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Service Delivery Team Lead

2 months ago

Toronto, Ontario, Canada NBC Full time

Job Summary:

We are seeking a highly motivated and experienced Service Delivery Team Lead to join our team at NBC. As a Service Delivery Team Lead, you will play a vital role in ensuring the highest quality of customer service to our clients.

Key Responsibilities:

  • Be the first point of escalation for the Account Manager (AM's)
  • Act as interim Service Delivery Manager when necessary and be the primary resource for the AM's
  • Assist with the interview process for all new AM job postings and then take the lead for the employee onboarding process and work with internal trainer to coordinate a seamless integration into the company
  • Provide on the spot coaching for all AMs on the team and assist in semi-annual and Annual job evaluations
  • Review and action all AM vacation requests to always ensure proper coverage
  • Participate in all Product development and act as an advocate for all new applications with both internal partners and our end clients
  • Possess in-depth knowledge of the structure, procedures, and systems utilized within client firms, NBC, and support areas
  • Build and maintain superior relationships with NBC internal and Operational partners
  • Ensure prompt and thorough resolution of all client issues and recommend improvements in policies and procedures with the goal of continually improving our service delivery and client satisfaction
  • Act as a liaison with the various operational areas within NBC to ensure tasks are completed in a proactive and timely manner
  • Provide AMs with guidance on NBC policies, procedures, and training that directly impact our business
  • Act as lead on Service strategic initiatives which includes planning, executing, and implementing
  • Maintain Service Delivery's Teams folders as well as a calendar for training, communications, and events
  • Identify and maintain good resource repository for the team and clients
  • Approve all cash disbursements between $251K - $1MM

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 the regulatory and legal aspects of the industry
  • Strong aptitude to influence (to lead by example)
  • Self-starter with the ability to work independently and within a team environment
  • Highly motivated and enthusiastic individual who demonstrates can-do attitude with the ability to manage multiple priorities in a fast-paced environment
  • Customer service-oriented, and strong relationship management and interpersonal skills
  • Strong verbal and written communication skills
  • French language an asset