Managing Director, Client Service
Core
Lead the 'People Engine' for Client Care, orchestrating frontline execution and strategic direction for a multi-disciplinary service organization of 200+ team members to deliver world-class customer experiences across all lines of business.
Role type
Senior IC Managing Director (Client Services)
Builds
A world-class contact center and consistent, amazing customer experiences across banking lines of business
Domain
Canadian retail banking and contact center operations
Required skills
Strategic planning, budget management, organizational change leadership, talent development, performance governance, cross-functional collaboration
Preferred skills
MBA or Graduate degree, experience leading large-scale financial services contact centers
Technologies
None stated
Responsibilities
Lead a team of three Senior Managers to transform banking operations; oversee best-in-class contact center operations across Service, Business, and EBC queues; manage the budget and plans for the Client Services portfolio; coach Senior Leaders to peak performance; foster a culture of recognition and empowerment to reduce voluntary turnover
Seniority
Senior, hands-on IC