Director - Remote Advisory Center (Hybrid)

National Bank; Edmonton; Remote; CAD 90,000 - 130,000; Full time

Job summary

Join a leading financial institution as a Director at the Customer Experience Center, where you will lead a team of advisors to enhance client satisfaction and drive business growth. This role combines strategic leadership with hands-on management in a dynamic environment, offering opportunities for professional development and community engagement.

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 of experience in team management, coaching, or business development.
• At least two years as a Mutual Funds Representative (MFR).
• Responsibility for compliance as a BCO or willingness to become one.

Responsibilities

• Achieve financial goals by guiding your team in expected behaviors.
• Provide personalized coaching to develop advisors' skills.
• Manage daily operations effectively in the call center.

Skills

Critical Thinking

Emotional Intelligence

Problem Solving

Risk Management

Client-focused Decision Making

Education

Bachelor's degree

Master's degree

College diploma

Job description

Attendance Hybrid Job number 26217 Category Manager Status: Permanent Type of Contract: Permanent Schedule: Full-Time Location: Edmonton, Alberta Area of Interest: Advisory services, Call centres

Overview:

A career at the National Bank offers the opportunity to have 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 diverse client needs while ensuring a superior customer experience. You will foster a motivating environment that promotes customer service and professional growth, leveraging your coaching experience, passion for service, innovative spirit, and agility.

Your Role:

1. Achieve financial goals by guiding your team in expected behaviors and business development activities.
2. Provide personalized coaching to develop advisors' skills and support their careers.
3. Mobilize employees to reach customer acquisition, retention, and loyalty targets, fostering a customer and employee-centric culture.
4. Manage daily operations effectively by being a hands-on leader in the call center.
5. Implement actions to ensure exceptional customer experiences.
6. Participate in missions or projects as an expert.
7. Engage with internal and external partners to develop and enhance partnerships.
8. Ensure team compliance with engagement rules, customer segmentation, transaction execution, risk management, regulatory, and operational procedures.
9. Serve as the Compliance Officer (BCO) supervising mutual fund representatives.

Your Team:

You will report to senior management of the Remote Advisory and Services Center and collaborate daily with leaders, advisors, agents, and partners. Our team values passion and bold ideas, fostering a supportive environment focused on helping clients and colleagues alike. This in-person call center management role offers a daytime schedule with occasional evening shifts, providing the benefits of a large organization, a vast territory, flexible working conditions, and opportunities to contribute to the community.

Required Skills:

1. 5-10 years of experience in team management, coaching, or business development within the financial sector.
2. Relevant educational background: College diploma with 8-10 years of experience, bachelor's degree with 5-7 years, or master's degree with 5 years.
3. At least two years as a Mutual Funds Representative (MFR).
4. Responsibility for compliance as a BCO or willingness to become one within 3-6 months of hiring.

Desired Skills:

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

Core 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.

Benefits:

• Health and wellness programs
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Community involvement opportunities
• Virtual sleep clinic

Our work environment is dynamic, with modern collaboration tools and a commitment to accessibility and inclusion. We welcome all candidates and are committed to providing accommodations during the recruitment process. Join us and live your ambitions!