Senior Manager Retail Banking Services

Building a career as a Senior Manager of Retail Banking Services at the Customer Experience Center (CEC) means guiding the business strategies of the CEC while coaching and engaging high-performing teams. It involves playing a key role in the transformation of the CEC, expanding its reach across the organization, and professionalizing the talent in your sector.

Your role:

• Implement CEC strategies in collaboration with key sectors (advisory centers network, digital, IT-OPS, etc.) to support the common mission.
• Promote a customer-focused culture by adopting an advisory approach centered on clients' needs.
• Increase the visibility of the CEC and develop the customer base on a national scale.
• Strengthen relationships and leadership within the team, with colleagues, and external partners.
• Mobilize teams to support and monitor initiatives and action plans.
• Create a structured and motivating environment by valuing leadership.
• Identify and resolve complex issues with strategic solutions to improve procedures and standards.
• Encourage innovation and guide the evolution of processes and systems.
• Anticipate future challenges and define appropriate solutions.
• Analyze data to guide sector decisions.
• Ensure process governance to maintain stability and prioritize improvements.

Your team:

As part of the Retail Banking Services team at the Customer Experience Center, you will be working within a team of over 700 colleagues and reporting to the Senior Vice President of the Customer Experience Center. Our team strives to be the leader in contact center performance by offering innovative resource optimization solutions, driven by data, that enhance customer satisfaction while creating a motivating and fulfilling work environment for our employees.

Prerequisites:

• A relevant Bachelor’s degree and 10 years of relevant experience, or a Master’s degree and 8 years of relevant experience.
• Significant experience in managing staff in a transformation context.
• Experience in operations management and process optimization.
• Experience in work planning and organization based on projects, activities, volume, resources, and priorities.
• Experience in managing operational performance and collective performance.
• Demonstrated strategic vision.
• Ability to communicate effectively and share the vision with impact.
• Excellent change management skills.
• Ability to influence and rally different stakeholders and partners.

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!