Service Delivery Team Lead

3 weeks ago

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

At NBC, we are seeking a highly skilled Service Delivery Team Lead to join our team. As a key member of our Commercial Banking department, 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/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
  • Generous pension plan
  • Employee Share Ownership Plan
  • Employee and Family Assistance Program
  • Preferential banking services
  • Opportunities to get involved in community initiatives

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