Manager, Centralized Support

4 months 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:
- Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do

Roles Specification

Location: Edmonton, AB
Everyday flexibility. Hybrid work environments. Collaborative connections.

CWB Bank

CWB is a bank built for business owners

Our core focus is to become the best full-service bank for business owners in Canada. How do we do this? By delivering a proactive client experience through highly personalized service, specialized expertise, and customized solutions. And we do all this with an unrivalled sense of urgency that our clients love about us.

The opportunity

The Manager, Centralized Support is responsible for providing leadership to the Centralized Support Group to proactively create client value by seamlessly interacting with Banking Centres 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 and investigation.

What you’ll be doing

Team Leadership
- Provide ongoing formal and informal coaching/mentorship to Centralized Support 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.
- Lead the Centralized Support Group operating rhythm which includes regular performance coaching, quality scoring, side-by-sides and other activities determined in collaboration with the Centralized Operations Group team.
- Drive and monitor the efficiency of the Centralized Support through a fully trained and knowledgeable team that completes tasks for Banking Centre network and clients.
- Monitor and report on achievement of individual, team and functional area productivity and quality targets; when targets are not met, identify root causes, and contribute to creating an appropriate action plan to address them.

Creating Unrivaled Client Experiences
- Ensure the Centralized Support team provides direct support to the CWB Banking Centre network and clients which delivers a “best in class” customer experience.
- Model a client-centric approach for team members and coach where required to ensure a client-focused lens is used in providing services to the Banking Centre network.
- Lead operational improvement activities related to increasing capacity, efficiency, and functionality of Cash Management products and Estates, Loan Support, Loan Origination and internal audit requirements and report the return on investment to our Operational Effectiveness team.
- Lead activities related to the complaints handling processes identifying areas of opportunity to streamline processes and reduce banking centre escalations with effective monitoring.
- 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 Centralized 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 & Professional Experience
- Post Secondary degree in a related field, or equivalent professional experience in Cash Management, Estate administration and Commercial Credit and support.
- 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.
- Honed passion in supporting clients and executing world class client experiences.
- Experience leading through 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 initiativ

  • Manager, Centralized Support

    7 months 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: - Putting people first and building relationships with intention- Seeking out and embracing new ideas- Believing that how we do things is as important as what we do Roles Specifications Location: Edmonton, AB Everyday...

  • Regional Manager, Central

    7 months ago

    Edmonton, Canada Rupertsland Institute Full time

    **Regional Manager, Central** **Location**: Rupertsland Institute Head Office, Edmonton, AB **Position Status**:Full Time (40 hours/week), 1 Year Contract with Possibility of Becoming Permanent **The Organization** Rupertsland Institute (RLI) is an affiliate of the Métis Nation of Alberta (MNA) and has a triple mandate in education, training, and...

  • Central Office Clinical Coordinator

    7 months ago

    Edmonton, Canada Edmonton Southside Primary Care Network Full time

    **Edmonton Southside Primary Care Network -** **Central Office Clinical Coordinator** The Edmonton Southside Primary Care Network was the first PCN in Alberta. Over the past 17 years, the ESPCN has grown to become the largest PCN in Edmonton and consists of a team of health care professionals who are passionate about creating healthier communities. Each...

  • Centralized Programs Agent

    7 months ago

    Edmonton, Canada Medicentres Canada Inc. Full time

    **Position Title**: Centralized Programs Agent **Job Type**: Permanent Full-Time **Job Location**: Clinic Support Office (CSO) - Edmonton, AB **Reports to**: Centralized Programs Manager Medicentres is a growing network of professionally managed healthcare clinics dedicated to providing accessible healthcare to patients across Alberta, Saskatchewan,...

  • Facilities Manager, Central

    7 months ago

    Edmonton, Canada ATB Financial Full time

    **Our bottom line is different.** There’s something special about working at ATB, and it’s been recognized on every top employer list that matters. Maybe it’s our exceptional culture where your total wellness is supported through market-leading benefits and you’re free to bring your whole self to work. Maybe it’s our commitment to a growth mindset...

  • Centralized Programs Team Lead

    4 months ago

    Edmonton, Canada Medicentres Full time

    **Position Title**: Centralized Programs Team Lead **Job Location**: Clinic Support Office, Hybrid (Located in Mayfield Square) **Job Type**: Full-Time, Entry Level (8:00am - 4:30pm) **Reports to**: Centralized Programs Manager **Last Updated**: September 2024 **Job Purpose**: Reporting to the Centralized Programs Manager, the Team Lead will guide the...

  • Centralized Programs Team Lead

    4 months ago

    Edmonton, Canada Medicentres Canada Inc. Full time

    **Position Title**:Centralized Programs Team Lead **Job Location**:Clinic Support Office, Hybrid (Located in Mayfield Square) **Job Type**: Full-Time, Entry Level (8:00am - 4:30pm) **Reports to**:Centralized Programs Manager **Last Updated**:September 2024 **Job Purpose**: Reporting to the Centralized Programs Manager, the Team Lead will guide the...

  • Central Social Worker

    7 months ago

    Edmonton, Canada Edmonton Southside Primary Care Network Full time

    **Edmonton Southside Primary Care Network - Central Social Worker** The Edmonton Southside Primary Care Network was the first PCN in Alberta. Over the past 17 years, the ESPCN has grown to become the largest PCN in Edmonton and consists of a team of health care professionals who are passionate about creating healthier communities. Each member of our team...

