Service Delivery Manager - Montréal, Canada - National Bank of Canada

National Bank of Canada
National Bank of Canada
Verified Company
Montréal, Canada

1 week ago

Sophia Lee

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Sophia Lee

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Description

Primary Locations:

Montreal, Quebec**:

Attendance:

Hybrid**:

Employee Status:

Regular**:

Schedule:

Full-time**:


A Career as a Service Delivery Manager, means mobilizing a team of approximately 8 Account Managers between Montreal & Toronto responsible for delivering complex operational & service activities to Introducing Brokers.

You are also responsible for delivering our clients the highest quality customer service.

In addition, the Mid-Office teams act as a liaison between the client and the various support areas within National Bank Independent Network (NBIN) and National Bank.


Your Role:


  • Coach and mobilize a Team of approximately 8 employees responsible for delivering complex operational & service activities
  • Responsible for the ongoing management and oversight of the service delivery model and input to the strategic direction
  • Act as a resource and mentor to direct reports and provide formal feedback to the team
  • Act as an expert and point of escalation for our clients when it comes to complex problems
  • Manage and maintain relationships with our internal partners
  • Act as a strong change agent and drive the client experience
  • Demonstrate a leadership style that promotes a positive client centric approach that encourages productivity and creativity
  • Actively hold team meetings or huddles to give employees the opportunity to voice their concerns, share ideas
  • Identify existing and potential client issues, recommend and implement initiatives and /projects


We want to contribute to your quality of life by offering you as much flexibility as possible in your work.

For example, we provide hybrid work (remote and in the office), work schedule arrangements to help you achieve work/life balance and flexible leave that you can take when it's important to you.


Competencies required:


  • University degree completed in a related field
  • 5 to 10 years of experience in a brokerage/service role an asset
  • Canadian Securities Course (CSC) and Conduct and Practices Handbook (CPH)
  • Management or in a leadership role experience
  • Knowledge of the regulatory and legal aspects of the industry
  • Knowledge with Microsoft Office
  • Bilingual (spoken/written) French and English required because you will be dealing with partners across Canada

Preferred competencies:


  • Ability to work independently and within a team environment
  • Highly motivated and enthusiastic individual who demonstrates cando attitude with the ability to manage multiple priorities in a fastpaced environment
  • Customer service oriented, and strong relationship management and interpersonal skills. Good ability to present to internal stakeholders and clients
  • Strong verbal and written communication skills
  • A strong ability to influence

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
  • Initiatives promoting community involvement
  • 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 accommodations, feel free to let us know during your first conversations with us.
**Ready to live your ambitions?
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