Canadian Western Bank
Job title:
Manager, Branch & Client Support Centre
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 holding true to the values that guide us. We put people first and build relationships with intention. We seek out and embrace new ideas, knowing that better is always possible. We believe that how we do things is as important as what we do. And we harness the power of inclusion. Our culture is who we are and how we show up – as individuals and as a team – to accomplish our strategy.
Roles Specifications
Location: Edmonton, AB
Term Role: 6 Months
On-site requirements. Collaborative connections.
CWB Corporate
Put a new spin on your banking career
The overwhelming majority of our employees say CWB is a Great Place to Work®
We’re different from the big banks in the way we engage our employees – caring, responsive, and armed with an obsession for growing talent. Our reputation is powered by a people first culture that ensures our employees be and feel heard, promotes inclusivity and diverse viewpoints, and inspires collaboration and innovation.
Our employees love CWB. You’ll love it here too.
The opportunity
The Manager, Branch and Client Support Centre is responsible for providing leadership to the Branch & Client Support Centre (BCSC) to proactively create client value by seamlessly interacting with branches and clients to resolve issues, while ensuring the highest level of service is provided to our clients. The Manager will lead up to 7 client-facing direct reports providing expert knowledge and enhancing each client interaction. This role will also provide leadership of the Complaints Handling Office whose responsibility encompasses complaint escalation, investigation and follow up. This role reports to the Sr Manager, Branch & Client Support
Areas of focus
Team Leadership
- Provide ongoing formal and informal coaching/mentorship to BCSC team to develop skills and confidence which translates to the delivery of outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with CWB’s brand promise.
- Drive and monitor the efficiency of the Branch and Client Support Centre through a fully trained and knowledgeable team that completes tasks for branch network and clients.
- Promote cooperation and commitment within the CWB Financial Group towards the attainment of common goals enabling productive group interactions.
Creating Unrivaled Client Experiences
- Ensure the BCSC team provides direct support to the CWB branch network and clients which delivers a “best in class” customer experience.
- Lead operational improvement activities related to increasing capacity, efficiency, and functionality of Cash Management products and Estates, and report the return on investment to our Operational Effectiveness team.
- Proactively identify and monitor support trends and communicate opportunities for improvement to the banking centre network and corporate partners.
- Monitor and report on achievement of Service Level Agreement (SLA) targets; when SLA targets are not met, identify root causes and contribute to creating an appropriate action plan to address them.
Administration
- Ensure proper controls are in place and monitor daily operations to ensure controls are working effectively to mitigate risks associated with the processes executed within the Branch Banking Support team.
- Prepare and regularly review annual goals and career development plan with manager/supervisor.
- Continual learning and development of personal goals to remain current in industry knowledge as well as assist to fulfill the Bank’s and individual’s succession planning goals.
Who we’re looking for & what you’ve done
Education
- Post Secondary degree in a related field, or equivalent professional experience in Cash Management, Estate administration and Commercial Credit and support.
Professional Experience
- 6+ years of banking experience, with at least 4 years of proven experience in mentoring and leadership
- 4+ years experience in a centralized Client Contact/Support Center environment.
- Highly developed client facing and client relationship development skills with the ability to effectively articulate customer value.
- Change management experience with business transformation in addition to a strong understanding of process improvement to achieve optimization.
Personal Competencies
- Client-focused with strong working knowledge of retail banking products and services, commercial lending policies, collateral securities, procedures, laws, rules, regulations, and compliance requirements.
- Strong knowledge of risk assessment, business banking and credit processes.
- Strong leader with demonstrated skills in effective feedback, coaching and delegation.
- Demonstrated ability to engage in and drive multiple initiatives simultaneously with minimal supervision and exercise appropriate judgement as to when issues need to be escalated.
- Creative problem solving and conflict resolution skills, with the ability to diffuse challenging situations and find common ground.
- Solid skills and experience with Microsoft Office applications, specifically Word, Excel, Teams, and PowerPoint.
Why work with us?
Your success is our obsession! And our award-winning culture & benefits back it up.
Proudly recognized by Great Place to Work® in 2023 as one of Canada’s top 50 Best Workplaces & recipient of Waterston Human Capital’s Most Admired Corporate Culture 2023.
Wellness matters. We offer an award-winning benefits package that includes:
- Hybrid work environments
- Everyday flexibility
- Generous company-funded health coverage
- Health care spending account
- A flexible wellness program
- generous time-away options to unplug, rest & recover
Career development. We commit to our employees’ development and help them reach their professional goals with:
- Organization wide coaching services
- Mentorship
- Education support & training programs
Bring your whole self to work. Inclusion is a journey requiring practice & experience to result in a powerful outcome. Your perspective matters & voice will be heard. Find community within the CWB family in our employee represented groups.
#LI-JA1
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. 02/26/2024
Expected salary
Location
Edmonton, AB
Job date
Wed, 14 Feb 2024 06:38:48 GMT
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