Senior Director, Client Experience & Commercial Support

National Bank of Canada; Edmonton; On-site; CAD 180,000 - 280,000; Full time

Benefits offered by this job

Health and wellness program

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and family assistance program

Preferential banking services

Involvement in community initiatives

Telemedicine service

Virtual sleep clinic

Job summary

National Bank of Canada seeks a Senior Director, Client Experience & Commercial Support (Alberta & Prairies) to lead a team delivering outstanding client experience for Commercial Banking clients in Western Canada. You will evolve capabilities, align with regional leaders, and drive efficient, client-focused practices.

You will mentor frontline leaders, manage performance and partner with operations, business partners, and transformation teams to deliver strategic outcomes while maintaining a

Qualifications

• Hold a bachelor’s degree in a related field or equivalent experience in Commercial Banking, operations, or organizational transformation.
• Have significant experience leading, managing, or mobilizing teams and stakeholders.
• Demonstrate a strong understanding of Commercial Banking clients, business partner needs, and operational realities.
• Have experience in performance management, operational efficiency, and continuous improvement.
• Have experience contributing to strategic initiatives, transformation projects, or practice evolution.
• Strong communication, collaboration, influence and stakeholder alignment skills.
• Be able to manage multiple priorities in a fast-changing environment.

Responsibilities

• Lead and develop a team of Account Representatives dedicated to delivering an exceptional client experience and commercial support for Commercial Banking clients across Alberta and the Prairies.
• Provide strategic leadership for the practice by evolving capabilities, roles, and ways of working to meet the current and future needs of Commercial Banking clients.
• Support and coach frontline leaders in team leadership, talent development, employee engagement, and the achievement of business and operational objectives.
• Be accountable for the overall performance of the team, ensuring results related to client experience, service quality, operational efficiency, employee engagement, and business outcomes.
• Champion a high-quality, efficient, and client-focused support model that enhances the experience of Commercial Banking clients and partners.
• Drive the evolution of the client experience and commercial support model by identifying opportunities to simplify processes, improve efficiency, and strengthen service delivery.
• Ensure alignment of priorities, initiatives, and best practices with regional Performance & Support leaders to promote a consistent and seamless experience across regions.
• Partner closely with frontline teams, business partners, operations, and transformation teams to execute strategic priorities and deliver meaningful business outcomes.
• Foster a culture of collaboration, accountability, innovation, continuous improvement, and operational excellence.
• Act as a key contributor to the evolution of the Commercial Banking support practice, helping shape future capabilities and positioning the team for long‑term success.

Skills

Leadership

Stakeholder alignment

Strategic thinking

Communication

Change management

Problem solving

Education

Bachelor’s degree in related field

Job description

A career as a Senior Director, Client Experience & Commercial Support (Alberta & Prairies) within the Client Experience and Commercial Client Support team at National Bank means acting as a strategic leader responsible for evolving the support model and client experience for Commercial Banking clients across Western Canada.

In this role, you will combine strategic leadership, team performance, operational execution, and practice evolution to deliver a consistent, efficient, and client‑focused experience. You will work closely with regional leaders, frontline teams, business partners, operations, and transformation teams to strengthen alignment, simplify ways of working, and position the team for long-term success.

Responsibilities

• Lead and develop a team of Account Representatives dedicated to delivering an exceptional client experience and commercial support for Commercial Banking clients across Alberta and the Prairies.
• Provide strategic leadership for the practice by evolving capabilities, roles, and ways of working to meet the current and future needs of Commercial Banking clients.
• Support and coach frontline leaders in team leadership, talent development, employee engagement, and the achievement of business and operational objectives.
• Be accountable for the overall performance of the team, ensuring results related to client experience, service quality, operational efficiency, employee engagement, and business outcomes.
• Champion a high‑quality, efficient, and client‑focused support model that enhances the experience of Commercial Banking clients and partners.
• Drive the evolution of the client experience and commercial support model by identifying opportunities to simplify processes, improve efficiency, and strengthen service delivery.
• Ensure alignment of priorities, initiatives, and best practices with regional Performance & Support leaders to promote a consistent and seamless experience across regions.
• Partner closely with frontline teams, business partners, operations, and transformation teams to execute strategic priorities and deliver meaningful business outcomes.
• Foster a culture of collaboration, accountability, innovation, continuous improvement, and operational excellence.
• Act as a key contributor to the evolution of the Commercial Banking support practice, helping shape future capabilities and positioning the team for long‑term success.

Your team

Within the Client Experience and Commercial Client Support sector, you will be part of a highly engaged team working closely with regional leaders, business partners, and frontline teams. You will report to the Senior Director of the sector. Our team stands out through its ability to transform ways of working, simplify processes, and place clients at the centre of every decision. We strive to provide maximum flexibility to support your quality of life through a hybrid work environment and a flexible, adaptable schedule.

The Bank values continuous development and internal mobility. Our personalized training programs, based on learning through action, help you master your role and develop new areas of expertise. Resources such as the Data Academy, language training, the Harvard Learning Center, as well as coaching and mentoring opportunities, are available to you at all times.

Prerequisites

• Hold a bachelor’s degree in a related field or equivalent experience in Commercial Banking, operations, or organizational transformation.
• Have significant experience leading, managing, or mobilizing teams and stakeholders.
• Demonstrate a strong understanding of Commercial Banking clients, business partner needs, and operational realities.
• Have experience in performance management, operational efficiency, and continuous improvement.
• Have experience contributing to strategic initiatives, transformation projects, or practice evolution.
• Strong communication, collaboration, influence and stakeholder alignment skills.
• Be able to manage multiple priorities in a fast‑changing environment.

Languages: English

Required skills: Client-focused, Critical Thinking, Decision Making, Diversity & Inclusion, Emotional Intelligence, Learning Agility, Managerial Courage, Mobilization, Partner Development, Problem Solving, Resiliency, Risk Management, Strategy Execution, Stress Management

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 such as:

• 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
• Involvement in community initiatives
• Telemedicine service
• Virtual sleep clinic

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 value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.

Making a bold move in a people‑first environment

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 people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier‑free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates! What can you bring to our team?

Join us!