Manager, Centralized Support

3 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:
- 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

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