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There's something special about working at ATB, and it's been recognized on every top employer list that matters. Maybe it's our exceptional culture where your total wellness is supported through market-leading benefits and you're free to bring your whole self to work. Maybe it's our commitment to a growth mindset and our unrelenting thirst for making it possible for fellow Albertans—even the ones who aren't our clients.
Whatever it is, you won't find a more genuine, driven and knowledgeable group of humans anywhere. We foster a culture of purpose, performance and possibilities. We bring our whole selves to work, every day. We know it starts with people like you, so take a chance and start with us.
Department: Everyday Financial Services (EFS)
Job Number: REQ7471
Location: Calgary (This is a hybrid role; as an executive leader, 3 days/week are expected on-site. ATB's Client Care Center is located at ATB Campus, 3699 - 63rd Avenue NE, Calgary). #LI-Hybrid
Apply by: May 23, 2024
Paygrade: Executive
Leader Name: Head of Everyday Financial Services (EFS)
At ATB, we exist to make it possible. We engage with intense curiosity, deep expertise and a genuine obsession for our clients to make their goals possible. Core to delivering on our differentiated client experience is our Client Care team that operates 24 hours a day, 364 days a year, locally in Calgary, and handles over 2 million client connections and customer interactions annually. With a dedicated team of over 300 knowledgeable professionals and leveraging state-of-the-art technology, we're more than just a bank—we're a trusted partner on our client's financial journey.
As ATB continues to evolve and grow, so will our Client Care team. Are you the person who can lead this team to even greater heights? Do you have a passion for creating exceptional experiences for both clients and the team members who support them? Do you thrive in a fast paced, data driven environment where inspirational leadership and operational excellence are the keys to your success? If you answered yes to these questions, then you might be ATB's next Vice President, Client Care (CC).
As VP of Client Care, you are accountable to establish and execute a strategy for a best-in-class contact center, while establishing initiatives and direction that elevates how ATB delivers remarkable and differentiated experiences to its clients -- and the team members that support them! Reporting to the Group Head, Everyday Financial Services (EFS), this position is an Executive level role, and will be a key position within our EFS Senior Leadership Team (SLT). This role will call on your inherent strengths as an inspirational leader, exceptional operator, strategist, innovator and connector to reimagine how our Client Care team can meet -- and exceed -- the needs of our clients and team members now, and in the future.
Role Responsibilities
- Responsible for all duties related to the EFS Senior Leadership Team, including providing feedback on the EFS strategy and the supporting role of the Client Care Center in the execution of that strategy.
- Development and evolution of short and long term visions for the Client Care Center to fully support ATB's client and team member experience goals, and to support the optimization of ATB's digital and telephony-technology platforms.
- Provide executive leadership, clear direction and inspiration to all areas of the Client Care team (including sales, service, and support), creating and operationalizing strategies that fully engage and enable the capabilities of all team members in support of strategic goals.
- Foster a culture of excellence and fun where all team members are empowered and motivated to exceed client expectations, drive positive outcomes and pursue operational excellence.
- Strengthen partnerships across ATB and find opportunities to support profitable, efficient market share growth within EFS and across business lines by delivering a consistent, differentiated client experience.
- Contribute to ATB's goal in being #1 in client satisfaction by identifying and implementing strategies to sustain and grow satisfaction through strengthened client and team member experience, problem resolution, complaint resolution and continuous improvement.
- Grow a team of culturally intelligent leaders who lead with empathy, inclusive mindsets and provide performance-based assessments and feedback on the capabilities of all direct reports. Oversee the day-to-day operations of the contact center including staffing, scheduling, resource allocation and process optimization to meet performance targets.
- Leverage existing and developing technologies to modernize our business and deliver a differentiated, high quality multi-channel experience. Stay up to date with industry trends and practices in contact center technology to enhance client and team experience and streamline operations.
- Establish and manage the department budget, generate revenue and expense forecasts and ensure continual resource optimization to achieve cost efficiency while maintaining service quality standards.
- Implement the enterprise integrated risk management approach and processes, maintaining high standards for compliance and risk performance.
- Attract, retain and develop talent who exemplify continuous learning and adaptability in a complex and continuously evolving work environment.
Requirements
- A minimum of 12+ years experience in contact centers, including a proven track record of success as an Executive/Senior leader in sales, service, support, advisory, and/or client experience business, and across multiple contact center disciplines (workforce/resource management, coaching and development, desktop and telephony technology)
- A post-secondary degree in Business; a related Graduate level degree (MBA) is preferred, or comparable work experience
- Demonstrated ability to translate strategic objectives into effective tactical business plans
- Experience in and commitment to leading a client and people centric culture
- A proven ability to lead through change and demonstrate an adaptability to new trends and business models.
- Proven leadership, coaching and human resource management skills in a dynamic and fast-paced client focused environment
- Lead with empathy and purpose - lead by example, demonstrating integrity, passion for client experience, team member development and results that matter.
- Exemplary business acumen, combining technical, practical, and entrepreneurial strengths
- Developer of talent with demonstrated ability to develop, inspire, and motivate high performing teams in a call center environment
- Advanced data analysis, problem solving, change management, and implementation skills
- Diverse and deep knowledge of client contact center services and operations
- Storyteller, with the ability to adapt communication for a range of audiences
- Digital acumen through a work style that role models technical competency, data-informed decision making and acceptance to utilize new tools, systems and ways of working.
- Strong understanding of current business rules, risk appetite, and regulatory requirements.
- Strong sales, marketing and communication skills with the ability to network within the community and source new business as well as identify talent that would be a good fit for ATB
- Understanding of business drivers and levers, having insight into business and client trends and changes that are affecting the way we do business
- Demonstrated commitment to continual learning
- Strong decision making and problem solving skills
- Demonstrated analytical, organizational and project management skills
- Ability to hold team members accountable for results and differentiate and reward for performance
- Actively demonstrates ATB's leadership strategy and conduct yourself through the lens of ATB's purpose statement
At ATB, we know that as you develop in your career, you gain many transferable skills. If you believe your experience and qualities are what we are looking for, please consider applying.
Interested? If you know one of our team members, reach out to them BEFORE applying and ask them for a referral link to help your application stand out.
Online applications are preferred. Please reach out if you require any accommodations.
Benefits
Be great. Be you. Believe.
We are dedicated to building a workforce reflective of the diversity within our communities and creating an environment where every team member has what they need to reach their potential. We encourage candidates from all equity-seeking groups to apply.
What happens next?
Thank you for applying online. If you are shortlisted for this opportunity, you will hear from us after the posting close date regarding next steps. We might ask you to participate in a digital interview or phone interview. If you require any accommodations, please let us know.
Stay in touch!
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