Director - Remote Advisory Center

Banque Nationale du Canada; Edmonton; Remote; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking bank as a Director in the Customer Experience Center, where your leadership will shape a team dedicated to exceptional client service. This role offers the chance to foster a motivating environment while achieving financial goals and enhancing customer satisfaction. Collaborate with internal and external partners to innovate and develop effective strategies. With a focus on professional growth, you'll benefit from a supportive culture that values diversity and inclusion. Embrace the opportunity to make a positive impact in the community and drive your career forward in a dynamic workplace.

Benefits

Health and wellness programs

Employee Share Ownership Plan

Employee and Family Assistance Program

Preferential banking services

Community involvement opportunities

Virtual sleep clinic

Qualifications

• 5-10 years in team management or business development in finance.
• Experience as a Mutual Funds Representative (MFR) required.

Responsibilities

• Lead a team to meet customer experience goals.
• Ensure compliance with regulations and operational procedures.

Skills

Critical Thinking

Emotional Intelligence

Problem Solving

Risk Management

Client-focused Decision Making

Learning Agility

Managerial Courage

Education

College diploma

Bachelor’s degree

Master’s degree

Job description

Area of Interest: Advisory services, Call centres

A career at the National Bank means having a direct impact on our clients. As a Director at the Customer Experience Center in the Remote Advisory Center sector, you will lead a team of advisors dedicated to meeting our clients' diverse needs while ensuring a superior and efficient customer experience. You will foster a motivating environment that promotes customer service and professional development. Your coaching experience, passion for customer service, innovative spirit, and agility will enable you to be a hands-on leader.

Your Role:

1. Achieve financial contribution goals by guiding your team on expected behaviors and business development activities.
2. Provide personalized coaching to develop advisors' skills and support their professional growth.
3. Mobilize employees to meet customer acquisition, retention, and loyalty objectives, fostering a culture centered on clients and employee experience.
4. Oversee daily operations as a hands-on leader within the call center.
5. Implement actions to ensure an exceptional customer experience.
6. Participate as an expert in missions or projects.
7. Engage with internal and external partners to develop and enhance partnership models.
8. Ensure team compliance with engagement rules related to customer segmentation, transactions, risk management, regulatory requirements, and operational procedures.
9. Act as the Compliance Officer of the Business Unit (BCO), supervising mutual fund representatives (MFR).

Your Team:

This role reports to senior management of the Remote Advisory and Services Center and involves daily collaboration with leaders, advisors, agents, partners, and experts. Our team values passion and bold ideas, promoting knowledge sharing and mutual support. The position is in-person at the office, with a daytime schedule and occasional evening shifts. You will benefit from the resources of a large organization, a vast territory, flexible working conditions, and opportunities to contribute to community development.

Required Skills:

1. Five to ten years of experience in team management, coaching, or business development within the financial sector.
2. Educational qualifications vary: College diploma with 8-10 years of experience, industry-related bachelor’s degree with 5-7 years, or master’s degree with 5 years of experience.
3. Minimum two years as a Mutual Funds Representative (MFR).
4. Responsibility for compliance as a BCO or willingness to become one within 3-6 months.

Desired Skills:

• Experience managing customer service and business development teams.
• Knowledge of customer contact center operations in the financial industry.

Skills:

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

Additional benefits include health and wellness programs, Employee Share Ownership Plan, Employee and Family Assistance Program, preferential banking services, community involvement opportunities, and a virtual sleep clinic. Our work environment promotes collaboration, feedback, and innovation, supporting your career growth and work-life balance.

Our Values and Culture:

We are a human-scale bank known for courage, entrepreneurship, and passion for people. Our mission is to positively impact lives through partnership, agility, empowerment, and inclusivity. We are committed to accessibility and welcome all candidates. We strive to create a supportive environment where everyone’s unique qualities are valued.

Why work at National Bank?

Career Development:

Opportunities for growth include training, mentorship, internal career days, and leadership forums.

Inclusive Environment:

We celebrate diversity and welcome all candidates. Join us to build your career in a supportive, inclusive setting.

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