Call center manager Jobs in Laval, QC

Croesus provides innovative, high-performance, and secure wealth management solutions that include portfolio management systems, portfolio rebalancing tools, and application programming interfaces (APIs). These solutions empower wealth management professionals to improve their productivity, enhance their client relationships, make informed decisions, and maximize the management of their assets under management.

Croesus’s mission is to provide a superior experience to its clients, users, partners, and employees and to positively impact the community. With more than 200 employees in its Montréal, Toronto, and Geneva offices, Croesus has won several industry awards for being a high-quality solution provider and an outstanding employer.

Ensure the operational and relationship success of accounts by coordinating delivery activities, maintaining effective governance, and building trusting relationships with internal and external stakeholders.

The Delivery Manager serves as the central point of coordination between internal teams and clients to ensure predictable execution, seamless communication, and a high-quality customer experience.

Customer Relationship Management

• Serve as the primary point of contact for the client’s stakeholders.
• Build and maintain relationships based on trust.
• Provide proactive communication regarding project progress, risks, and challenges.
• Prepare for and lead follow-up meetings and governance committee meetings.
• Contribute to the satisfaction, retention, and growth of the accounts under your responsibility.
• Anticipate client concerns and propose action plans tailored to identified issues.
• Collaboration with Account Managers

Delivery and Coordination

• Coordinate delivery activities and deadlines.
• Track commitments, priorities, and dependencies across teams.
• Monitor project progress and resolve obstacles.
• Track incidents, change requests, and validation activities.
• Coordinate production rollouts and related activities.
• Identify, communicate, and mitigate risks that could affect delivery, service quality, or customer satisfaction.
• Coordinate dependencies among the Product, Development, Quality, Support, and Operations teams, as well as external partners.
• Establish and maintain mechanisms to improve the visibility, predictability, and reliability of delivery commitments.
• Promote proactive decision-making by providing stakeholders with a clear view of progress, risks, dependencies, and potential impacts on timelines.

Governance and Communication

• Ensure alignment among the Product, Delivery, Development, and Support teams and customer stakeholders.
• Document decisions, follow-ups, and action plans.
• Maintain constant visibility into risks, dependencies, and priorities.
• Facilitate decision-making and escalate issues when necessary.
• Produce and maintain the performance metrics and dashboards necessary for governance.
• Ensure consistent communication and alignment among stakeholders around common objectives.

Continuous Improvement

• Identify opportunities to improve processes and ways of working.
• Implement mechanisms that promote efficiency, quality, and predictability in delivery.
• Contribute to the evolution of governance and delivery management practices.
• Promote knowledge sharing and operational continuity.
• Participate in defining and adopting practices that promote operational excellence and improve the customer experience.

All internal meetings at Croesus are conducted in French, so a strong proficiency in French is mandatory.

• 7 to 12 years of experience in delivery, coordination, account management, or customer relationship management.
• Experience in a technology, software, SaaS, FinTech, or professional services environment.
• Proven experience coordinating multiple stakeholders, teams, and priorities.
• Experience managing environments with multiple dependencies and governance issues.
• Influential leadership.
• Excellent communication and collaboration skills.
• Stakeholder management.
• Proactive risk and dependency management.
• Strong organizational and prioritization skills.
• Ability to solve problems and motivate teams.
• Rigorous follow-through and execution.
• Ability to structure information and support decision-making.
• Understanding of technological and operational environments.
• Bilingual in French and English.

Why join Croesus ?

• À la carte vacations
• Annual salary + Corporate profit-sharing plan
• Hybrid work, 2 days a week in office (Laval &Montreal offices)
• Sports program
• Gym available at our Laval head office
• Telemedicine + group insurance (super useful for the family 😉 )
• Group RRSP
• Proximity to Montmorency & Mcgill metro
• Ongoing training and development plan
• Referral bonus
• Indoor and outdoor parking & electric car recharging
• Croesus boutique
• Beautifully renovated and spacious office
• Complimentary breakfast every morning
• 2X per month, Happy hours, prepared by our Croesus Life Partner

Are you interested in this challenge? Do you believe you have the qualities and expertise required for this position? Please complete your application today.

Although all applications are carefully analyzed, we will communicate only with those selected. Thank you for your interest in Croesus.