Team Lead Client Success Team

Hiring Announcement for Team Lead Client Success Team - Canada

RPS Real Property Solutions is excited to announce an opening for the position of Team Lead Client Success Team. We are seeking a dedicated and detail-oriented professional to join our team and contribute to our mission of delivering innovative and effective residential real estate solutions.

**About RPS Real Property Solutions**

RPS Real Property Solutions is a leading Canadian provider of outsourced real estate solutions including property valuations, business intelligence and mortgage-related services. We partner with financial institutions, mortgage professionals, real estate professionals, government agencies and economic research firms to help them make informed decisions with confidence.

Our expertise providing solutions for property valuations, data-driven risk management tools, market trending and insights, and consulting services over 25 years has established RPS as the strategic partner for real solutions to real property challenges.

We are dedicated to building on our strong legacy of operational excellence and fostering long-term relationships with our clients and partners, delivering the most innovative and effective residential real estate solutions in the market.

Our team is united by a shared set of values:

- We’re Client Obsessed
- We Love Innovation, But Worship Execution
- We Believe Simplicity Is Genius
- We Own What We Do
- We’re Guided by True North
- We Care Personally, Challenge Directly

**Value & Overview of the Role**:

- As a Client Success Team Lead, you are the ambassador of our client experience. You are driven by collective success, are a natural leader, are resourceful and helpful. You will build effective relationships and work closely with your direct reports. You will transfer knowledge and empower Client Success Specialists to create a positive client experience, reduce turnaround time and therefore increase market share.
- You will add value by leveraging the strengths of your specialists, building strong relationships with internal and external stakeholders and by performing root cause analysis, aiming to consistently improve our client experience.

**Accountabilities**:

- Manage the day-to-day workload and overall client experience within an inbound call driven environment
- Develop an in-depth knowledge of our clients, products and service offerings
- Look for opportunities to improve the client experience. You will do this by performing root cause analysis and utilizing Power-Bi reporting.
- Pro-actively communicate any staff productivity or business performance challenges with the Director, Success Team.
- Directly assist in resolving escalations
- Provide your direct reports with constant support and opportunities for continuous learning.
- Set up regular one/one feedback and performance reviews with each of your direct reports to ensure they meet the objectives set in their scorecard
- Support and collaborate with the Success leadership team to drive overall end-to-end appraiser, client, and employee success.
- Meet the objectives set in your Scorecard

**Work Experience / Skills & Knowledge**:

- ** Leadership acumen**:

- ability to engage, motivate and connect with your team.
- ** Ability to Inspire** - make an impact by influencing others to follow through on their commitments and manage change.
- ** Self-Starter** - ability to work effectively under mínimal supervision.
- ** Client Experience Obsessed** - understands our clients and appraisers, anticipate and always strive to exceed expectations.
- ** Results Driven** - Always looking for areas of improvement and challenge the status quo demonstrating our core values.
- ** Critical thinking**- able to determine best course of action, uses data to measure and improve outcomes
- ** Interpersonal Skills** - ability to develop and maintain positive relationships, facilitate positive interaction and communication
- ** Technology** - knowledge of Microsoft Office suite (primarily Word, Outlook, and Excel) and in
- house custom software.
- ** Experience** - Min 2-3 years in a supervisory role a must, call centre experience in the B2B sector, deep understanding of performance management.
- ** Bilingual** is an asset

**Education**:

- High School or College or University

**Other Information**:

- Department: Success Team
- Reporting to: Director - Success Team
- Location: Head office at 39 Wynford Toronto, ON M3C 3K5
- Working hours: 40 hours per week, Flexibility is required between 8am-8pm (EST) as shifts during the evening, weekend or public holidays may be required as well as the occasional over time

**Salary range**:
The offered salary for this position is competitive and within the market range for similar roles in the industry.

**Eligible benefits**:

- RRSP, health & dental
- Wellness subsidy
- Vacation days, personal days