Manager, Customer Service Channels

EQ Bank | Canada's Challenger Bank; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Bonus

RRSP match program

Medical, dental, vision, life, and dis

Employee Share Purchase Plan

Parental top-up

Generous vacation and personal days

Professional development

Job summary

EQ Bank is seeking an experienced leader to own the strategy and delivery of chatbot, IVR, and AI initiatives within its customer-contact platforms. You will collaborate with IT, Operations, Customer Service, and Product teams to drive high-impact projects, implement AI improvements, and optimize self-service interactions.

Bring 3+ years in chatbot/IVR management, 2+ years with major AI platforms, and a track record of deploying AI in regulated financial services.

Qualifications

• 3+ years in Chatbot or IVR management.
• 2+ years with Conversational AI platforms (Ada, Dialogflow, Salesforce, Genesys, Nice, Five9, Amazon Connect).
• Data analysis experience with data-driven problem solving.
• Experience deploying and optimizing AI solutions in a contact center.
• Financial services or regulated environment experience.
• Team leadership and people management.

Responsibilities

• Lead IVR, chatbot, and AI projects from ideation to deployment.
• Drive enhancements to self-service options and conversational flows.
• Analyze UX and optimize AI conversations, prompts, and playbooks.
• Monitor performance metrics and generate reports for stakeholders.
• Engage vendors and internal partners to optimize platforms and service quality.
• Ensure compliance and robust testing for AI channels.

Skills

Chatbot management

IVR management

AI platforms

Data analysis

Project leadership

Education

Bachelor's degree in Management/BA/CS

Tools

Ada

Google Dialogflow

Salesforce

Genesys

Nice

Five9

Amazon Connect

Job description

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What’s kept us moving?

The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can't wait to get to know you!

The Work

This role delivers a seamless, user-friendly, and intelligent customer experience while aligning with organizational goals. You will work cross-functionally with IT, Operations, Customer Service, and Product teams to drive strategic enhancements, work with key vendors, and execute high-impact projects that transform our Chatbot and IVR Channels.

Core Reponsiblities

• IVR, Digital and Voice Conversational AI Management:Execute the long-term strategy for IVR and Chatbot systems and integrated AI solutions to enhance self-service options, personalize interactions, and drive operational efficiency.
• Project Delivery:Participate and lead Chatbot, IVR and AI projects/enhancements from ideation to deployment, including system upgrades, AI model enhancements, redesigns of existing flows, and new feature implementations.
• User Experience Optimization:Continuously analyze and optimize the AI conversations, prompts and playbooks for ease of use, efficiency, and improved customer satisfaction and containment.
• Analytics & Reporting:Monitor Chatbot, IVR and AI performance metrics, mine data for customer behaviour insights (including NLU accuracy, intent trends), and generate actionable reports for stakeholders.
• Vendor & Stakeholder Engagement:Engage with Chatbot, IVR and AI technology vendors, consultants, and internal partners to ensure service quality, platform optimization.
• Quality Assurance:Implement robust testing frameworks for both Chatbot, IVR and Conversational AI solutions to maintain optimal system performance, minimize downtime, and ensure conversational accuracy.
• Compliance:Ensure the Chatbot, IVR and AI platforms meet all regulatory, security, and accessibility standards and monthly / quarterly / annual controls.
• Team Leadership and Development:Lead, coach and give direction to direct reports.

Let’s Talk About You

Education:

• Bachelor of Management, BA, Business Degree, Computer Science

Experience:

• [3+] years of experience in Chatbot or IVR Management, development, and administration.
• [2+] years of hands-on experience with Conversational AI platforms, NLU model training, and virtual agent development (e.g., Ada, Google Dialogflow, Salesforce, Genesys, Nice, Five9, Amazon Connect).
• Data Analysis, experience finding problems and solutions with data
• Proven experience in deploying and optimizing AI solutions within a contact center environment.
• Financial services or regulated environment experience
• Team Leadership and People Management

Technical Skills:

• Strong proficiency with at least one major conversational AI platform
• Strong proficiency with at least one major IVR platform
• Expertise in NLU model building, intent/entity definition, and utterance management.
• Proficiency in data analysis tools (e.g., SQL, Excel, Tableau, Power BI).
• Familiarity with API integrations (REST/SOAP) and webhooks.

Soft Skills:

• Exceptional analytical and problem-solving abilities with a data-driven approach.
• Excellent written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• A strong customer-centric mindset and passion for improving user experiences.
• Ability to work independently and collaboratively within a team.

What we offer [For full-time permanent roles]

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country’s seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada’s Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.