Manager, Customer Service
Top Benefits
About the role
As part of the Client Experience Leadership team, you are accountable for the day-to-day performance of work, oversight, and monitoring of the workflow of the Customer Service team. Modeling our corporate values, the Manager will provide mentorship and direction with a focus on process improvement, empowering performance to create and foster a team of highly engaged employees, and continually strive to improve customer experience, while sustaining overall operational efficiency and effectiveness.
The Manager Customer Service provides day-to-day management of the Customer Service Team, and will oversee the delivery of customer service to both front-end and back-end clients such as brokers, vendors, account managers, other peers, and lessees as end-users. Drives continual review and improvement to enhance overall sales and customer support to meet and exceed SLA’s.
The Manager will also play a key role in supporting the Operations and Sales Leaders coordinating the regular Customer Service activities and incentives, dealing with call escalations and complaints as well as monitoring various oversight reports to ensure that the team is working effectively.
The Manager is responsible for new hire training, ongoing coaching/mentoring/evaluation for the team members, participating in team and cross-functional initiatives. As part of the escalation process it will be their responsibility to address any gaps in process, solve the issue and look for way to prevent a similar issue in the future.
Key Responsibilities:
Lead the delivery of customer service and the promotion fee-generating income processes by:
- Developing a clear understanding of the Customer Service's financial and non-financial goals
- Demonstrating the expected service level standards during customer interactions
- Motivating the team to understand opportunities for and seek fee-generating income through activities related to the End of Term asset disposal processes, lease add-on proposals, trade-ups, and the purchase of insurance.
- Planning and leading service meetings, service coaching sessions and service skill building sessions
- Monitoring recorded customer concerns and resolving escalated concerns and issues
- Authorizing end of term disposals for exceptions outside of guidelines
- Provides day-to-day leadership, coaching, and guidance to team members
- Manages day-to-day workload across team, including queue oversight to ensure SLAs are met
- Establish team metrics and monitor the group with respect to those metrics
- Review and report on monthly progress within the group and provide management reporting
- Develop/manage a resourcing plan and strategy based on business changes to continually be able to meet objectives and drive revenue
- Identify opportunities to evolve service model based on review of customer experience and business metrics
Meridian Contact Centre Relationship:
- Develop and maintain strong working relationship with Meridian Contact Centre leadership as they are responsible for receiving, triaging and completing simple client inquiries and ticketing on CS Portal for more complex matters
- Establish training and reference documents to ensure the Meridian Contact Centre reps provide a high-level of service expected from our industry clients
- Provide feedback and follow-up on any service issues, process issues, or concerns to ensure continuous improvement
Manage the quality and efficiency of Customer Service operations by:
- Delegating and ensuring workloads are completed per designated monthly accounting schedules, and meet legal timelines for replying to external requests
- Ensuring Customer Service procedures and policies are current and effective
- Monitoring the interaction and commitments with departments interacting with Customer Service Representatives
- Monitoring and acting on deficiencies with Customer Service templates, forms
- Timely escalation of issues/obstacles/trends to direct supervisor
Support compliance with regulatory guidelines by:
- Ensuring Customer Service team compliance to leasing non-disclosure, front face adherence to the lessee per Broker agreements, and to Right of Refusal for vendors
- Adhering to and ensuring team members' compliance with Know Your Customer requirements
- Verifying pre-rewrite of all equipment swap/stolen/or lost asset conditions are met
- Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Compliance Officer and/or applicable supervisor as appropriate.
Review and Improvement of overall Customer Service Metrics:
- Develop and maintain Customer Service training materials and ensure that policies and procedures are updated regularly
- Identify process improvement opportunities, with a focus on streamlining and the elimination of unnecessary steps to maximize efficiency and improve results
- Effectively implements strategies, ensuring expectations and objectives are aligned with operations team and MOCC strategic priorities
- Reviews processes, implements improvements by creating opportunities, and establishes service and performance standards to increase productivity and customer service excellence
- Responsible for identifying and supporting the development of tools and information resources to meet the needs of the team and our corporate partners
- Continuously search for new and better ways to process work that will enhance the client experience and reduce the costs of providing the service or transactions
Lead and develop the Customer Service team by:
- Develops, mentors, and manages team including selection, training, coaching performance management and all other people practices
- Manages the team performance assessment process. Review’s performance assessment feedback and conducts regular meetings with direct reports
- Coaches and develops team through regular discussions using tools such as metrics, company values, quality monitoring, customer, and peer feedback
- Provides career planning advice to team and creates development plans to help employees achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning
- Effectively identifies and manages performance concern; resolving issues impacting team dynamic and effectiveness; collaborates with leader and HRBP
- Establishing and monitoring goals for direct reports
- Creates and manage team resourcing strategy to ensure that team has talent/capacity to meet objectives, SLA’s and changes/opportunities within the business environment
Knowledge, Skills, and Abilities:
- Bachelor's degree in business, marketing, or related area or equivalent work experience.
- Minimum five (5) years of experience in the customer service field.
