Senior Manager Commercial Client Experience Centre

A career as a Manager and Senior Manager at the commercial Client experience Centre means guiding the CEC's business strategies while coaching and engaging high-performing teams. It means playing a key role in transforming CECs, promoting them throughout the organisation and elsewhere in Canada, and professionalising talent in your sector.

Your job

• Implement the commercial Client experience Centre strategies in collaboration with key sectors (Digital, IT-Operations, Commercial Banking, Transformation and Contact Centre expertise, etc.) to support the one mission.
• Promote a client culture by adopting an advisory approach focused on the needs of business clients.
  Increase the visibility of CEC commercial Banking and develop clients nationwide.
• Strengthen relationships and leadership within the team, with colleagues and external partners.
• Develop and expand the Business call Centre in Western Canada (Edmonton).
• Mobilize teams to support and monitor initiatives and action plans.
• Create a structured and motivating environment by promoting leadership.
• Identify and resolve complex problems with strategic solutions to improve procedures and standards.
• Encourage innovation and guide the evolution of processes and systems.
• Anticipate future challenges and define adapted solutions.
• Analyze data to guide sector decisions.
• Governance of processes to ensure stability and prioritise improvements. 

Your team

You are part of a team of more than 200 colleagues, 8 direct reports and you report to the Senior Vice-President - Client experience Centre. Our team strives to lead contact centre performance by offering innovative, data-based, resource optimisation solutions to improve client satisfaction while creating a motivating and fulfiling work environment for our employees.

Prerequisites

• Bachelor's degree in a related field and 10 years of relevant experience or Master's degree in a related field and 8 years of relevant experience
• In-depth knowledge and solid experience in the commercial Banking sector
• Significant experience in personnel management in a context of transformation
• Experience in operations management optimisation of processes
• Planning and organising work based on projects and activities, volume, resources and priorities
• Experience in managing operational performance and collective performance
• Demonstrate a strategic vision
• Communicate with impact and strong ability to share the vision
• Excellent ability to manage change
• Ability to influence and rally various stakeholders and partners
• Be available for occasional trips to Edmonton

Your benefits In addition to competitive compensation, upon hiring 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 * 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    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.     We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?    Come live your ambitions with us!