Credit Service Desk Operations Lead

What Youll Do:

• Service Desk Operations Leadership:
  • Lead and mentor a Credit Service Desk team providing clear direction day-to-day oversight and coaching aligned to service levels and quality standards.
  • Oversee case management across ServiceNow shared Outlook mailboxes and Five9 (or equivalent) ensuring timely handling and clean case progression from intake to closure.
  • Ensure all incoming requests are triaged categorized and routed correctly using standard intake rules routing matrixes and assignment group logic.
  • Monitor and manage queue health: backlog aging capacity coverage and real-time adherence to maintain consistent service performance.
  • Serve as the primary operational escalation point for Tier 1: validate urgency confirm completeness clarify missing information and coordinate engagement with the appropriate Credit authority when needed.
  • Review and approve outbound communications (where required) ensuring clarity professionalism and consistent messaging to stakeholders.
  • Promote a close-the-loop culture where agents own requests through completion or execute a clean handoff with all required context.
• Intake Quality & Decision-Readiness:
  • Enforce intake completeness standards so requests are decision-ready before escalation (required fields correct forms attachments clear notes standardized naming).
  • Drive consistent send-back criteria and follow-up loops reducing back-and-forth and cycle time.
  • Ensure accurate and audit-friendly documentation within ServiceNow.
  • Maintain consistent execution across core Credit request types (as applicable) such as:
    • New credit application intake.
    • Credit limit increase and renewal intake workflows.
    • Customer maintenance requests (updates status changes corrections).
    • Letters processing (where in scope).
    • Securities administration support intake/coordination (where in scope)
• Performance Management & Reporting:
  • Ensure compliance with established SLAs and operational KPIs; identify emerging risks early and take corrective action.
  • Track and analyze key operational metrics including:
    • Volumes by request type channel and region.
    • SLA compliance.
    • Backlog/aging and cycle time.
    • Escalation volume reasons and trend drivers.
    • Reopened tickets and documentation quality defects.
    • Customer satisfaction themes and repeat-contact drivers.
  • Produce daily/weekly dashboards and monthly operations reports with insights and practical recommendations.
• Knowledge Training & Continuous Improvement:
  • Own the operational playbook for Credit support execution: SOP adherence checklists scripts triage standards and quality expectations.
  • Partner with Credit SMEs to validate knowledge content and ensure accuracy.
  • Identify process and system gaps through pattern analysis.
  • Translate insights into improvements (intake changes workflow tuning coaching themes KB updates revised SOPs).
  • Support onboarding and cross-training so the team can cover priority workflows consistently.
• Collaboration & Communication:
  • Build strong working relationships across the Credit Service Desk Credit decision-makers/SMEs Tier 2/3 teams and internal stakeholders.
  • Communicate operational performance risks and needs proactively to management and business partners.
  • Present updates and recommendations in clear user-friendly language to both operational and business audiences.

What Youll Bring:

• College diploma or university degree in business operations finance or equivalent experience.
• 2 years experience in service desk/contact centre operations shared services or process-driven support environments; leadership/lead responsibilities preferred.
• Demonstrated ability to run queue-based operations: triage discipline workflow adherence SLA management and quality coaching.
• Experience using ServiceNow (or similar ITSM/work management tools) for case management categorization reporting and knowledge.
• APPRES (Alberta Personal Property Registry Electronic System) certification or willingness to obtain withhin the first 6 months.
• Strong analytical skills with the ability to translate trends into actions that reduce rework and improve cycle time.
• Excellent written and verbal communication skills including stakeholder updates and operational reporting.
• Able to manage multiple priorities stay calm under pressure and drive consistent execution in a high-volume environment.
• Familiarity with ITIL concepts (incident/request management).
• Experience in workforce management scheduling or real-time queue monitoring.
• Exposure to credit operations workflows and terminology (helpful not required).
• Structured reliable and detail-oriented; sets clear expectations and follows through.
• Coaching mindset: improves performance through clarity standards and practical feedback.
• Metric-driven and action-oriented uses data to prioritize and improve.
• Strong relationship builder who can influence without authority.
• Comfortable operating between frontline execution and business stakeholders.