Managing Director, Client Service

Socket.dev; Calgary; Hybrid; CAD 150,000 - 230,000; Full time

Job summary

ATB Financial in Calgary is seeking a Managing Director of Client Services to lead the Client Care organization, reporting to the VP of Client Care and guiding a multi-disciplinary team of 200+ members.

You will drive operational excellence, align client experiences with strategic goals, and shape the future of client service delivery across lines of business.

Qualifications

• Bachelor’s degree in Business, Management, or related field.
• MBA (asset).
• 10+ years of senior leadership experience in large-scale financial services contact centers or retail banking operations.
• Leadership mastery and proven ability to lead in a matrix organization.
• Deep domain knowledge of Canadian retail banking and client service metrics.
• Strategic execution and ability to deliver measurable results.

Responsibilities

• Lead a team of Senior Managers to transform banking and achieve world-class contact center.
• Integrate understanding of client needs with frontline execution to deliver consistent, excellent customer experiences.
• Manage the Client Services budget and plans in collaboration with the MD, Workforce Solutions.
• Collaborate with cross-functional leaders to translate strategy into frontline actions.

Job description

At ATB, we exist to make it possible for our clients, team members and communities. Our purpose is more than aspirational. It's a real commitment we live every day through our values (what we call the ATB ID).

Life at ATB is about more than work. In fact, we’re consistently recognized as one of Canada's top employers thanks to our high-care, high-performance culture, upheld by the three commitments we make to our team members:

Impact in action: No matter where you are in the organization, you're empowered to make an impact in the lives of our clients and communities.

Thrive together: We want you—the unique, authentic you—to feel safe and celebrated at work. We're on a continuous journey to build the most flexible and inclusive programs.

Ready for tomorrow: We want to enable your success through interesting and challenging work, performance enablement, and learning and development.

Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready to deliver impactful leadership every day.

About the Role

As the Managing Director of Client Services, you are the leader of the "People Engine" for Client Care. Reporting to the VP of Client Care, you are a key member of the Client Care Senior Leadership Team, responsible for the leadership, operations, and strategic direction of a multi-disciplinary service organization of over 200+ team members.

You lead a team of three Senior Managers to transform banking and achieve our goal of being a world-class contact center. You are responsible for integrating an intimate understanding of client needs with orchestrating frontline execution to support consistent, amazing customer experiences across all lines of business.

Characteristics:

• Visionary People Leader: You build high-performing, motivated teams, modeling leadership behavior by example and developing the leaders you manage.
• Operational Excellence Strategist: You meaningfully shape the client experience by leveraging data and forecasting needs to ensure excellence is achieved proactively.
• Customer Obsessed: You integrate an intimate understanding of customer needs, wants, and desires to orchestrate a system of consistent, world-class service.
• Strategic Integrator: You connect work streams across Client Services and the wider organization to ensure efficiency and alignment in execution.
• Change Champion: You are a proven leader of organizational change, shaping the agenda and priorities in and beyond your own domain.

Accountabilities

Leader DNA: Professional Leadership Practice

• Model the Way: Lead authentically by leveraging "My DNA" to inspire purpose greater than self, acting as an enterprise-wide job model for excellence and integrity.
• Nurture Talent (Advanced Level): Elevate leadership across the department by coaching Senior Leaders to peak performance and proactively attracting and retaining top-tier talent at ATB.
• Drive Impact: Navigate and overcome enterprise roadblocks to achieve departmental and organizational goals.

Frontline Operations and Service Strategy

• Service Delivery Oversight: Provide best-in-class contact center operations that deliver a consistent service experience across Service, Business, and EBC queues.
• Performance Governance: Steer the vision, prioritize efforts, and set goals for the Senior Managers to consistently achieve core KPIs.
• Strategic Planning: Collaborate on strategic planning to achieve business goals, ensuring operational excellence becomes inherent across the "People Engine".
• Financial Stewardship: Manage the budget and plans for the Client Services portfolio, ensuring prudent expense and FTE management in collaboration with MD, Workforce Solutions.

Experience Flywheel and Capability Integration

• Strategic Partnership: Collaborate with the MD of Strategy & Enablement and the MD of Workforce Solutions to translate the technical roadmap into frontline action.
• Quality and Standards: Partner with the Director of Experience Enablement to ensure the "Experience Flywheel" (Recruitment, Academy, QA) is effectively upskilling the frontline.
• Capability Expansion: Lead the strategic expansion of service capabilities, identify and pilot innovative client engagement models, to take on new work for enhanced value.

Team Member Excellence and Culture

• Leadership Development: Nurture senior and top talent and coach managers to peak performance, ensuring team leaders are effective managers.
• Coaching Excellence: Coaches and enables team leaders to become more effective managers, fostering a culture of ownership and accountability.
• Engagement and Retention: Foster a culture of recognition, creativity, and empowerment to make ATB "The Place to Work," targeting high CHI scores and low voluntary turnover.
• Inclusive Excellence: Model inclusive recruiting practices to build a workforce reflective of the diverse communities ATB serves.

Knowledge, Skills and Experience

• Education: Bachelor’s degree in Business, Management, or a related field. An MBA, Graduate degree or Professional Designation is considered a strong asset.
• Experience: 10+ years of senior leadership experience, specifically leading large-scale financial services contact centers or retail banking operations.
• Leadership Mastery: Proven track record of successful management in complex, matrix organizations, with the ability to lead through multiple layers of leadership.
• Domain Expertise: Deep understanding of Canadian retail banking, customer lifecycle management, and contact center metrics.
• Strategic Execution: Proven ability to deliver measurable results and drive large-scale organizational change initiatives.

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.

We encourage candidates from all work backgrounds, equity-seeking communities and experience levels to apply.

We’re dedicated to building a workforce reflective of those within our communities, and a culture where our team members are equipped with what they need to succeed—their way. Part of creating an inclusive workplace is recognizing our role in advancing Truth and Reconciliation. We are committed to meeting and exceeding the standards set out in the Partnership Accreditation in Indigenous Relations program created by the Canadian Council for Aboriginal Business.