Commercial Manager, Sales Support team (British Columbia) (Hybrid)

A career as a Commercial Manager, Sales Support team Team within Commercial Banking at National Bank means leading Account Representative teams responsible for commercial financing, transactional services, client onboarding, and investment-related activities.

This role plays a critical part in ensuring operational excellence, strong risk management, and a high-quality client experience through effective leadership, sound judgment, and continuous improvement. The Commercial Manager provides consistent oversight across the full Account Representative mandate, enabling scale, standardization, and strong execution across regions.

Your role :

• Lead and manage a team of Account Representatives and Senior Account Representatives responsible for:
• Commercial financing activities
• Transactional and cash management services
• Client onboarding and account opening
• Investment-related processing and support
• Provide coaching, guidance, and escalation management across all AR responsibilities, ensuring balanced coverage and end‑to‑end accountability
• Oversee daily operations and workload distribution to ensure service level commitments, quality standards, and turnaround times are met
• Conduct one‑on‑one meetings, coaching sessions, and annual performance reviews
• Design and deliver training programs that strengthen technical expertise, product knowledge, and risk awareness across the full AR mandate
• Monitor team capacity and ensure timely, accurate case management within CRM and operational systems

Operational Oversight & Risk Control :

• Ensure accurate execution of Account Representative responsibilities, including:
• Account openings (ICOP, cross‑border banking, overnight rate facilities)
• Online banking and cash management setups
• Credit facility setup and processing, including investment products
• Commercial financing activities, including derivatives (SWAPs), risk replacement lines, and Letters of Credit
• Validate documentation quality and audit readiness across ICOP, Unison, Oscar, and CRM platforms
• Implement appropriate risk controls and manage escalations with clients and internal partners
• Ensure adherence to internal policies, procedures, and operational standards

Strategic Alignment & Continuous Improvement :

• Collaborate with Sr Commercial Manager to align team objectives with organizational and regional priorities
• Drive process optimization, standardization, and change management initiatives across the Account Representative function
• Identify trends, risks, and opportunities to improve efficiency, quality, and client experience
• Support continuous improvement initiatives that reduce rework, improve cycle times, and strengthen controls

Compliance & Governance :

• Oversee adherence to regulatory requirements and internal governance standards
• Review compliance issues, manage exceptions, and ensure timely resolution
• Monitor margining, covenant tracking, and exceptional activity reporting in partnership with internal stakeholders

Client Service & Escalation Management :

• Act as the primary escalation point for complex client, operational, and risk-related issues
• Contribute to a consistent, high-quality client experience across all AR-supported activities

Your team:

You will report to the Senior Commercial Manager (British Columbia).

You will lead an Account Representative team with end‑to‑end responsibility across financing, transactional, onboarding, and investment activities, ensuring consistent execution and strong collaboration across Commercial Banking.

Basic requirements :

• Bachelor’s degree in Business, Finance, or a related field
• 7–10 years of banking experience, including a minimum of 3 years in a leadership role
• Strong knowledge of commercial banking operations, including:
• Commercial financing
• Transactional services
• Client onboarding
• Investment-related processing
• Demonstrated experience coaching, developing, and engaging high‑performing teams
• Experience managing operational risk, compliance, and audit readiness
• Proven ability to prioritize work, manage volume, and lead teams in a dynamic environment