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Service Delivery Team Lead

2 months ago

Toronto, Ontario, Canada NBC Full time
Job Title: Service Delivery Team Lead

At National Bank Independent Network (NBIN), we are seeking a highly motivated and experienced Service Delivery Team Lead to join our team. As a key member of our Service Delivery team, you will play a vital role in ensuring the highest quality of customer service to our clients.

Key Responsibilities:
  • Act as the first point of escalation for Account Managers (AMs)
  • Assist with the interview process for new AM job postings and lead the employee onboarding process
  • Provide on-the-spot coaching for AMs and assist in semi-annual and annual job evaluations
  • Review and action all AM vacation requests to ensure proper coverage
  • Participate in product development and act as an advocate for new applications with internal partners and end clients
  • Build and maintain superior relationships with NBIN internal and operational partners
  • Ensure prompt and thorough resolution of client issues and recommend improvements in policies and procedures
  • Act as a liaison with operational areas to ensure tasks are completed in a proactive and timely manner
  • Provide AMs with guidance on NBIN policies, procedures, and training that impact our business
  • Lead service strategic initiatives, including planning, executing, and implementing
Requirements:
  • University degree
  • Three to five years' experience in a brokerage/service role
  • Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) an asset
  • Knowledge of regulatory and legal aspects of the industry
  • Strong aptitude to influence and lead by example
  • Self-starter with the ability to work independently and within a team environment
  • Highly motivated and enthusiastic individual with excellent communication and interpersonal skills
What We Offer:
  • Competitive compensation
  • Flexible benefits package, including health and wellness program, group insurance, pension plan, and employee share ownership plan
  • Opportunities for professional growth and development
  • A dynamic work environment with cutting-edge collaboration tools
About Us:

National Bank Independent Network (NBIN) is a leading choice of Introducing Brokers and Portfolio Managers looking for brokerage administration support. We provide trading and custodial services to Portfolio Managers and are a carrying broker to IIROC registered Introducing Brokers across Canada.