Manager Remote Advisory Centre

Area of Interest : Advisory services, Call centres

As a manager in the Mastercard Limit Increase team at the Remote Advisory Centre, you’ll put in place the necessary actions for delivering the services offered with a view to improving efficiency and productivity in your team.

You will also engage your employees and help them maximize their contribution while ensuring their growth and skills development through personalized coaching.

Your sense of collaboration, empowerment, active leadership and ability to manage priorities will make you ideal for this position.

Your role

• Engage your team to improve service quality and increase client loyalty and engagement.
• Help your employees grow and develop their skills by providing personalized coaching and support them on their career paths.
• Actively contribute to the sector’s transformation by influencing the progress of projects and policies and procedures to boost efficiency.
• Identify opportunities to improve processes based on feedback from your team and from partners.
• Explain what’s expected of team members based on the sector's business plan and identify the behaviours and activities required in order to achieve objectives.
• Develop and maintain close partnerships with various stakeholders to help achieve shared goals.
• Make sure employees in your team work together to promote knowledge sharing and meet objectives.

Your team

You’ll be part of the Remote Advisory Centre, which has about 100 employees, and report to the Senior Manager of the Remote Advisory Centre.

This expert team works remotely with Personal Banking clients to handle requests to increase Mastercard limits. In a call centre environment, you’ll act as a leader in your field of expertise and offer dynamic support to help the team achieve the sector’s business objectives.

The call centre is open Monday to Friday from 7 : 00 a.m. to 8 : 00 p.m. You must be available to work shifts.

Prerequisites

• A bachelor’s degree in a related field and 6 years of relevant experience OR a master’s degree in a related field and 4 years of relevant experience.
• Experience managing personnel.
• Talent development and coaching experience.
• Excellent change management and team engagement skills.
• Strong emotional intelligence and resilience.
• Strong operational risk management skills and ability to find innovative solutions.

Languages : You will need to serve clients who speak a language other than French regularly.

Skills

Client-focused, Critical Thinking, Decision Making, Diversity & Inclusion, Emotional Intelligence, Learning Agility, Managerial Courage, Mobilization, Partner Development, Problem Solving, Resiliency, Risk Management, Strategy Execution, Stress Management.

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options.
• Employee Share Ownership Plan.
• Employee and Family Assistance Program.
• Preferential banking services.
• Opportunities to get involved in community initiatives.
• Virtual sleep clinic.

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

We're putting people first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us.

We welcome all candidates!

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued.

We welcome all candidates!

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