Manager, Customer Experience - Drummondville
Core
Lead a branch team to deliver seamless customer experiences, resolve complaints, and promote banking products while ensuring operational excellence and compliance.
Role type
Manager, Customer Experience (Banking Branch)
Builds
Customer service interactions, team performance, branch operational workflows
Domain
Personal & Commercial Banking
Deliverable
client delivery
Required skills
team leadership, customer relationship management, complaint resolution, operational process management, staff coaching, scheduling, regulatory compliance
Preferred skills
strategic planning, time management, industry trend analysis
Responsibilities
Mentor team members to achieve personal development objectives, maintain employee scheduling and ensure policy compliance, support frontline staff in resolving customer complaints, coach team on customer conversation strategies, monitor workflows and assign duties, administer daily branch administrative duties, maintain customer-facing branch areas, provide ongoing performance feedback to team members
Seniority
Manager, hands-on leadership
