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Manager, Financial Services – Contact Centre

November 13 2017
Industries Bank, Insurance, Financial services
Categories Customer Service, Call Centres, Bank - Insurance - Financial services, Financial Information Systems, Bank, Insurance, Financial Services, Call Center manager
Surrey, BC

What's the job?

Are you ready to lead a team of all-stars? And no, we're not talking about the Canucks. We're looking for an outstanding leader to fulfill a diverse role in which change is the norm. As the Manager, Financial Services – Contact Centre, you'll be responsible for the successful operation of the contact centre by leading the Member Banking Specialists in consistently delivering superior member experience in a fast paced environment. You must ensure superior member experience is provided, that high levels of productivity, quality, and morale exist within the department. You will be responsible for achieving sales and efficiency goals through coaching and developing a team of Contact Centre Member Banking Specialists.

Important detail to note:

As the Contact Centre is a seven day operation, flexibility to work shifts of varying hours and days is mandatory.

What will you do every day?

  • Demonstrate commitment by actively contributing support and participation in new Corporate initiatives
  • In conjunction with the Contact Centre Manager, be actively involved in the community to foster the image and reputation of Coast Capital Savings
  • Dynamically and visibly lead the Financial Services, Lending Specialist and Contact Centre
  • Effectively manage performance of the Team by conducting performance evaluations, goal setting, career counseling, training, development, hiring, promotions, salary adjustments, transfers and disciplinary measures
  • Provide a work environment that is supportive of the productivity and morale of staff
  • Maintain effective Human Resources practices within the Team
  • Manage Contact Centre operations in absence of Contact Centre Manager
  • Consistently achieve and strive to exceed mutually agreed-upon operational and financial objectives for the Banking Team
  • Assist with the development of contact centre business plans, operating plans and contact centre budgeting
  • Effectively manage controllable expenses
  • Manage within approved FTE complement
  • Through effective coaching of staff market all relevant credit union products and services to existing and perspective members where appropriate on a consultative basis in order to achieve business unit targets.
  • Manage the delivery of superior member experience and financial well-being.
  • Fulfillment and distribution initiatives to achieve Team and Corporate targets such as customer satisfaction and growth objectives
  • Manage the relationship building process to ensure a consistent image in service delivery both externally to attract new members and internally to retain and build on previously established relationships

Who are we looking for?

While we don't need mathematical geniuses, we do need leadership super stars. We need leaders who understand the importance of "leading from the front" where you bring business strategy to life, shifting the words on a page to an engaging call to action.

  • Proficient knowledge of Banking industry and banking technology.
  • Solid understanding of reporting and analytics.
  • Proficient in MS Office and Contact Centre equipment/software programs.
  • Knowledge and experience of the various Contact Centre channels.
  • Certified Call Centre Manager or equivalent qualification is a plus. 
  • Proven experience as call center manager or similar position.
  • Successful leadership in a sales environment.
  • Ability to effectively motivate and supervise employees.
  • Ability to effectively multi-task and prioritize.
  • Strong organizational and leadership skills with problem solving ability.
  • Outstanding communication and interpersonal skills.
  • Ability to deal effectively and promptly with member complaints.

Why join Coast Capital Savings?

We don't mean to toot our own horn, but…

  • We improve Canadians' financial well-being through providing simple financial help.
  • Employees do what's best for our members. Every day.
  • We believe in being a great corporate citizen so we invest in our local communities by donating our time, money and expertise.
  • Our employees take advantage of the many opportunities to grow their careers.
  • Employees love having a cool place to work, which includes wearing their jeans on Fridays & Saturdays and being recognized with a virtual (and, at times, an actual) high-five.
  • Our inspiring leaders help our employees develop their talents and encourage them to be their fabulous selves.
  • We have a unique culture where we take our business seriously, but ourselves, not so much.
  • In 2017, we earned double kudos by being named one of BC's Top Employers and one of Canada's Best Managed Companies – two of the nation's most coveted business awards, may we add.

Does this position inspire you?  If so, apply on-line today at Coast Capital Savings. 

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