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Service Delivery Team Lead

Job Number
Intermediate Professional
Status: Permanent
Type of Contract
Schedule: Full-Time 
Full Time / Part Time?
Posting date
Location: Toronto, Ontario
Area of Interest: Advisory services, Commercial banking

*** Please take note that the job is based in Toronto ***

National Bank Independent Network (NBIN) is the leading choice of Introducing Brokers and Portfolio Managers looking for brokerage administration support. NBIN provides trading and custodial services to Portfolio Managers (PM), and is a Carrying Broker to IIROC registered Introducing Brokers (IB) across Canada. As a Team Lead you will play a vital part in ensuring we deliver the highest quality of customer service to our clients.

Your role:

  • Be the first point of escalation for the Account Manager (AM’s)
  • Act as interim Service Delivery Manager when necessary and be the primary resource for the AM’s
  • Assist with the interview process for all new AM job postings and then take the lead for the employee onboarding process and work with internal trainer to coordinate a seamless integration into the company
  • Provide on the spot coaching for all AMs on the team and assist in semi-annual and Annual job evaluations
  • Review and action all AM vacation requests to always ensure proper coverage
  • Participate in all Product development and act as an advocate for all new applications with both internal partners and our end clients
  • Possess in depth knowledge of the structure, procedures and systems utilized within client firms, NBIN, and support areas
  • Build and maintain superior relationships with NBIN internal and Operational partners
  • Ensure prompt and thorough resolution of all client issues and recommend improvements in policies and procedures with the goal of continually improving our service delivery and client satisfaction
  • Act as a liaison with the various operational areas within NBIN to ensure tasks are completed in a proactive and timely manner
  • Provide AMs with guidance on NBIN policies, procedures and training that directly impact our  business
  • Act as lead on Service strategic initiatives which includes planning, executing and implementing
  • Maintain Service Delivery’s Teams folders as well as a calendar for training, communications and events
  • Identify and maintain good resource repository for the team and clients
  • Approve all cash disbursements between $251K - $1MM


Your team:  You are reporting to the Manager of the Service delivery team. The Service Delivery Team provides day to day service to a number of independent Portfolio Managers or Introducing Brokers and act as a liaison between the client and the various support areas within NBIN.


  • University degree
  • Three to five years’ experience in a brokerage/service role
  • Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH) an asset
  • Knowledge of the regulatory and legal aspects of the industry
  • Strong aptitude to influence (to lead by example)
  • Self-starter with the ability to work independently and within a team environment
  • Highly motivated and enthusiastic individual who demonstrates can do attitude with the ability to manage multiple priorities in a fast paced environment
  • Customer service oriented, and strong relationship management and interpersonal skills
  • Strong verbal and written communication skills
  • French language an asset


Communication Diversity & Inclusion Empathy Initiative Learning Agility Resiliency Teamwork

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!

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

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For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?

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Discover our culture

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Inclusive Environment
Inclusive Environment

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