Job Title: Director - Remote Advisory Center

Status: Permanent
Type of Contract: Permanent
Schedule: Full-Time
Location: Edmonton, Alberta

A career at the National Bank means having a direct impact on our clients. Being a Director at the Customer Experience Center in the Remote Advisory Center sector means leading a team of advisors committed to effectively meeting the diverse needs of our clients while ensuring a superior and efficient customer experience. For your team, you create a motivating and inspiring environment that promotes customer service and professional development for your team members. Your coaching experience, passion for customer service, bold and innovative spirit, and great agility allow you to be a hands-on leader.

Your Role:

• Achieve the expected financial contribution goal by identifying with your team the expected behaviors and business development activities.
• Provide personalized coaching to advisors to develop their skills and support them in their professional journey.
• Mobilize employees to achieve customer acquisition, retention, and loyalty goals and create a culture focused on both the client and a superior experience for employees.
• Ensure the smooth running of daily operations by being a hands-on leader in the call center.
• Implement necessary actions for your entire team to offer exceptional customer experience.
• Participate as an expert in missions or projects.
• Actively and effectively engage with internal and external partners to develop and evolve the partnership model.
• Ensure that your team members respect and apply the established engagement rules for customer segmentation, transaction execution, risk management, regulatory compliance, and operational procedures of the sector.
• Act as the Compliance Officer of the Business Unit (BCO) to supervise all mutual fund representatives (MFR).

Your Team:

This position reports to the senior management of the Remote Advisory and Services Center, and you collaborate daily with a team composed of leaders, advisors, agents, and several partners and experts. Our team values everyone's passions and bold ideas. Whether it's helping our clients achieve their goals or helping your colleagues do what they love, we are united. We know we can count on our colleagues to encourage knowledge sharing and mutual support. This call center manager position is in-person at the office with a daytime schedule, with one or two evenings per month. You will benefit from the strength of a large company, a vast territory with great potential, and working conditions that allow flexibility, while contributing to building people's lives here.

Required Skills:

• Between five and ten years of experience: in team management and coaching or business development in the financial sector.
• College diploma with eight to ten years of experience or industry-related bachelor's degree with five to seven years of experience or master's degree with five years of experience, depending on the level of the position.
• Be a Mutual Funds Representative (MFR) for a minimum of two years.
• Be responsible for the compliance of the administrative unit (BCO) or become one within 3 to 6 months of hiring.

Desired Skills:

• Experience in managing a customer service and business development team.
• Knowledge of the realities of customer contact centers in the financial industry.

Languages:

English

Skills

• Critical Thinking
• Diversity & Inclusion
• Emotional Intelligence
• Problem Solving
• Risk Management
• Stress Management
• Client-focused
• Decision Making
• Learning Agility
• Mobilization
• Partner Development
• Resiliency
• Strategy Execution
• Managerial Courage

Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

* Health and wellness program, including many options * Flexible group insurance * Generous pension plan * Employee Share Ownership Plan * Employee and Family Assistance Program * Preferential banking services * Opportunities to get involved in community initiatives * Telemedicine service * Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!

Apply

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

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For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?

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