Job details

A career at the National Bank means having a direct impact on our clients. Being a Director at the Customer Experience Center in the Remote Advisory Center sector means leading a team of advisors committed to effectively meeting the diverse needs of our clients while ensuring a superior and efficient customer experience. For your team, you create a motivating and inspiring environment that promotes customer service and professional development for your team members. Your coaching experience, passion for customer service, bold and innovative spirit, and great agility allow you to be a hands-on leader.

Your Role:

• Achieve the expected financial contribution goal by identifying with your team the expected behaviors and business development activities.
• Provide personalized coaching to advisors to develop their skills and support them in their professional journey.
• Mobilize employees to achieve customer acquisition, retention, and loyalty goals and create a culture focused on both the client and a superior experience for employees.
• Ensure the smooth running of daily operations by being a hands-on leader in the call center.
• Implement necessary actions for your entire team to offer exceptional customer experience.
• Participate as an expert in missions or projects.
• Actively and effectively engage with internal and external partners to develop and evolve the partnership model.
• Ensure that your team members respect and apply the established engagement rules for customer segmentation, transaction execution, risk management, regulatory compliance, and operational procedures of the sector.
• Act as the Compliance Officer of the Business Unit (BCO) to supervise all mutual fund representatives (MFR).

Your Team: 

This position reports to the senior management of the Remote Advisory and Services Center, and you collaborate daily with a team composed of leaders, advisors, agents, and several partners and experts. Our team values everyone's passions and bold ideas. Whether it's helping our clients achieve their goals or helping your colleagues do what they love, we are united. We know we can count on our colleagues to encourage knowledge sharing and mutual support. This call center manager position is in-person at the office with a daytime schedule, with one or two evenings per month. You will benefit from the strength of a large company, a vast territory with great potential, and working conditions that allow flexibility, while contributing to building people's lives here.

Required Skills:

• Between five and ten years of experience: in team management and coaching or business development in the financial sector.
• College diploma with eight to ten years of experience or industry-related bachelor's degree with five to seven years of experience or master's degree with five years of experience, depending on the level of the position.
• Be a Mutual Funds Representative (MFR) for a minimum of two years.
• Be responsible for the compliance of the administrative unit (BCO) or become one within 3 to 6 months of hiring.

Desired Skills:

• Experience in managing a customer service and business development team.
• Knowledge of the realities of customer contact centers in the financial industry.