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Manager Customer Service - Job Opportunity at National Bank of Canada

Quebec City, Canada
Full-time
Mid-level
Posted: February 11, 2025
On-site
CAD 75,000 - 95,000 annually based on Quebec market conditions and role scope

Benefits

Comprehensive health and wellness program with flexible options
Competitive pension plan with employer matching
Employee Share Ownership Plan for wealth building
Professional Employee Assistance Program
Preferential banking services
Innovative telemedicine services
Virtual sleep clinic access
Community involvement opportunities

Key Responsibilities

Strategic team leadership and performance management for transaction service employees
Development and execution of client experience improvement initiatives
Complaint resolution and quality assurance management
Cross-functional collaboration for operational excellence
Financial advisory service oversight and team coaching
Risk management and regulatory compliance enforcement
Client relationship development and retention strategy implementation

Requirements

Education

College diploma OR Bachelor's degree in a related field

Experience

4-6 years with diploma OR 1-6 years with degree

Required Skills

Personnel management and coaching Business development Customer service expertise Financial products knowledge Risk management Regulatory compliance Operational management

Certifications

Mutual Fund Representative license (asset)
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Sauge AI Market Intelligence

Industry Trends

Digital transformation is reshaping branch banking roles, requiring managers to balance traditional service with digital integration Growing emphasis on financial advisory services over transactional banking is elevating the importance of relationship management skills Increasing regulatory scrutiny in Canadian banking sector demands stronger compliance focus

Role Significance

Typically manages 5-10 direct reports in a branch setting
Mid-management position with direct influence on branch performance and client satisfaction metrics

Key Projects

Branch digitalization initiatives Customer experience enhancement programs Regulatory compliance implementations Team performance optimization projects

Success Factors

Strong balance of technical banking knowledge and people management skills Ability to drive change while maintaining operational stability Excellence in coaching and developing front-line staff Deep understanding of risk management and compliance requirements

Market Demand

Moderate to high demand driven by digital transformation needs and retirement transitions in traditional banking

Important Skills

Critical Skills

Leadership and coaching abilities for team development and performance Risk management and compliance expertise for regulatory adherence Customer relationship management for client retention

Beneficial Skills

Digital banking platform knowledge Change management capabilities Project management skills

Unique Aspects

Bilingual work environment requiring strong French and English skills
Strong focus on community banking while leveraging national bank capabilities
Emphasis on internal promotion and career development

Career Growth

2-4 years in role before advancement, depending on performance and market conditions

Potential Next Roles

Branch Manager Regional Service Director Operations Manager Client Experience Director

Company Overview

National Bank of Canada

National Bank of Canada is the sixth-largest commercial bank in Canada, with a strong focus on Quebec market and growing national presence

Leading position in Quebec with competitive advantage in francophone markets
Strategic importance in Quebec City market with significant branch network
Balance of traditional banking stability with progressive workplace practices and strong emphasis on employee development
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