Service Delivery Team Lead

4 days ago

Toronto, Ontario, Canada NBC Full time
Job Overview

We are seeking a highly motivated and experienced Service Delivery Team Lead to join our team at National Bank Independent Network (NBIN). As a key member of our brokerage administration support team, you will play a vital part in ensuring we deliver exceptional customer service to our clients.

Key Responsibilities:
  • Lead the first point of escalation for Account Managers (AMs) and provide on-the-spot coaching to ensure seamless issue resolution.
  • Assist with interview processes for new AM job postings and lead employee onboarding, working closely with internal trainers.
  • Review and action all AM vacation requests to guarantee proper coverage.
  • Participate in product development and act as an advocate for new applications with internal partners and end-clients.
  • Maintain superior relationships with NBIN internal and operational partners.
Required Skills & Qualifications:
  • University degree required; Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) an asset.
  • Three to five years' experience in a brokerage/service role, preferably with knowledge of regulatory and legal aspects of the industry.
  • Strong aptitude to influence, self-starter with ability to work independently and within a team environment.
  • Customer service oriented, with strong relationship management and interpersonal skills.
Benefits Package:
  • Competitive compensation package.
  • Flexible group insurance options.
  • Generous pension plan.
  • Employee Share Ownership Plan.
  • Employee and Family Assistance Program.

Our team offers a dynamic work environment and cutting-edge collaboration tools. We actively listen to employees' ideas and encourage regular feedback and ongoing communication. Join us in making a positive impact on people's lives.

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