DIRECTOR, BUSINESS DEVELOPMENT OPERATIONS SUPPORT
BDC
We are banking at another level.
Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.
Choosing BDC as your employer also means:
Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few
In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
A hybrid work model that truly balances work and personal life
Opportunities for learning, training and development, and much more...
Explore the BDC Way in our Culture Book
POSITION OVERVIEW
The Director, Business Development Operations Support holds a mission‑critical role within the COO organization. They are responsible for defining the vision, structure, and continuous improvement of all CRM and sales process dimensions, while ensuring alignment with the organization’s strategic goals. This includes leading a cross‑functional team of Business Analysts, Business Process Owners, and the AI Business Journey SME.
The Director enables seamless integration of operational excellence, risk management, and employee/client experience across the sales journey. As the organization evolves toward AI‑enabled workflows, the Director plays an essential role in embedding AI into CRM and sales processes by ensuring user‑centric design, responsible experimentation, and efficient adoption.
CHALLENGES TO BE MET
Strategic CRM & Sales Process Leadership
Define the end‑to‑end vision for Client Relationship Management and the Sales Process, including target‑state standardization and a comprehensive roadmap across all operations, product lines, and client segments.
Champion the adoption of advanced CRM systems, digital solutions, data‑driven processes, and AI‑enabled tools that empower frontline teams, optimize client engagement, and support organizational competitiveness.
Guide the evolution of CRM capabilities to ensure a client‑centric, efficient, and risk‑aware experience across the sales journey.
Leverage dashboards, metrics, and qualitative insights to inform prioritization, backlog refinement, and continuous improvement efforts.
Ensure governance forums integrate AI, CRM, and sales workflow considerations into decision‑making.
AI‑Enabled Journey & Workflow Integration
Lead and oversee the integration of AI into CRM and sales processes by ensuring that business needs, frontline realities, and operational constraints guide AI solution design.
Direct and support the AI Business Journey SME in identifying key integration points where AI enhances workflow effectiveness (e.g., prospecting, discovery, documentation quality, KYC).
Ensure AI‑driven features are aligned to business outcomes, operational priorities, and frontline adoption capacity.
Cross‑Functional Collaboration
Partner with Digital Banking, Advisory Services, Marketing, IT, and Sales Enablement to shape technology roadmaps and co‑design user centric CRM/AI solutions.
Drive strong collaboration with business lines, ensuring that CRM, AI functionalities, and sales processes are aligned with strategic objectives and regulatory requirements.
Oversee coordination between frontline teams and support functions to ensure continuous alignment on field needs, solution readiness, and operational integration.
Adoption, Change Management & Enablement
Provide leadership direction to Sales Enablement and the AI Business Journey SME in crafting and executing adoption strategies—including targeted communications, coaching, and training programs.
Drive organizational readiness for new CRM and AI capabilities by ensuring strong change management, stakeholder alignment, and risk‑aware execution.
Support the creation of deployment kits, business readiness plans, and operating cadences that sustain frontline adoption and continuous learning.
Team Leadership
Lead a multidisciplinary team including Business Analysts, Business Process Owners, and the AI Business Journey SME; promote a culture of collaboration, innovation, accountability, and client‑centricity.
Coach and mentor team members to build capabilities in CRM evolution, AI solutioning, process excellence, and cross‑functional leadership.
Ensure the team is equipped to advance digital transformation while maintaining operational continuity.
WHAT WE ARE LOOKING FOR
Bachelor’s degree in Business Administration, Operations, Compliance, or a related field.
8–10 years of progressive experience in process management, client relationship management, sales operations, or business enablement leadership roles.
Strong understanding of sales, CRM, and operational risk management frameworks, with a proven track record of leading cross-functional teams and driving change in complex environments.
Deep understanding of IT functions
Proficiency with Microsoft 365 platforms—including Dynamix365 and integrated tools—is considered a strong asset.
Expertise in the use of CRM technologies, data analytics, and sales performance management tools.
Excellent communication, analytical, and problem-solving skills; ability to influence at all levels of the organization.
Bilingualism (French and English) is mandatory.
Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at accessibility@bdc.ca.
While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.
