Manager, Customer Service, Toronto

Unposting Date: Mar 12, 2010
Job: Management (in Sales and Personal Banking)
Primary Location: ON-Central GTA-Toronto
Schedule: Full-time


Description


National Bank Financial Group is an employer of choice, having ranked among the top 50 employers in Canada for five consecutive years.
With 17,000 employees, the Bank offers a stimulating and rewarding work environment based on skill, performance, cooperation and quality customer service.


The National Bank is currently looking for a Manager - Customer Service for its branch located in Toronto.



*** Please note that the incumbent of this function will be reassigned to another branch after a one year period
*** The incumbent of this function must be available to work Friday nights until 8:00pm and on rotation on Saturdays from 9:30am to 3:00pm.
*** Please note that the work schedule may vary according to operational needs.


Nature of contribution

Reporting to the Branch Manager, you will help develop business and ensure client loyalty by offering efficient service. You will mobilize a team of representatives to ensure quality service. You will support a team of Financial Services Managers in the achievement of their objectives. You will also ensure optimal communication between the branch and various Bank units. In addition, you will contribute to the overall profitability of the branch.


Main responsibilities

As a Manager - Customer Service, you will ensure that clients are greeted politely and receive courteous, personalized and efficient service. You will set sales referral objectives and transactional products objectives, monitor them and ensure their allocation. You will support a team of representatives in the achievement of their objectives, guide them and advise them with regard to their work methods and sales techniques. You will be responsible for enforcing the application of customer service standards and for managing complaints. You will also ensure the sound management of a team of representatives, create a stimulating work environment, identify training needs and support the development of these resources.

You will also lead the team of representatives in identifying customers' financial requirements, in addition to making sure the team promotes Bank products and services and referring customers to the appropriate individuals. You will ensure that security standards are respected and the procedure in effect is applied. You will also ensure that the operational activities of the branch are carried out in an efficient manner.

In addition, you will produce an improvement plan with regard to the quality of the labour pool. Lastly, you will make sure that the budgets under your control are respected.



Qualifications




•Completed Bachelor's degree in a related field and one year of relevant experience
•Experience in personnel management, an asset
•Sales experience, an asset
•Knowledge of financial products and services, an asset
•Bilingualism both spoken and written (English and French), an asset
•Portuguese (spoken and written), an asset

Maiores informações: https://banquenationaleducanada.taleo.net/careersection/e8k61cf/jobdetail.ftl?lang=en&job=400360