Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
Supervises the daily operations of the Recordkeeping (RK) Call Centre and the team by guiding and directing employee performance, maintaining CIBC Mellon internal/external client relationships and ensuring call quality and the associated call metrics meet or exceed defined service level standards.
Responsibilities:
- Oversees the daily operations of the call centre team by ensuring that all client calls and e-mails are handled professionally and within service level agreements.
- Delegates and schedules daily work tasks of call centre staff, monitoring the work of the team to ensure it is completed as required and as scheduled
- Provides day to day supervision, technical advice and support to the team by conducting individual performance reviews, setting performance objectives and assisting with staff recruitment
- Identifies, coordinates and delivers team training, including notification of relevant information on new clients or changes for existing clients, as well as more formalized or organization wide requirements.
- Serves as the first point of contact for call centre concerns and issues escalated by team
- Addresses and resolves identified client issues by providing procedural support to team, by handling directly, or by escalating to senior management levels where necessary
- Promotes continuous improvement through review of existing service, processes and procedures; participates in shaping and setting strategy for call centre by sharing information and providing recommendations
- Responsible for routinely evaluating calls for team members and conducting individual call coaching sessions
- Delivers timely client reports and implements call review sessions to meet client requirements
- Provides timely support with fulfilling audit requirements
- Lead, coach and develop a team of Client Service Representatives, including setting performance objectives, conducting performance reviews and coordinating training requirements and development opportunities
Qualifications:
Education/Experience
- Post Secondary Education
- 3-5 years progressive experience including people management experience preferred
Specific Knowledge & Skills
- Strong leadership and relationship management skills with a high degree of client service focus
- Excellent written and oral communication skills, problem solving skills
- Strong knowledge of the mutual fund industry. IFIC Mutual Funds or CSC course would be an asset
- Bilingual (French) is an asset
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
Job Specific Competencies:
- The salary band for this position ranges between $70,000 - $110,000.
- Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
- This posting is for an existing vacancy.
