Assistant Manager, Customer Service

Attendance: Hybrid

Employment Category: Manager

Type of Contract: Temporary

Benefits for vendors:
A career as an Assistant Manager, Customer Service in the Customer Service team at National Bank means acting as a leader who ensures a seamless operational flow and a culture of exceptional service. This role allows you to make a positive impact by supporting a high-performing team that delivers top-tier service to internal and external clients through effective communication, operational insight, and relationship-building skills.

The job

- Oversee daily operations and monitor service delivery and performance objectives within Customer Service.
- Support and coach team members to achieve customer satisfaction and operational excellence.
- Develop, implement, and analyze plans to improve efficiency, productivity, and client experience.
- Build trusted relationships with internal and external stakeholders, fostering communication and collaboration.
- Authorize service-related refunds up to $50,000 while exercising sound judgment.
- Manage recruitment, performance reviews, and coaching activities, ensuring documentation in compliance with HR standards.
- Contribute to strategic change initiatives and support organizational growth objectives.

The Team

The Customer Service team is composed of dynamic and committed professionals who work collaboratively to deliver an exceptional client experience. You will lead a team of 5 to 10 colleagues and report to the Manager, Customer Service. Our team stands out for its strong culture of communication, continuous improvement, and its unwavering support for each other. You’ll benefit from a hybrid work environment and flexible schedule options designed to support a strong quality of life.

Prerequisites

- Post-secondary education in business or an equivalent combination of education and experience.
- 3 to 5 years of experience in administration or customer service environments.
- Experience leading people in a performance-driven context.
- Strong analytical skills with the ability to maintain accurate documentation.
- Excellent communication and interpersonal skills.

Language requirements

- Bilingualism (French and English) is considered an asset.

Additional Skills

- Relationship-building
- Adaptability and flexibility
- Proactive problem-solving
- Ability to work independently and collaboratively
- Ability to handle conflict
- Attention to detail
- Customer-focused mindset

**Your benefits**
In addition to competitive compensation, you’ll 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
- Group insurance
- Generous pension plan
- Employee and Family Assistance Program
- Preferential banking services
- Opportunities to get involved in community initiatives
- Telemedicine service
- Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

**We're putting people first**
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 peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

Join us

Additional required languages: English, French

Skills: Bilingual Communications, Communication, Conflict Management, Customer Service, Interpersonal Skills, Leadership, Relationship Building, Detail-oriented, Active collaboration, Flexibility, Adaptability, Customer Focus, Proactivity, Data Integrity