Director - Remote Advisory Center

Banque Nationale du Canada; Edmonton; Remote; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Director for their Customer Experience Center. In this pivotal role, you will lead a team of advisors dedicated to enhancing client satisfaction and driving business growth. Your innovative spirit and coaching expertise will create a motivating environment that fosters professional development. With a focus on compliance and operational excellence, you will engage with partners to enhance service delivery. This role offers a supportive atmosphere with opportunities for mentorship and career advancement, making it an exciting opportunity for those passionate about customer service and team leadership.

Benefits

Health and wellness programs

Employee share ownership

Assistance programs

Community initiatives

Qualifications

• 5-10 years of experience in team management and coaching.
• Minimum two years as a Mutual Funds Representative.

Responsibilities

• Guide team on financial contribution goals and business development.
• Provide personalized coaching to develop advisors' skills.

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 clients' diverse needs while ensuring a superior and efficient customer experience. You will create a motivating environment that promotes customer service and professional growth, leveraging your coaching experience, passion for customer service, innovative spirit, and agility 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 career growth.
3. Mobilize employees to reach customer acquisition, retention, and loyalty targets, fostering a culture focused on clients and employee experience.
4. Oversee daily operations by actively participating in call center activities.
5. Implement actions to ensure exceptional customer experiences.
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 regarding customer segmentation, transactions, risk management, regulatory compliance, and operational procedures.
9. Serve as the Compliance Officer (BCO) supervising mutual fund representatives (MFR).

Your Team:

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

Required Skills:

1. 5-10 years of experience in team management, coaching, or business development in the financial sector.
2. College diploma with 8-10 years of experience, or a bachelor’s degree with 5-7 years, or a master’s degree with 5 years of experience, depending on the level of the position.
3. Minimum two years as a Mutual Funds Representative (MFR).
4. Responsibility for compliance of the administrative unit (BCO) or willingness to become one within 3-6 months of hiring.

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, Partner Development, Resiliency, Strategy Execution, Managerial Courage

In addition to competitive compensation, we offer a range of flexible benefits including health and wellness programs, employee share ownership, assistance programs, banking services, community initiatives, and more to support your wellbeing and that of your family.

Our work environment fosters collaboration, innovation, and employee feedback to ensure a positive experience. We are committed to accessibility and inclusivity, welcoming all candidates and providing accommodations during the recruitment process.

Why work at National Bank?

Supportive Environment for Your Career

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

Inclusive and Diverse Workplace

We celebrate and value each person’s unique qualities, promoting an inclusive environment where everyone can thrive.

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