Manager, Customer Experience - Montreal Centre (Future Opportunities)
Core
Lead a frontline customer service team in a bank branch to ensure operational excellence, resolve complaints, and deliver a positive customer experience.
Role type
Manager, Customer Experience (Frontline Team Lead)
Builds
Customer service operations and team performance within a retail banking branch
Domain
Banking / Retail Finance
Required skills
Team leadership and mentoring, operational process management, customer complaint resolution, scheduling and workflow prioritization, coaching on customer conversation strategies, regulatory compliance adherence, branch administrative management
Preferred skills
Influential communication, fast-paced environment adaptability, knowledge of emerging industry trends
Technologies
MS Office, internet applications
Responsibilities
Mentor team members to achieve operational excellence and personal development goals; Maintain employee scheduling and ensure adherence to policies and conduct guidelines; Collaborate with internal partners to meet diverse customer needs; Coach staff on advice-giving and customer conversation tactics; Monitor workflows, prioritize tasks, and resolve operational issues; Administer daily branch administrative duties; Maintain customer-facing branch areas per regulatory and marketing guidelines; Provide ongoing performance feedback and manage team performance activities.
Seniority
Manager, hands-on leadership