Facilities Team Lead

4 days ago

Montréal QC, Canada National Bank Full time

A career as a Team Lead at National Bank Independent Network (NBIN), servicing Introducing Brokers (IB) clients means playing a vital part in ensuring we deliver the highest quality of customer service to our clients. In this role you can use your communication skills, leadership abilities and customer service experience to have a positive impact on both the organization and our clients. 
Support and work alongside the Senior Manager to lead a team of approximately 10 Account Managers responsible for supporting our Introducing Brokers firms
Act as the first point of escalation for Account Managers
Oversee operations to achieve productivity and service quality objectives while ensuring compliance with policies, standards, and procedures.
Identify and promptly resolve operational issues, make recommendations, and propose solutions for continuous improvement of processes, systems, and client satisfaction
Provide Account Managers with guidance on NBIN's policies, procedures, and training that directly impact our business
Monitor support activities and implement controls to maximize operational efficiency and quality while contributing to their evolution
Conduct various analyses, research, and strategic projects with a significant impact on team effectiveness
Manage the Service Delivery team’s documentation and maintain a calendar of training sessions, communications, and events
Within this team you will report to the Senior Manager and help oversee a team of 9 dedicated specialists that are based in our Montreal and Toronto offices. We prioritize a variety of continuous learning methods to enhance your development, including on-the-job learning, training content made available to you, and collaboration with colleagues from diverse areas of expertise and backgrounds.
Bachelor's degree in a related field and 5 years of relevant experience, OR a Master’s degree in a related field with 3 years of relevant experience
Advanced knowledge of the securities brokerage/service industry in a client contact center environment
Strong skills in planning and organizing work based on volume, resources, and priorities
Knowledge of regulatory, operational, and legal aspects of the industry
Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) are assets
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family. 
* Flexible group insurance
* Generous pension plan
* Employee and Family Assistance Program
* Opportunities to get involved in community initiatives
* Virtual sleep clinic 
Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.

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