Service Delivery Team Lead

3 days ago

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

At NBC, we're seeking a highly skilled 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
  • Assist with the interview process for new Account Manager hires and lead the employee onboarding process
  • Provide on-the-spot coaching for Account Managers and assist with semi-annual and annual job evaluations
  • Review and action all Account Manager vacation requests to ensure proper coverage
  • Participate in product development and act as an advocate for new applications with internal partners and clients
  • Build and maintain superior relationships with 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 guidance on NBC 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 or 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 NBC:

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 people's lives. We offer a barrier-free workplace that is accessible to all employees.

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