About the Role

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 Centre that operates 24 hours a day, 363 days a year, locally in Calgary, and handles over 1 million client connections and client interactions annually. With a dedicated team of over 250 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 Centre. Are you the Senior Leader who can lead and inspire a team of leaders in Client Care 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? Do you consider yourself a craft expert in Call Centre & Leadership, and have the winning combination to lead our teams to success? If you answered yes to these questions, then you might be ATB’s next Senior Leader of Client Care (CC).

We need someone who will lead with empathy, an inclusive mindset and provide performance based assessment and feedback based on the capabilities and growth potential of our leaders. You will oversee the day-to-day operations of the client-facing teams and their leaders, including staffing, scheduling, resource allocation and process optimization to meet performance goals of individual team members and immediate team, as well as contribute to Client Care and enterprise performance goals.

Accountabilities

In this role you, you will:

• Deliver support across multiple channels to meet clients where they are. You know how to use technology as an empowering force to human support, and are continually pushing boundaries to embrace what the future of support might look like.
• Be a strong voice and leader in Client Care and across ATB, helping to bring the Client Care strategy to reality. You develop and execute on programs that drive world class client experiences, client acquisition and retention, operational efficiency, and adoption of ATB’s digital properties.
• Lead a team of leaders. You lead and motivate a team of 150+ team members to deliver on world class client experiences.
• Connect with partners across the organization to execute on Client Care’s strategies, maintaining operational excellence on performance and efficiency while also balancing alignment to the ATB ID and culture.
• Build and leverage your relationships and collaborate with partners in Client Care, Everyday Financial Services (EFS) and Client Experience and Technology (CXT) as it relates to service and experience delivery. You are a valued subject matter expert in contact centres, workforce management, and client experience and as such are able to influence the prioritization of goals and priorities in Client Care.
• Create a culture of client obsession, continual learning, and accountability through coaching, mentoring and teaching.
• You are a translator, and help team members to connect their individual contribution to the bigger picture.
• Ensure adherence to regulatory standards to mitigate risk, ensure compliance, and protect both ATB and its clients.

Knowledge, Skills and Experience

We are looking for:

• 10+ years of experience leading contact centre operations.
• 8+ years of senior leadership experience, leading leaders with teams delivering exceptional client experience. A track record of successfully leading teams and implementing strategic, technological, and operational initiatives.
• Experience leading teams of 100+ people.
• Significant expertise and knowledge in all aspects of contact centre operations:
  
  • Coaching leaders and developing leaders
  • Escalation management
  • Recruitment and hiring
  • Quality assurance best practices
  • Workforce Management knowledge - forecasting, real time, schedules
  • Productivity management - Scorecards and coaching for outcomes
  • IVR and Routing tactics, AI, and Digital Solutions
• A creative problem solver, adaptable, intellectually curious, pragmatic, and incredibly driven to win as a team; You are a collaborator, and known for developing strong partnerships and building allies to deliver on strategic priorities as one team.
• Exemplary business acumen, combining technical, practical, and entrepreneurial strengths.
• 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.
• A track record of success in employee and client experience, and consistently meeting/exceeding business results.
• An understanding of numbers and data. You have a strong knowledge of contact centre metrics, reporting, and performance metrics. You take a data-driven approach to problem solving and decision-making.
• A strong (and concise) communicator, and demonstrates this through verbal, written and presentation skills.
• Thrive in a fast-paced, high-volume environment and adapt to changing business needs, client demands, and organizational priorities

Workplace Arrangement

You are required to work from our Calgary Campus office (3699 63 Ave NE, Calgary, AB) four days a week, with the option to work remotely one day. This is subject to change based on business needs.