives
• People Leadership & Culture:
• Lead and develop high-performing teams across service delivery and platforms
• Foster a culture of accountability, innovation, and continuous improvement
• Build leadership capability and succession planning
• What You'll Bring to the Table
• 12+ years of experience in service delivery, IT operations, or omnichannel environments
• 5+ years in senior leadership roles with budget and team accountability
• Deep expertise in Service Desk, ITSM, and omnichannel platforms (IVR, chat, WFM, QA, etc.)
• Strong experience in vendor management and regulated environments
• Proven ability to lead large-scale transformation and modernization initiatives
• Strong executive presence and stakeholder management skills
• Education + Experience
• Bachelor's degree in Business, IT, Operations, or related field
• MBA or advanced degree is an asset
• ITIL v4 required; PMP, Lean/Six Sigma, or similar certifications are assets
• Ready to lead enterprise service delivery and shape the future of omnichannel experiences? Join us and drive meaningful impact at MFSG.
• Committed to Equal Opportunity:
• MFSG is committed to accommodating applicants up to the point of undue hardship during the recruitment, assessment and selection process. If you are selected for

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