Manager, Customer Care Team - EN 936

Export Development Canada | Exportation et développement Canada; Ottawa; Hybrid; CAD 112,000 - 149,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work options

3–4 weeks vacation

Corporate closure period

Summer early Fridays

No meeting Fridays

Wellness programs

Volunteer opportunities

Job summary

Export Development Canada (EDC) is seeking a Manager, Customer Care Team to lead the bilingual customer support function in a hybrid work environment, based in Ottawa or across its hubs in Toronto or Montreal.

You will drive service delivery, implement workforce planning, and use data to improve customer and employee outcomes while guiding transformation of digital self-service and cross-functional collaboration.

Qualifications

• Undergraduate degree in business, finance, economics or related field.
• At least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial-services operation.
• Strong command of queue and service-level management, capacity planning, quality assurance, escalations and operational performance.
• Experience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation or continuous improvement.
• Demonstrated success using data to improve customer and employee outcomes, productivity and efficiency while maintaining quality, risk and compliance standards.
• Strong change leadership, communication and cross-functional influence, with the courage and adaptability to lead through ambiguity.
• Bilingual in English and French.

Responsibilities

• Lead the Customer Care Team and its day-to-day service delivery.
• Apply workforce-management best practices to forecast, schedule, capacity, queues and service levels.
• Improve customer satisfaction and first-contact resolution while reducing effort.
• Advance a digital-first, human-enabled model with self-service and automation.
• Use data to identify issues, set priorities and improve performance.
• Collaborate with stakeholder teams to resolve complex issues and improve end-to-end service.
• Lead change with clarity and deliver business plans and KPI commitments.
• Occasional leadership support outside regular hours.

Skills

Queue & service-level management

Capacity planning

Quality assurance

Escalations

Operational performance

Digital transformation

Data-driven decision making

Change leadership

Cross-functional collaboration

Bilingual English/French

Education

Undergraduate degree in business, finance, economics or related field

Tools

Genesys

ServiceNow

Salesforce

Job description

Application deadline: November 16th, 2026 at 12:00PM ET

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position: Manager, Customer Care Team

Employment Type:Permanent

Compensation Details:

• Mgr Customer Care 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week.
• This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, or Montreal.
• Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

• Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
• Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays.
• Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
• Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
• Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
• Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

Team Overview:

The Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey, including digital and portal navigation, policy administration, credit, billing, claims support, onboarding and general product and service inquiries. The team is part of EDC's Inbound Sales & Service, Small Business and Inclusive Trade group and works across business lines to make it easier and faster for customers and partners to obtain the right help at the right time.

The team is entering an important next stage of its evolution. We are strengthening a digital-first, human-enabled service model that improves first-contact resolution, builds customer loyalty, supports self-service adoption and scales through skills-based routing, standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build expertise and grow their careers.

What you will be doing:

Reporting to the Director, Inbound Sales & Service, Small Business and Inclusive Trade, you will lead the Customer Care Team and its day-to-day service delivery while helping transform how EDC delivers inbound support and sales. You will balance customer experience, employee experience and operational performance, using data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service across the broader group.

• Lead, coach and develop a bilingual, customer care team, building accountability, engagement and a strong talent pipeline.
• Apply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality and business continuity.
• Improve customer satisfaction, loyalty and first-contact resolution while reducing customer effort and avoidable hand-offs.
• Advance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation and AI-enabled capabilities.
• Use customer, operational and employee data to identify issues, set priorities and improve performance.
• Build strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service.
• Standardize work, strengthen controls and remove root causes of rework and inefficiency across the broader group.
• Lead change with clarity, build cross-functional alignment and deliver business plans and KPI commitments.
• Occasional leadership support outside regular business hours may be required.

What we are looking for:

• Undergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience.
• At least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial-services operation.
• Strong command of queue and service-level management, capacity planning, quality assurance, escalations and operational performance.
• Experience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation or continuous improvement.
• Demonstrated success using data to improve customer and employee outcomes, productivity and efficiency while maintaining quality, risk and compliance standards.
• Strong change leadership, communication and cross-functional influence, with the courage and adaptability to lead through ambiguity.
• Bilingual in both official languages (English and French)

What will make you stand out:

• Leadership experience in a high-volume service environment such as a contact centre, advice centre or virtual banking team within a financial institution, including performance coaching, talent development and employee engagement.
• A record of measurable gains in customer satisfaction, first-contact resolution, digital adoption, service levels, employee engagement, retention or cost-to-serve.
• Experience with Genesys, ServiceNow, Salesforce or comparable CRM, telephony, workforce, quality, knowledge-management and analytics platforms.
• Experience supporting business customers within insurance or lending industries.

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

Student Program Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizen, Permanent Residents or Work Permit). Candidates must meet the requisite government security screening requirements.The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

Want to learn more about EDC? Check our website at https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at [e-mail]. We are here to support you every step of the way.

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