Senior Manager Call Center
4 weeks ago
About the Role:
As a Senior Manager at the National Bank of Canada, you will be responsible for leading a team of managers and agents in the Edmonton call centre. Your primary goal will be to create an engaging and inspiring environment that fosters a culture of customer service and professional development.
Key Responsibilities:
Establish the new call centre based in Edmonton
Define strategic orientations and drive the service transformation to help achieve sector objectives
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
About the Team:
This new Edmonton-based team will be an integral part of National Bank's Customer Experience Centre. You will report to a Senior Manager in Montreal.
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 the National Bank of Canada:
We are 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:
Partnership
Agility
Empowerment
Benefits:
In addition to competitive compensation, you will be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
Health and wellness program, including many options
Flexible group insurance
Generous pension plan
Employee Share Ownership Plan
Employee and Family Assistance Program
Preferential banking services
Opportunities to get involved in community initiatives
Telemedicine service
Virtual sleep clinic
We're Putting People First:
We are 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.
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