- Demonstrated experience of a commitment to service excellence and the achievement of results.
- Industry Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect and brokered financing. Subject matter expert in equipment finance lending security.
- Experience in leasing/finance a strong asset and customer service experience with a demonstrated record to the commitment of service excellence and the achievement of results is required
- Solid knowledge of OneCap products, procedures, and business practices.
- Proven ability to lead, motivate and coach employees for performance achievement.
- Innovative Problem Solver -Demonstrates innovative and creative approaches to solving difficult challenges and seizing process improvement opportunities
- Collaborates cross functionally to resolve issues, enhance process and drive efficiencies based
- Flexibility to work longer hours on short notice as business demands.
- Proficient in major Windows based PC software packages including work processing (Microsoft Word) and spreadsheet (Microsoft Excel).
Salary Range: CAD $79,000 – $94,500 annually
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto or Vancouver Corporate Office. This is a hybrid opportunity
Meridian OneCap has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.
What's in it for you?
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
- We provide you with the tools and technology needed to delight your candidates and clients!
- You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- This isn't your typical "corporate" job. We work hard and we have fun!
Our Commitment to You
Meridian OneCap is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian OneCap.
About Meridian Credit Union
The Meridian Experience!
A different employment experience Are you looking for an employer who shares your passion and enthusiasm? Do you want a job where you know you’re making a difference, every day you come to work? Do you want a challenging career with an organization that gives back to the community and whose employees embrace corporate social responsibility?
Consider Meridian as a way you can grow your career with us. Where you’ll be involved in local decision making, work hands-on in finding solutions for our Members, where everyone works together to achieve our personal and financial goals.
We’ll provide an inspirational environment that’s open and collaborative that empowers you to reach your professional goals and excel in the work of fulfilling our vision.
You’ll have an opportunity to develop strong, enduring and independent working relationships where long-term partnerships with our Members is a reality. We are committed to creating a highly engaged workforce; we believe it’s critical to our success.
As a company that puts people first. Meridian has always paid close attention to the rising cost of living and factored this into employee wages, which is why we are incredibly proud to be Ontario’s largest certified living wage employer. We pay all our employees, regardless of role, a living wage as calculated by the Ontario Living Wage Network. We believe that fair compensation for our employees translates to improved financial and overall well-being.
Manager, Customer Service
Top Benefits
About the role
As part of the Client Experience Leadership team, you are accountable for the day-to-day performance of work, oversight, and monitoring of the workflow of the Customer Service team. Modeling our corporate values, the Manager will provide mentorship and direction with a focus on process improvement, empowering performance to create and foster a team of highly engaged employees, and continually strive to improve customer experience, while sustaining overall operational efficiency and effectiveness.
The Manager Customer Service provides day-to-day management of the Customer Service Team, and will oversee the delivery of customer service to both front-end and back-end clients such as brokers, vendors, account managers, other peers, and lessees as end-users. Drives continual review and improvement to enhance overall sales and customer support to meet and exceed SLA’s.
The Manager will also play a key role in supporting the Operations and Sales Leaders coordinating the regular Customer Service activities and incentives, dealing with call escalations and complaints as well as monitoring various oversight reports to ensure that the team is working effectively.
The Manager is responsible for new hire training, ongoing coaching/mentoring/evaluation for the team members, participating in team and cross-functional initiatives. As part of the escalation process it will be their responsibility to address any gaps in process, solve the issue and look for way to prevent a similar issue in the future.
Key Responsibilities:
Lead the delivery of customer service and the promotion fee-generating income processes by:
- Developing a clear understanding of the Customer Service's financial and non-financial goals
- Demonstrating the expected service level standards during customer interactions
- Motivating the team to understand opportunities for and seek fee-generating income through activities related to the End of Term asset disposal processes, lease add-on proposals, trade-ups, and the purchase of insurance.
- Planning and leading service meetings, service coaching sessions and service skill building sessions
- Monitoring recorded customer concerns and resolving escalated concerns and issues
- Authorizing end of term disposals for exceptions outside of guidelines
- Provides day-to-day leadership, coaching, and guidance to team members
- Manages day-to-day workload across team, including queue oversight to ensure SLAs are met
- Establish team metrics and monitor the group with respect to those metrics
- Review and report on monthly progress within the group and provide management reporting
- Develop/manage a resourcing plan and strategy based on business changes to continually be able to meet objectives and drive revenue
- Identify opportunities to evolve service model based on review of customer experience and business metrics
Meridian Contact Centre Relationship:
- Develop and maintain strong working relationship with Meridian Contact Centre leadership as they are responsible for receiving, triaging and completing simple client inquiries and ticketing on CS Portal for more complex matters
- Establish training and reference documents to ensure the Meridian Contact Centre reps provide a high-level of service expected from our industry clients
- Provide feedback and follow-up on any service issues, process issues, or concerns to ensure continuous improvement
Manage the quality and efficiency of Customer Service operations by:
- Delegating and ensuring workloads are completed per designated monthly accounting schedules, and meet legal timelines for replying to external requests
- Ensuring Customer Service procedures and policies are current and effective
- Monitoring the interaction and commitments with departments interacting with Customer Service Representatives
- Monitoring and acting on deficiencies with Customer Service templates, forms
- Timely escalation of issues/obstacles/trends to direct supervisor
Support compliance with regulatory guidelines by:
- Ensuring Customer Service team compliance to leasing non-disclosure, front face adherence to the lessee per Broker agreements, and to Right of Refusal for vendors
- Adhering to and ensuring team members' compliance with Know Your Customer requirements
- Verifying pre-rewrite of all equipment swap/stolen/or lost asset conditions are met
- Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/trends to the Compliance Officer and/or applicable supervisor as appropriate.
