Manager, Customer Service

**Primary Locations**:Dollard-des-Ormeaux, Quebec**:
**Attendance**:On-site**:
**Employee Status**:Regular**:
**Schedule**:Full-time**:

- Do you stand out for your coaching skills?
- Are you a motivating and inspiring leader?
- Are you dedicated to delivering a superior client and employee experience?

Then the position of Customer Service Manager may be right for you

As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

This position reports to a Branch Manager.

In your role, you will be expected to:

- Guide and coach the team of representatives in identifying clients' financial needs
- Make sure the team promotes the Bank's products and services and refers clients to the right resources.
- Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business development techniques after setting and following up on performance objectives and business development referrals
- See that the branch's operational activities are carried out efficiently
- Build loyalty by maintaining close relationship with clients and offering them quality service
- Do your part to increase transaction revenues, share of wallet, and client acquisition and retention by soundly managing the branch's expenses and transaction services.
- Ensure compliance with security standards and procedures in effect

More specifically, you will:

- Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.
- Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.
- Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.
- Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities
- The incumbent must be able to identify risks inherent to Personal and Commercial Banking sector activities
- The incumbent must be mobile and will be assigned to a branch in the Montreal West region.

Depending on your academic background and the position level, at least five to ten years of experience in:

- College diploma and four to six years of experience, depending on position level OR University certificate in a related field or National Bank University Program and three to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level
- Experience in personnel management and coaching
- Experience in business development and customer service
- Knowledge of financial products and services, an asset

Your benefits

Upon hiring, you will be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family:

- Health and wellness program, including many benefits
- Flexible group insurance
- Defined benefit pension plan
- Employee Share Ownership Plan
- Employee and family assistance program
- Preferred banking services
- Volunteer program
- Telemedicine
- Virtual sleep clinic

These are just a few of the many benefits we offer. We've rolled out a number of additional measures to ensure your health, safety and wellbeing during the pandemic.

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._
- We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us._
- Ready to live your ambitions?_