Senior Manager Call Center Lead

1 month ago

Edmonton, Alberta, Canada NATIONAL BANK OF CANADA Full time

About the Role

We are seeking a Senior Manager Call Center to lead our new Edmonton-based team, an integral part of National Bank's Customer Experience Centre. As a key member of our leadership team, you will be responsible for establishing and driving the strategic orientations and service transformation to achieve sector objectives.

Key Responsibilities

  • Establish and implement effective operational processes and structures
  • Lead and coach a team of managers and agents
  • Oversee succession and performance for your team
  • Oversee operational quality and the achievement of targets
  • Foster a positive and motivating culture centred on employee recognition
  • Follow up regularly and closely on activities related to customer service and business development

About the Team

This new Edmonton-based team will be an integral part of National Bank's Customer Experience Centre and you'll report to a Senior Manager in Montreal. Our team aims to be the leader in contact centre performance, offering innovative solutions to optimize resources, based on data, enabling us to improve client satisfaction while creating a motivating and stimulating work environment for our employees.

Requirements

  • Bachelor's degree in a related field and seven years of relevant experience, or master's degree in a related field and five years of relevant experience
  • Extensive team management experience in a transformation context
  • Knowledge of financial products for business clients
  • Strong capacity for innovation and navigating ambiguous situations
  • Strong change management skills
  • Excellent stakeholder management and influential leadership skills
  • High level of autonomy, diligence and accountability

About National Bank of Canada

We're Canada's 6th largest bank and the leading one in Quebec. But above all, we're a bank with a human touch that stands out for its bold approach, entrepreneurial spirit, and passion for people. We offer a full range of financial services for individuals, businesses, and clients with specific needs, both domestically and internationally. We also offer a wide range of banking and insurance services as well as innovative investment and wealth management solutions.

Our Values

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We want to offer an accessible, barrier-free workplace to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us.

What We Offer

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. These include health and wellness programs, flexible group insurance, a generous pension plan, employee share ownership plan, employee and family assistance program, preferential banking services, opportunities to get involved in community initiatives, telemedicine service, and virtual sleep clinic.

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