Review and Improvement of overall Customer Service Metrics:
- Develop and maintain Customer Service training materials and ensure that policies and procedures are updated regularly
- Identify process improvement opportunities, with a focus on streamlining and the elimination of unnecessary steps to maximize efficiency and improve results
- Effectively implements strategies, ensuring expectations and objectives are aligned with operations team and MOCC strategic priorities
- Reviews processes, implements improvements by creating opportunities, and establishes service and performance standards to increase productivity and customer service excellence
- Responsible for identifying and supporting the development of tools and information resources to meet the needs of the team and our corporate partners
- Continuously search for new and better ways to process work that will enhance the client experience and reduce the costs of providing the service or transactions
Lead and develop the Customer Service team by:
- Develops, mentors, and manages team including selection, training, coaching performance management and all other people practices
- Manages the team performance assessment process. Review’s performance assessment feedback and conducts regular meetings with direct reports
- Coaches and develops team through regular discussions using tools such as metrics, company values, quality monitoring, customer, and peer feedback
- Provides career planning advice to team and creates development plans to help employees achieve their career goals including assigning work which leverages their skills and capabilities and provides them with opportunities for learning
- Effectively identifies and manages performance concern; resolving issues impacting team dynamic and effectiveness; collaborates with leader and HRBP
- Establishing and monitoring goals for direct reports
- Creates and manage team resourcing strategy to ensure that team has talent/capacity to meet objectives, SLA’s and changes/opportunities within the business environment
Knowledge, Skills, and Abilities:
- Bachelor's degree in business, marketing, or related area or equivalent work experience.
- Minimum five (5) years of experience in the customer service field.
- Demonstrated experience of a commitment to service excellence and the achievement of results.
- Industry Knowledge of leasing industry from a basic contracts and servicing perspective; preference for familiarity with the concept of direct as well as indirect and brokered financing. Subject matter expert in equipment finance lending security.
- Experience in leasing/finance a strong asset and customer service experience with a demonstrated record to the commitment of service excellence and the achievement of results is required
- Solid knowledge of OneCap products, procedures, and business practices.
- Proven ability to lead, motivate and coach employees for performance achievement.
- Innovative Problem Solver -Demonstrates innovative and creative approaches to solving difficult challenges and seizing process improvement opportunities
- Collaborates cross functionally to resolve issues, enhance process and drive efficiencies based
- Flexibility to work longer hours on short notice as business demands.
- Proficient in major Windows based PC software packages including work processing (Microsoft Word) and spreadsheet (Microsoft Excel).
Salary Range: CAD $79,000 – $94,500 annually
Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.
Office Location: Toronto or Vancouver Corporate Office. This is a hybrid opportunity
Meridian OneCap has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us.
What's in it for you?
- We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success!
- We provide you with the tools and technology needed to delight your candidates and clients!
- You'll get to work with and learn from diverse industry leaders, who have hailed from top organizations around the world
- Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
- This isn't your typical "corporate" job. We work hard and we have fun!
Our Commitment to You
Meridian OneCap is committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.
Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.
Please note that due to the volume of applications, only those under consideration will be contacted for an interview.
Thank you for your interest in Meridian OneCap.
About Meridian Credit Union
The Meridian Experience!
A different employment experience Are you looking for an employer who shares your passion and enthusiasm? Do you want a job where you know you’re making a difference, every day you come to work? Do you want a challenging career with an organization that gives back to the community and whose employees embrace corporate social responsibility?
Consider Meridian as a way you can grow your career with us. Where you’ll be involved in local decision making, work hands-on in finding solutions for our Members, where everyone works together to achieve our personal and financial goals.
We’ll provide an inspirational environment that’s open and collaborative that empowers you to reach your professional goals and excel in the work of fulfilling our vision.
You’ll have an opportunity to develop strong, enduring and independent working relationships where long-term partnerships with our Members is a reality. We are committed to creating a highly engaged workforce; we believe it’s critical to our success.
As a company that puts people first. Meridian has always paid close attention to the rising cost of living and factored this into employee wages, which is why we are incredibly proud to be Ontario’s largest certified living wage employer. We pay all our employees, regardless of role, a living wage as calculated by the Ontario Living Wage Network. We believe that fair compensation for our employees translates to improved financial and overall well-being.