Ops Game Changers
An original ActiveOps podcast focused on all things Operations.
We know it's not easy running operations. Pressures on cost, risk, customer and employee experience are a constant struggle as operational leaders try to do more with less. In this podcast series, we bring together true Ops Game Changers, who share real-life stories of how they delivered against business drivers – and delivered big!
Ops Game Changers
S02E02: Building a Culture of Performance That Lasts
Use Left/Right to seek, Home/End to jump to start or end. Hold shift to jump forward or backward.
You're listening to Ops Game Changers, the ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionizing the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more capacity, more productivity, and more business impact. Host Bhavesh Vaghela, CMO at ActiveOps, quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.
In this episode, we are joined by Jacinthe Sylvain, Vice President Operations, Wealth Management at National Bank of Canada, and winner of the 2025 ActiveOps Executive of the Year Award for the North American region. Jacinthe leads a large and complex operation spanning multiple teams and functions at one of Canada's leading financial institutions, and has spent over 15 years building a career that combines operational leadership, transformation, and people development.
She shares the story of the two-year transformation she led, one that started not with tools or targets, but with a fundamental question: who do we want to be as a team? She talks candidly about the shift from intuitive decision-making to fact-based performance management, how that change gave her team visibility, credibility, and a seat at the strategic table, and why she believes behaviors and culture are what make results stick long after the program ends.
Are you thinking about how to build a performance culture that outlasts the program that started it? Or perhaps you are leading your team through the next wave of AI and automation and wondering what kind of leader that demands? Then this episode is for you.
Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.
Discover more about ActiveOps.