AVP, Contact Center

Butterfield Support Services provides centralized shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Operations, Client Services and Compliance. Operating in multiple jurisdictions, we focus on results, value relationships, and celebrate success. If this sounds like your kind of company, then consider this opportunity to become part of a collaborative team of professionals at the world's leading, independent offshore bank and trust company.

Based in the Moncton, NB office, this position reports to the Managing Director of Butterfield Support Services and is responsible for overseeing the daily operations of the Contact Centre Teams located in Moncton and Halifax offices. Working closely with the Butterfield leadership team, Contact Centre Team Leaders and team members, this role will build and develop a high performing team and a positive and productive work culture where focus is on a high level of service delivery in line with KPIS and Agreed service levels.

Your responsibilities will include:
• Managing, coaching and mentoring the Contact Centre team to ensure a high level of service delivery across the business
• Building and leading a high performing team by introducing and leading training and talent development initiatives ensuring the team is positioned for success and professional growth
• Defining, monitoring and reporting on KPIs and SLAs to ensure the contact centre is meeting agreed service levels while effectively communicating and escalating potential risks
• Reviewing processes, systems, workflows and structure to analyse trends and propose opportunities for enhancements and improvement
• Establishing and maintaining strong working relationships with Butterfield leadership team and internal stakeholders to ensure jurisdictional business needs are aligned with Contact Centre targets and objectives
• Defining and maintaining a strong business continuity plan to ensure resilience of the team and contact centre operations through challenging weather, technology interruptions or other events that can impact service deliver
• Exploring and implementing new workflow and technology initiatives that continue to improve and enhance the contact centre and team
• Leading recruitment and retention initiatives in collaboration with HR partners, developing strategies and action plans to attract, engage and retain talent
• Representing Butterfield in the Moncton market providing local leadership while staying abreast of market conditions and opportunities
• Supporting and mentoring Team Leads who are responsible for developing team schedules, assigning and monitoring work, navigating issues and escalations, implementing productivity standards, maintaining reference and training manuals, and implementing new procedures as needed.

Your qualifications and skills include:
• Minimum of 5 years contact centre leadership experience with preference of previous experience in banking or a related financial services environment
• Knowledge of banking products, services and processes considered a definite asset.
• Proven success building, leading, coaching and mentoring a high performing teams in a complex environment
• Willingness and ability to travel between Nova Scotia & New Brunswick to effectively support the teams in both locations
• Ability to adjust working hours and availability to work on some public holidays to effectively support the business and clients across our business locations
• Excellent verbal, written, and interpersonal skills with ability to troubleshoot and problem solve
• Strong organizational and time management skills to lead multiple processes and projects
• Customer focused with a high degree of value placed on service delivery
• Technically proficient with ability to learn and adopt new systems and technology platforms

Why Butterfield?
Butterfield is a leading, independent offshore bank and trust company. With more than 1,200 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values-approachable, collaborative, empowered and impactful-we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.

Visit www.butterfieldgroup.com/careers to view all opportunities and apply via our careers' portal.

Closing Date : December 24, 2025

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