Market Development Manager leading financial product sales, member relationships, and team performance for Desjardins Ontario Credit Union. Driving strategic growth, service quality, talent development, and profitability.
About the role
- Manager of Retirement Contact Center overseeing a team of Customer Service Professionals to deliver exceptional customer experience. Empowering and coaching staff while achieving operational results in a dynamic environment.
Responsibilities
- Lead and support a team of 17–20 CSPs to achieve productivity and customer experience targets.
- Manage coaching, team meetings, scheduling, and real‑time queue monitoring to meet operational objectives.
- Review and analyze performance metrics regularly to drive continuous improvement.
- Implement service recovery actions in partnership with Contact Center leadership.
- Coordinate team reporting and trends, providing insights and required actions to the Director.
- Manage complex escalations and collaborate with customers, clients, and internal teams as needed.
- Partner with Risk teams (RCSA, Archer, write‑offs) and collaborate with stakeholders across departments.
- Support hiring, onboarding, internship programs, business unit updates, projects, and act as backup for other leaders.
Requirements
- Strong expertise in contact centre operations, KPIs, workflows, and people management
- 3–5 years of leadership experience in fast‑paced customer service environments
- Bilingualism (English and French) is a strong asset
- Willingness to support the contact center’s operational hours (8am-8pm EST) with 1-2 evening shifts per month
- Proficiency in Microsoft Office (Excel, PowerPoint, Word) and related business systems
- Excellent communication, interpersonal, analytical, decision‑making, and problem‑solving skills
- Strong organization and multi‑tasking abilities, with a demonstrated commitment to quality, risk management, and effective staff/customer relationship management
Benefits
- health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada (includes holidays, vacation, personal, and sick days)
- full range of statutory leaves of absence
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
A(
Investment technology leader managing teams and critical platforms for AIMCo, a Canadian institutional investment manager. Supporting investment, risk, trading, treasury, and compliance operations.
Contract Manager leading complex hydroelectric project contracts for GE Vernova’s energy business in British Columbia. Managing commercial risk, negotiations, changes, claims, and disputes.
Senior Contract Manager leading commercial strategy, risk, claims, and negotiations for GE Vernova's Canadian hydroelectric projects. Managing contracts from bid through execution, close - out, and warranty.
Contract Manager leading contract strategy, risk, claims, and negotiations for GE Vernova’s major hydroelectric projects. Fully remote in British Columbia with 15 - 25% project - related travel.
Senior Contract Manager leading contract strategy, risk, claims and negotiations for GE Vernova's Canadian hydroelectric projects. Managing commercial interests from bid through execution, close - out and warranty.
Technical Manager leading Nokia optical hardware electrical design, PCB layouts, and signal integrity. Guiding cross - functional delivery from concept through volume manufacturing.
Senior Manager leading SR&ED tax - credit claims for Canadian clients. Supervising technical teams, preparing T661 filings, and supporting CRA reviews.
Strata Manager overseeing residential strata portfolios for Associa Vancouver. Managing client relationships, property operations, projects, meetings, budgets, and invoices.
Senior Delivery Manager leading strategic initiatives across Aviso’s wealth management and investment services organization. Coordinating Agile squads, budgets, risks, stakeholders, and executive reporting.