Associate Director, Customer Care & Operational Excellence

The Work !

• Ownership of key performance metrics: establish and monitor KPIs with the goal of achieving high performance standards around wait times, hold times, contact resolution, customer satisfaction and turnaround times


• Resource planning: Conduct thorough analysis and forecasting to ensure optimal headcount in the customer care team, aligning with business needs and anticipated customer service demand; Regularly review CCC org structure for talent management improvements; Collaborate with HR to recruit and onboard new team members  


• Scheduling optimization: Develop and implement efficient scheduling strategies to maximize the productivity of customer care agents while maintaining a high level of service quality; Lead WFO analyst to utilize workforce management tools to forecast, plan, and optimize staffing levels; effectively manage the agent experience around scheduling


• Training and development: Oversee the design and execution of onboarding, ongoing training programs for customer care agents; oversees the development and maintenance of Standard Operating Procedures that ensure best-in-class customer experience while complying to regulations and bank policy; Foster a culture of continuous learning to enhance the skills and knowledge of customer care representatives


• CCC leadership team management: Provide coaching and leadership to the CCC Managers and Team Leads, ensuring they are equipped to lead agent teams; collaborate with HR to solve personnel issues among agents


• QA implementation: Lead CCC Managers to implement individual coaching, training and cross-CCC process improvements based on analysis from QA team


• Customer escalations: Provide guidance and support to CCC Managers and Agents to effectively handle Step 1 complaints; serve as delegate for Step 2 complaints when needed


• New product launch support: Collaborate with product and Customer Care Strategy team to ensure requirements for CCC are included in new products; support QA prior to launch and lead agent readiness for launches (org changes, training, change management etc.)


• Agent technology support: Collaborate with CC Strategy, Unified Communications and Technology teams to ensure agent and customer technology needs are met; manage problems and incidents together with these teams to ensure maximum uptime


• Culture building: Lead initiatives that build the morale and engagement of the team; ownership of results of semi-annual employee engagement survey


• Risk and audit reporting: Generate and submit comprehensive risk reports related to customer care operations, ensuring transparency and compliance with internal and external requirements; collaborate with audit teams, providing necessary documentation and insights to support audits


• Compliance with regulations: Stay informed about regulatory requirements in the digital banking industry; Implement and monitor processes to ensure that customer care activities adhere to regulatory standards; collaborate with Legal & Compliance teams 

Let's Talk About You !

• Post-Secondary Degree in Commerce, Management. MBA or other graduate degree a plus
• Proven track record of leading in-house and outsourced customer service teams with 10 years of experience; preferably in financial services
• Familiarity with contact centre technologies (e.g. CCaaS, AI) strongly preferred 
• Strong attention to detail
• Proven ability to initiate and execute projects that improve customer service
• Good verbal and written communication skills
• Strong people management and coaching skills
• Strong crisis management skills
• Ability to identify and mitigate potential operational risks