  • Regulated Pharmacy Technician, Central Fill

    4 weeks ago

    Edmonton, Canada Walmart Canada Full time

    **Position Summary...**:The Regulated Pharmacy Technician, Central Fill is a health care professional that supports the Pharmacy Manager, Central Fill and the Pharmacist, Central Fill through the safe and efficient management of all aspects of drug distribution that does not require the pharmacist’s clinical knowledge, skills and judgment. **What you'll...

  • Territory Manager- Alberta Central

    7 months ago

    Edmonton, Canada Auxly Cannabis Group Inc. Full time

    **TERRITORY MANAGER - ALBERTA CENTRAL** **About Auxly Cannabis Group Inc.** Auxly is an international cannabis company dedicated to bringing innovative, effective, and high-quality cannabis products to the medical, wellness and adult-use markets. Auxly's experienced team of industry first-movers and enterprising visionaries have secured a diversified...

  • Central Procurement Manager, Edmonton

    3 days ago

    Edmonton, Canada ProFound Talent Inc. Full time

    ROHITTHE ORGANIZATIONRohit is an entrepreneurial company deeply rooted in the Rohit family legacy. Rohit believes that bravery is bold, and they thrive on pushing boundaries in the land development, home construction, residential rental, commercial, and healthcare infrastructure verticals. As an entrepreneurial company, they are committed to innovation,...

  • Central Procurement Manager, Edmonton

    3 days ago

    Edmonton, Canada ProFound Talent Inc. Full time

    ROHITTHE ORGANIZATIONRohit is an entrepreneurial company deeply rooted in the Rohit family legacy. Rohit believes that bravery is bold, and they thrive on pushing boundaries in the land development, home construction, residential rental, commercial, and healthcare infrastructure verticals. As an entrepreneurial company, they are committed to innovation,...

  • Central Investigations Analyst

    7 months ago

    Edmonton, Canada SNDL Full time

    Job Title Central Investigations Analyst Job Description About SNDL SNDL is the largest private sector liquor and cannabis retailer in Canada with retail banners that include Ace Liquor, Wine and Beyond, Liquor Depot, Value Buds, and Spiritleaf. As a licensed cannabis producer, SNDL also has indoor state-of-the-art grow-op facilities to supply wholesale and...

  • Central Canada Operations Manager

    1 month ago

    Edmonton, Canada BLACKBIRD SECURITY INC. Full time

    This role will report directly to our National Director of Operations and will work closely with our leadership and management teams in ensuring operational efficiency in our Alberta (Calgary, Edmonton), Saskatchewan (Saskatoon, Regina), and Manitoba (Winnipeg) regions. As a Central Canada Operations Manager, your duties and responsibilities shall primarily...

  • Fcc & Central Administrator

    5 months ago

    Edmonton, Canada Sterling Crane Canada Full time

    Sterling Crane Canada Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent. **Job: FCC & Central...

  • Centralized Support Professional

    4 weeks ago

    Edmonton, Alberta, Canada Disability Solutions Full time

    About UsCWB Financial Group is committed to providing a safe and inclusive environment where diverse workforces thrive. We value dignity, respect, and equality, and welcome applicants from all backgrounds.Job ResponsibilitiesDeliver exceptional client experiences by providing effective support and resolving escalations with sound judgment, prioritizing...

  • Hino Central | Parts Person Journeyman

    6 hours ago

    edmonton, Canada Hino Central Full time

    In 1996, Hino Central first set up shop in a small shared space. Today, we run a group of state-of-the-art locations in Edmonton, Calgary and Langley. We’ve been nationally recognized as an industry leader, and we’re a proud division of Eledone Management, part of The Driving Force Group of Companies. At Hino Central, you can count on our decades of...

  • Central Procurement Manager, Edmonton

    3 days ago

    Edmonton, Canada ProFound Talent Inc. Full time

    ROHITTHE ORGANIZATIONRohit is an entrepreneurial company deeply rooted in the Rohit family legacy. Rohit believes that bravery is bold, and they thrive on pushing boundaries in the land development, home construction, residential rental, commercial, and healthcare infrastructure verticals. As an entrepreneurial company, they are committed to innovation,...

  • Central Procurement Manager, Edmonton

    4 days ago

    Edmonton, Canada ProFound Talent Inc. Full time

    ROHIT THE ORGANIZATION Rohit is an entrepreneurial company deeply rooted in the Rohit family legacy. Rohit believes that bravery is bold, and they thrive on pushing boundaries in the land development, home construction, residential rental, commercial, and healthcare infrastructure verticals. As an entrepreneurial company, they are committed to innovation,...

  • Central Procurement Manager, Edmonton

    2 days ago

    Edmonton, Canada ProFound Talent Inc. Full time

    ROHITTHE ORGANIZATIONRohit is an entrepreneurial company deeply rooted in the Rohit family legacy. Rohit believes that bravery is bold, and they thrive on pushing boundaries in the land development, home construction, residential rental, commercial, and healthcare infrastructure verticals. As an entrepreneurial company, they are committed to innovation,...