Canadian Western Bank
Job title:
Assistant Manager, Client Support
Company
Canadian Western Bank
Job description
At , we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:
Putting people first and building relationships with intention
Seeking out and embracing new ideas
Believing that how we do things is as important as what we do
Assistant Manager, Client Support
Role Specifications
Everyday flexibility. Hybrid work environments. On-site requirements. Collaborative connections.
Location: Edmonton
CWB Bank
CWB is a bank built for business owners
Canadian Western Bank (CWB) is the only full-service bank in Canada with a strategic focus to meet the unique financial needs of businesses and their owners. Our teams take a relationship-based approach to deliver a uniquely proactive client experience through highly personalized service, specialized expertise, customized solutions, and faster response times. We provide full-service business and personal banking, nation-wide specialized financing in targeted industries, comprehensive wealth management offerings, and trust services.
Our highly engaged teams operate within a client-centric, collaborative, and change-ready culture, with a core focus to achieve our vision to become the best full-service bank for business owners in Canada as we continue to transform our capabilities, united as one.
Inclusion has power
Labels don’t matter here. But your perspective does.
Bring you. All of you. Data nerd. Indigenous hoop dancer. Gym junkie. Sign-language interpreter. Coder. Foodie. World traveler. Justice activist. Blogger. Veteran.
The opportunity
The Assistant Manager is responsible for overseeing a team of Support agents. The primary purpose of this role is to ensure smooth day-to-day operations, provide guidance and support to team members, and ensure all administrative and regulatory requirements are completed for departments within Alternative Channels. Reporting to the Manager, Alternative Channels Admin, the Assistant Manager plays a crucial role in driving team performance, achieving operational targets, and maintaining a high standard of service delivery.
Day-to-day activities
1 SUPERVISION AND CULTURE
Inspire trust by being open, honest, and direct in communication, meeting commitments and behaving ethically in all dealings; accept responsibility and accountability for actions and results.
Manage a team of support agents, ensuring adherence to established policies, procedures, and service level agreements. Monitor daily activities such as client email requests, DCO applications and back-office reporting for all departments within Alternative Channels.
Conduct consistent review of Support Agents performance and respond to real-time developments with clear prioritization and conduct regular and annual performance evaluations as well as provide clear career coaching.
Provide tier 2 support for escalated client complaints where a more detailed and in-depth investigation is required to meet the client’s needs.
Monitor team performance to provide recognition and feedback for improvements; assist Manager, Alternative Channels Admin in the leadership and coaching of agents.
Work collaboratively with peer Assistant Managers and the Manager, Alternative Channels Admin, to prepare and communicate weekly scheduling.
Assist Manager in the weekly department meetings to help share information, success stories and learnings from each day.
Prepare and regularly review annual goals and career development plan with manager/supervisor.
#2 SERVICE DELIVERY AND CLIENT EXPERIENCE
Primary point of contact for Client Relationship agent inquiries.
Responsible for ensuring all Motive client requests obtained through email, mail or the Digital Client Onboarding experience are completed proficiently within the service level agreement.
Responsible for ensuring all client support agents process Employee Financial Services and Business Contact Centre requests are processed within the service level agreement.
Ensure the CRM (Client Relationship Management) tool within T24 is utilized on every client interaction to ensure proper documentation that will serve to provide historical context for future reference by any team member.
Provide and facilitate training to new team members; ensure they understand all technologies and systems used to service clients, product and service offerings, operational guidelines and practices, customer service standards, team scheduling and team/individual performance measurement standards.
Foster a culture of continuous improvement, innovation, and exceptional customer experience within the team.
#3 BUSINESS PERFORMANCE
Responsible for enabling Motive Financial to hit all growth targets; nurture relationships between Motive and each individual client by providing class leading front-line support.
Develop and refine back-office policies and procedures relation to the efficient support of client needs and requests for clients within Alternative Channels. Ensure current policies and procedures are followed and assist with the implementation of changes.
Accountable for all reporting requirements for departments within Alternative Channels on a daily, weekly, monthly and yearly basis; including sign-off where applicable.
Complete and maintain all AML and regulatory related tasks and requirements that are assigned and be proactive in identifying any existing gaps in existing processes.
Collaborate with the Manager to develop and implement strategies for improving team productivity and efficiency; stay updated on industry trends, new technologies, and best practices to enhance the Alternative Channels back office operations.
Monitor key performance indicators (KPIs) at the team and individual level; address areas of concern with appropriate action to achieve operational targets and service level agreements.
Be a change champion for new products, services, processes, and markets as departments within Alternative Channels grow in scope and size.
Assist the client relationship team when required with tasks and duties that are outside of the normal scope of the job for a client support agent.
Make decisions guided by common sense and sound business judgement.
Keys to success
Education
Minimum: High-school diploma or equivalent
Preferred: Post-secondary diploma or degree in a relevant field such as Business Administration, Communication, or related discipline.
Professional Experience
Minimum: 2- 4 years of experience in a customer service or contact center environment, preferably in the banking industry. This experience should include handling customer inquiries, managing escalations, and demonstrating leadership potential.
Preferred: 5+ years of progressively responsible experience in a customer service or contact center role, with at least 1-2 years experience in a supervisory role or team lead capacity.
Personal Competencies
Strong people management skills, with the ability to motivate and develop a team with varied strengths and unique qualities.
Excellent communication and interpersonal skills to effectively interact with team members and clients.
Proven problem-solving and decision-making skills to handle escalated issues and resolve conflicts; consider facts, goals, constraints, and risks.
Process driven thinker who excels at dealing with complex regulatory requirements
Comfortable learning and mastering new technologies to become a guiding star for direct reports in the adoption of change.
Flexibility and adaptability to work in a fast-paced and dynamic environment; can provide leadership in times of uncertainty and constantly changing competitive environments.
Strong organizational and time management skills to prioritize tasks and manage volatile work volumes to meet client expectations.
Ability to think strategically and tactically to achieve the performance metrics and goals established.
All applicants are welcome, and we expressly encourage applicants to apply who identify as women, persons with visible and invisible disabilities (including physical, mental, sensory, learning impairment, etc.), Indigenous Peoples (including First Nations, Metis and Inuit), LGBTQ2S+ and/or racialized persons. At CWB we believe that inclusion has power, and we’re always looking for unique perspectives to add to our teams. We have a culture that thrives on idea-sharing, collaboration, respect, caring and camaraderie. If you have a voice to add to the conversation, we’d love you to apply. All applicants are considered as part of an equitable and fair selection process.
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IND-EH
As an equitable employer, CWB Financial Group is committed to providing a safe and where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require during any part of the recruitment or selection process, please reach out.
Closing Date:
- Position closes at 12:01am on the close date identified below. 03/7/2024
Expected salary
Location
Edmonton, AB
Job date
Sat, 24 Feb 2024 00:07:12 GMT
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