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Montreal, Canada National Bank of Canada Full time

About the role A career as a Team Lead at National Bank Independent Network (NBIN), servicing Introducing Brokers (IB) clients means playing a vital part in ensuring we deliver the highest quality of customer service to our clients. In this role you can use your communication skills, leadership abilities and customer service experience to have a positive impact on both the organization and our clients. Your role Support and work alongside the Senior Manager to lead a team of approximately 10 Account Managers responsible for supporting our Introducing Brokers firms Act as the first point of escalation for Account Managers Oversee operations to achieve productivity and service quality objectives while ensuring compliance with policies, standards, and procedures. Identify and promptly resolve operational issues, make recommendations, and propose solutions for continuous improvement of processes, systems, and client satisfaction. Participate in product development and act as a champion for all new applications with internal partners and clients Provide Account Managers with guidance on NBIN's policies, procedures, and training that directly impact our business Monitor support activities and implement controls to maximize operational efficiency and quality while contributing to their evolution Conduct various analyses, research, and strategic projects with a significant impact on team effectiveness Manage the Service Delivery team’s documentation and maintain a calendar of training sessions, communications, and events Your team Within this team you will report to the Senior Manager and help oversee a team of 9 dedicated specialists that are based in our Montreal and Toronto offices. The team provides day‑to‑day service Introducing Brokers and acts as a liaison between clients and NBIN’s various support teams across Canada. Prerequisites Bachelor's degree in a related field and 5 years of relevant experience, OR a Master’s degree in a related field with 3 years of relevant experience Advanced knowledge of the securities brokerage/service industry in a client contact center environment Strong skills in planning and organizing work based on volume, resources, and priorities Knowledge of regulatory, operational, and legal aspects of the industry Experience in process and operational optimization Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) are assets Benefits Health and wellness program, including many options Flexible group insurance Generous pension plan Employee Share Ownership Plan Employee and Family Assistance Program Preferential banking services Opportunities to get involved in community initiatives Telemedicine service Virtual sleep clinic Additional required languages English, French. EEO & Inclusion We welcome all candidates We are committed to a barrier‑free workplace that is accessible to all employees and encourage applicants to request accommodations during the recruitment process. Seniority level Mid‑Senior level Employment type Full‑time Job function & Industries Information Technology Banking Referrals increase your chances of interviewing at National Bank of Canada by 2x. #J-18808-Ljbffr