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
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
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