Manager, Branch

2 weeks ago

Edmonton, Canada CWB Financial Group Full time

At

CWB

, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up - as individuals and as a team - to accomplish our strategy.

Roles Specifications

Location: Edmonton, AB

Term Role: 6 Months

On-site requirements. Collaborative connections.

CWB Corporate

Put a new _spin _on your banking career
- The overwhelming majority of our employees say CWB is a Great Place to Work®_

We’re different from the big banks in _the way_ we engage our employees - caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.
- Our employees love CWB. You’ll love it here too._

The opportunity

The Manager, Branch and Client Support Centre is responsible for providing leadership to the Branch & Client Support Centre (BCSC) to proactively create client value by seamlessly interacting with branches and clients to resolve issues, while ensuring the highest level of service is provided to our clients. The Manager will lead up to 7 client-facing direct reports providing expert knowledge and enhancing each client interaction. This role will also provide leadership of the Complaints Handling Office whose responsibility encompasses complaint escalation, investigation and follow up. This role reports to the Sr Manager, Branch & Client Support

Areas of focus

Team Leadership
- Provide ongoing formal and informal coaching/mentorship to BCSC team to develop skills and confidence which translates to the delivery of outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with CWB’s brand promise.
- Drive and monitor the efficiency of the Branch and Client Support Centre through a fully trained and knowledgeable team that completes tasks for branch network and clients.
- Promote cooperation and commitment within the CWB Financial Group towards the attainment of common goals enabling productive group interactions.

Creating Unrivaled Client Experiences
- Ensure the BCSC team provides direct support to the CWB branch network and clients which delivers a “best in class” customer experience.
- Lead operational improvement activities related to increasing capacity, efficiency, and functionality of Cash Management products and Estates, and report the return on investment to our Operational Effectiveness team.
- Proactively identify and monitor support trends and communicate opportunities for improvement to the banking centre network and corporate partners.
- Monitor and report on achievement of Service Level Agreement (SLA) targets; when SLA targets are not met, identify root causes and contribute to creating an appropriate action plan to address them.

Administration
- Ensure proper controls are in place and monitor daily operations to ensure controls are working effectively to mitigate risks associated with the processes executed within the Branch Banking Support team.
- Prepare and regularly review annual goals and career development plan with manager/supervisor.
- Continual learning and development of personal goals to remain current in industry knowledge as well as assist to fulfill the Bank’s and individual’s succession planning goals.

Who we’re looking for & what you’ve done

Education
- Post Secondary degree in a related field, or equivalent professional experience in Cash Management, Estate administration and Commercial Credit and support.

Professional Experience
- 6+ years of banking experience, with at least 4 years of proven experience in mentoring and leadership
- 4+ years experience in a centralized Client Contact/Support Center environment.
- Highly developed client facing and client relationship development skills with the ability to effectively articulate customer value.
- Change management experience with business transformation in addition to a strong understanding of process improvement to achieve optimization.

Personal Competencies
- Client-focused with strong working knowledge of retail banking products and services, commercial lending policies, collateral securities, procedures, laws, rules, regulations, and compliance requirements.
- Strong knowledge of risk assessment, business banking and credit processes.
- Strong leader with demonstrated skills in effective feedback, coaching and delegation.
- Demonstrated ability to engage in and drive multiple initiatives simultaneously with mínimal supervision and exercise appropriate judgement as to when issues n

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