Assistant Manager, Member Contact Centre

1 week ago

Winnipeg, Canada Steinbach Credit Union Full time

**Build a rewarding career with Steinbach Credit Union**:
Steinbach Credit Union is one of Manitoba’s largest credit unions and one of the ten largest in Canada with over $9 billion in total assets. For the past 80 years, we have worked with our members to create relationships based on trust and support. Our goal is to provide advice and recommend products and services that are tailored to meet every member’s individual needs.

Our member-centric approach is a key driver in everything we do, and our level of service is second to none. We provide an environment of trust in which members feel comfortable doing business and they will recommend us to their family and friends. For more information, please visit our website.

**An exciting opportunity awaits**:
We currently have an opportunity for an **Assistant Manager, Member Contact Centre** to join our Member Contact Centre. As an Assistant Manager, Member Contact Centre, you will be responsible for leading members of the team and providing support to the Management team in the areas of workforce planning, communication, coaching and ensuring compliance with SCU policy, procedure and best practice.

**Specific Responsibilities**:

- Provide day to day leadership to the direct reports: (including staffing decisions, monthly coaching, and performance management) and assist the Management team, with the guidance and support of other department staff.
- Establish work plans and schedules to ensure service delivery is met within the service agreement; complying with all SCU policies, procedures and best practices.
- Resolve service related issues or questions as required, escalating those outside of authority level or scope of influence; may require coordination of effort across departments.
- Monitor calls to improve quality, minimize errors, and/or track performance and coach to required behaviour or process changes
- Ensure understanding of corporate vision and strategy and partner effectively with the management team and others to execute on operational plans.
- Assist the Management team to ensure team members maintain clear lines of communication, meet service level agreements (where applicable), and achieve individual and organizational goals.
- Assist with reviewing and updating relevant metrics to communicate progress towards agreed upon goals and targets; take action as required.
- Develop, maintain and model a thorough knowledge of credit union policies, procedures and corporate values.
- Assist the Management team with the communication and promotion of change initiatives within the organization.
- Resolve service related issues or questions as required, escalating those outside of authority level or scope of influence; may require coordination of effort across departments.
- Provide back up support and coverage for the Management team and peers as required.

**Qualifications**:

- Grade 12 diploma
- 2 years of post-secondary education
- 2 to 4 years of job related experience, or an equivalent combination of education and experience.
- Knowledge or experience of credit union/FI operations will be considered an asset
- Strong communication skills and operational planning will also be considered asset

**How we'll reward you**:
You can look forward to joining an organization that values teamwork and its membership. You will receive a **competitive annual salary **based on skills and experience. In addition you would be eligible for** variable compensation and matched pension plan **per SCU policies. You will also receive a great host of benefits, including:

- Extended medical, dental, vision benefits, plus a healthcare spending account (premiums 100% paid by SCU)
- Short Term Disability, Long Term Disability, Life insurance, and AD&D insurance
- Employee Banking Benefits (i.e. free chequing account, low interest MasterCard, bonus rate on deposit and lending products)
- Opportunities for professional development
- Clothing allowance

**Accessibility and inclusivity**:
We believe our employees should represent the diversity of our members and the communities in which we live and serve. If you require an accommodation for the recruitment or interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we’ll work with you to meet your needs.

**Closing Date: July 02, 2024**:

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