Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Reporting to the VP Customer Experience, Manulife Bank & Trust, the Director Client Services will be an able people leader and possess a strong understanding of the financial services and banking industry.
The Director will lead a team of professionals located in Halifax and Waterloo accountable for two key service propositions : New Accounts and Inforce Services.
The incumbent will also engage and build strong relationships with partners across the Bank to deliver on the Bank’s strategic priorities through continuous improvement and reducing customer effort.
Overall Business Accountabilities :
Business Efficiency and Effectiveness
Oversee and pro-actively manage the Bank’s Client Services team consisting of two main areasNew Accounts accountable for all new account openings for deposit, investment and loan productsInforce Services servicing all financial and non-
financial transactions and requests from customers including advisors
Ensure the team is delivering an exceptional service experience to our customers whether it be a one-on-one interaction or in fulfilling a request.
Foster, support and encourage a culture of continuous improvement that challenges the status quo
Focus on service excellence through identifying and driving forward initiatives that improve efficiency and reduce customer effort (e.
g. straight-through processing, process automation etc.)
Ensure established service and quality targets are consistently met across all functions
Business Projects & Initiatives
Engage and collaborate with business and functional partners across the Bank to effectively scope project needs and deliver on plans as they relate to the Bank’s strategic priorities
Act as a key stakeholder strategic and operational initiatives and projects to ensure the impacts to the team (i.e. new or changes to processes) have been fully accounted for and any risks mitigated
Ensure the team is prepared and ready to support new product initiatives and promotions through resourcing, training and change management principles.
Strategic Partnership Management
Provide operational oversight for processes being performed by our MBPS team located in Manilla
The ability to influence, negotiate and effectively collaborate with external partners to meet the Bank's objectives. External partners include RBC, Everlink, Telepay, Intria, Cannex and Gemalto.
People Management and Leadership
Provide support, coaching and guidance to build a high performing team to ensure individual and team service standards and deliverables are consistently achieved and that personal and professional development is fostered
Ensure the team is knowledgeable and adhering to all regulatory and compliance standards including Privacy, Code of Conduct, Payments Canada standards, OSFI regulations, AML legislation, CRA regulations etc.
Oversee the compilation of service level adherence and initiative progress update reports
Prudently manage expenses and develop annual budget in collaboration with Bank and Customer Experience Finance teams
5 - 10+ years progressive experience within the financial services industry
Comprehensive knowledge of the banking industry, particularly related to Payments Canada, Bank Act, OSFI Regulations and CRA regulations related to retirement products
Ability to work in a fast-paced non-structured environment
Demonstrated ability to be flexible and exercise judgment in a changing environment
Excellent interpersonal and communication skills (verbal and written)
Well-developed presentation skills
Collaborative and ability to impact and influence cross-functional teams
Effective conceptual, diagnostic, analytical and problem-solving skills
Strong financial acumen and ability to support detailed business cases
Experienced people leader with a strong track record of recruiting and developing talent